Sent this today, will post reply, or lack of..............
On 30th October I upgraded my account from 512 Kb/sec to 8Mb/sec and since then have seen no speed increase.
Two calls to customer service and one to technical service have failed to produce a satisfactory answer (although the staff were polite and patient). Download speeds are stuck at approx 512Kb/sec, the same as before the upgrade.
Looking through forums on www.dslzoneuk.net and www.orangeproblems.co.uk shows that I am not the only one to suffer such problems. All the information I have indicates that my line is capable of 6.5 to 8 Mb/sec. Can you please advise:
1) What the problem is (is it possible that the software/hardware which limits download speed has not been correctly reset during the upgrade process, or my BRAS profile at the exchange is stuck on 512Kb/sec?)
2) How, and how quickly, you propose to rectify the problem.
For your information
Current connection info is:
DSL Status: UP
DSL Modulation Mode: GDMT
DSL Path Mode: FAST
Downstream Rate: 608 Kbps
Upstream Rate: 288 Kbps
Downstream Margin: 31 db
Upstream Margin: 31 db
Downstream Line Attenuation: 20
Upstream Line Attenuation: 11
Downstream Transmit Power: 0
Upstream Transmit Power: 0
This e mail and your reply will be posted on the web sites mentioned above for the benefit of others.
Many thanks in anticipation of your help.
Shaun Walsh
I predict they'll reply telling you that they can't deal with this type of enquiry via email and you must call their customer support.
I've been through this myself. I'm supposed to be on a 2 Meg package, but my line speed is set at 1 Meg. I've tried a number of times to resolve this, but have failed. I'm not really sure they understand the issue. They go to the member centre and try to do an upgrade. Once they find that I'm on the "fastest speed my line can support", they lose interest and say anything to get rid of me.
DSL Status: UP
DSL Modulation Mode: GDMT
DSL Path Mode: FAST
Downstream Rate: 608 Kbps
Upstream Rate: 288 Kbps
Downstream Margin: 31 db
Upstream Margin: 31 db
Downstream Line Attenuation: 20
Upstream Line Attenuation: 11
Hi Shaun,
Thanks for posting your line stats. It makes it a lot easier to comment on your problem.
BRAS profiles only apply to MaxADSL (the BTwholesale 'up to 8Mbps' products). Your stats indicate you're on Orange LLU.
(There's no need for a BRAS rate using Ethernet backhaul rather than ATM. Although Orange are undoubtedly managing/shaping traffic. E.g. they must be prioritising their Talk (VOIP) traffic.)
Your problem is that your Downstream line rate is 608kbps rather than the approx 8Mbps that your stats suggest your line could handle. There have been a few posters on here with the same problem. See posts by:
Sadly, apart from lmsava who left Orange, I don't think any of these posted about if/how their problems were fixed. Apologies to anyone concerned if I'm wrong about that.
I think it must be problem with the LLU kit in the exchange and you need Orange to escalate it to the engineers as a fault.
Given how many calls to Orange it takes to get a fault escalated and how long it then takes to get LLU faults fixed (see other posts on here) you might be better off moving to another ISP if you're out of contract.
JohnM mind if I ask, out of interest, what in particular leads you to say it's an LLU line?
If it is an LLU line then Orange would need to log a fault for it to be investigated.
If it's ADSL Max then you need to make sure the line has been upgraded and it's been 10 days since the first time you connected since that upgrade as they can't put through speed faults until that period elapses and the MSR gets set.
UPDATE
Received this reply the next day.
------------------------------------------------------------
Thank you for your email.
This will possibly need reporting to our engineers for testing.
Unfortunately we can not do this over e-mail correspondence for data
protection reasons. We will require you to contact our Technical Support
department on the number provided at the end of the e-mail.
We apologise for any inconvienience this has caused.
If you have any further queries then please do not hesitate to get in
contact with us again.
---------------------------------------
In the meantime I had swapped my Linksys modem/router for the Livebox and got this information
ADSL firmware version : A2pBT009.d16m-1
Connection mode : G.DMT
Type : Fast
Noise margin (dB) : 30.3
Attenuation (dB) : 19.0
Attainable download rate (kbps) : 11296
ADSL status : Connected [0]
Downstream upstream
Rate (kbps) 608 288
So I called the technical helpline and reassured them that I had used two different modems and Three different filters and I even cleared my cookies and temporary internet files when requested (how is this supposed to help???). I was not surprised when they referred me back to customer support
So next I called customer support explained the problem and was put on hold whilst the customer support person consulted someone else, after a few seconds I was no longer on hold but transferred to the department that deals with house moves
TRY AGAIN! This time I got a customer support person who seemed to genuinely want to help (Julie, thank you!). I explained the problem and she put me on hold whilst she spoke to another department, THEN SHE CAME BACK apologised for the delay and said that the problem was being investigated, could I hold? After about 5 minutes she came back AGAIN and told me that the check showed that although my upgrade APPEARED to have been carried out, searching further than the initial information screen indicated that it hadn't been completed successfully, at last someone who acknowledges that I have a problem! She said that she needed to speak to LLU support helpdesk but they aren't open on Sunday, could I call back tomorrow morning (early because it's easier to get through!) She would leave a note on my file explaining what needed to be done.
OK it's not sorted BUT I didn't get"It's the maximum your line can support".
Will keep you posted.
Shaun
UPDATE
Received this reply the next day.
------------------------------------------------------------
Thank you for your email.
This will possibly need reporting to our engineers for testing.
Unfortunately we can not do this over e-mail correspondence for data
protection reasons. We will require you to contact our Technical Support
department on the number provided at the end of the e-mail.
We apologise for any inconvienience this has caused.
If you have any further queries then please do not hesitate to get in
contact with us again.
---------------------------------------
In the meantime I had swapped my Linksys modem/router for the Livebox and got this information
ADSL firmware version : A2pBT009.d16m-1
Connection mode : G.DMT
Type : Fast
Noise margin (dB) : 30.3
Attenuation (dB) : 19.0
Attainable download rate (kbps) : 11296
ADSL status : Connected [0]
Downstream upstream
Rate (kbps) 608 288
So I called the technical helpline and reassured them that I had used two different modems and Three different filters and I even cleared my cookies and temporary internet files when requested (how is this supposed to help???). I was not surprised when they referred me back to customer support
So next I called customer support explained the problem and was put on hold whilst the customer support person consulted someone else, after a few seconds I was no longer on hold but transferred to the department that deals with house moves
TRY AGAIN! This time I got a customer support person who seemed to genuinely want to help (Julie, thank you!). I explained the problem and she put me on hold whilst she spoke to another department, THEN SHE CAME BACK apologised for the delay and said that the problem was being investigated, could I hold? After about 5 minutes she came back AGAIN and told me that the check showed that although my upgrade APPEARED to have been carried out, searching further than the initial information screen indicated that it hadn't been completed successfully, at last someone who acknowledges that I have a problem! She said that she needed to speak to LLU support helpdesk but they aren't open on Sunday, could I call back tomorrow morning (early because it's easier to get through!) She would leave a note on my file explaining what needed to be done.
OK it's not sorted BUT I didn't get"It's the maximum your line can support".
Will keep you posted.
Shaun
UPDATE
Received this reply the next day.
------------------------------------------------------------
Thank you for your email.
This will possibly need reporting to our engineers for testing.
Unfortunately we can not do this over e-mail correspondence for data
protection reasons. We will require you to contact our Technical Support
department on the number provided at the end of the e-mail.
We apologise for any inconvienience this has caused.
If you have any further queries then please do not hesitate to get in
contact with us again.
---------------------------------------
In the meantime I had swapped my Linksys modem/router for the Livebox and got this information
ADSL firmware version : A2pBT009.d16m-1
Connection mode : G.DMT
Type : Fast
Noise margin (dB) : 30.3
Attenuation (dB) : 19.0
Attainable download rate (kbps) : 11296
ADSL status : Connected [0]
Downstream upstream
Rate (kbps) 608 288
So I called the technical helpline and reassured them that I had used two different modems and Three different filters and I even cleared my cookies and temporary internet files when requested (how is this supposed to help???). I was not surprised when they referred me back to customer support
So next I called customer support explained the problem and was put on hold whilst the customer support person consulted someone else, after a few seconds I was no longer on hold but transferred to the department that deals with house moves
TRY AGAIN! This time I got a customer support person who seemed to genuinely want to help (Julie, thank you!). I explained the problem and she put me on hold whilst she spoke to another department, THEN SHE CAME BACK apologised for the delay and said that the problem was being investigated, could I hold? After about 5 minutes she came back AGAIN and told me that the check showed that although my upgrade APPEARED to have been carried out, searching further than the initial information screen indicated that it hadn't been completed successfully, at last someone who acknowledges that I have a problem! She said that she needed to speak to LLU support helpdesk but they aren't open on Sunday, could I call back tomorrow morning (early because it's easier to get through!) She would leave a note on my file explaining what needed to be done.
OK it's not sorted BUT I didn't get"It's the maximum your line can support".
Will keep you posted.
Shaun
DSL Path Mode: FAST
Downstream Rate: 608 Kbps
Upstream Rate: 288 Kbps
Downstream Margin: 31 db
Upstream Margin: 31 db
Downstream Line Attenuation: 20
Upstream Line Attenuation: 11
Livebox
Type : Fast
Noise margin (dB) : 30.3
Attenuation (dB) : 19.0
Attainable download rate (kbps) : 11296
ADSL status : Connected [0]
Downstream upstream
Rate (kbps) 608 288
Thanks for keeping us up to date. Good luck dealing with Orange.
Interesting to compare the Linksys and Livebox stats. To me anyway, and I hope to the better motivated Orange call centre staff and to the engineers dealing with this stuff.
Did you get these stats with the same setup/time of day (bearing in mind that the Livebox doesn't appear to update the Noise Margin dynamically post-synch)?
When I first saw your Linksys stats I assumed your real DS Margin was higher but 31dB was the max it could display.
For comparison, here are my Livebox stats:
Type : Fast
Noise margin (dB) : 31.1
Attenuation (dB) : 24.0
Attainable download rate (kbps) : 11328
ADSL status : Connected [0]
Downstream Upstream
Rate (kbps) 2272 288
I've got a worse line (higher attenuation) but similar noise margin despite the higher line speed!
Looks like you've got a relatively noisy line/setup but you're near enough to the exchange for it not to be significant.
Unless there's something strange going on when you synch with the LLU kit
Well I contacted Orange again, they checked with the specialist provision team who spoke to the LLU Helpdesk who said the my line could support 6.5Mb/sec then escalated the query to the next level and was told the my line is running at maximum speed. DOH! Seems that the LLU team are using someone elses line speed checker (one that goes over 512Kb/sec maybe? ) They said that when the exchange was upgraded I would be upgraded to the higher speed but guess what, no idea when!
What I want to know is if my exchange has been LLud why cant the Orange equipment deliver faster than 512Kb/sec???
Does anyone have the link to Oranges web page which allows you to check what speed you should have access to by typing in your phone number??
I shall carry on investigating.
Shaun
Found the Orange web page which allows you to check your number and speed available:
https://www.freeserve.com/time/availability_checker/default.cfm
If I put in my number it gives
"you are already on the fastest speed available"
if I put in the number of a relative just down the road on the same exchange I get
"you can get broadband at speeds of up to 8Meg"
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
) They said that when the exchange was upgraded I would be upgraded to the higher speed but guess what, no idea when!
