I have been connected by livebox for 21 days. I signed up for Broadband Unlimited up to 8 megabytes. All is well except I only get half a megabyte speed.
I have tried to contact Orange on the expensive helpline after half an hour going all round the organisation and talking to many Indian ladies who "understand my problem" - if only I would ring someone else!
I have read all the various reasons for me not being able to get the speed I was sold. What do I do now?
I have read the various posts on this forum they do not seem to offer any solutions to this problem.
How long are the ISP.s going to sell fast broadband speeds to the general public without owning-up to the fact they cannot do it?
Depends what they're providing to you and what your line can support. Would be helpful to get the attenuation, margins, and speeds reported by your router/livebox as that can shed a lot of light on things.
Ah yes, from that you should indeed be able to get the full 8 meg sync rate (about 7.15 meg maximum throughput including overheads) also looks like you're stuck in the same situation as a bunch of others on here.
You're on an LLU'd line but it seems to be locked to a sync of 608kbps. Why I don't know, this sort of thing is something only the engineers who can look in detail at the setup at the exchange can really answer. Could be something simple like a single data error or as complicated as some sort of odd system combination that locks it to that speed and is very hard to reproduce.
How do I get through to Orange? I have tried on many occasions to resolve the problem of my speed of download not matching what Orange says is possible from my local exchange, only to get a blank wall.
Is this forum now so large that it is not possible to read all the replies by Elhana?
Has anyone experience of dealing with OFCOM ?
When writing to the media about Orange who is best, “The Guardian” or some other newspaper?
Is there some procedure I can go through with consumer affairs on the Radio or Television?
Is there some complaint that can be made to Consumer Protection Agencies?
When I have exhausted all these options is there any final arbitrator?
Unfortunately OFCOM do not investigate undividual complaints. They do have a complaints monitoring service on their website and will investigate a company's performance if they receive sufficient levels of complaints.
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Is there some complaint that can be made to Consumer Protection Agencies?
Best to log a complant with ISPA at www.ispa.org.uk. Orange tend to do little with the first complaint apart from sending a cursory email advising acknowledgement of you complain and that they are looking into it. Keep logging complaints every 7 days until you get a resolve.
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When I have exhausted all these options is there any final arbitrator?
Yes. CISAS (Communications & Internet Services Adjudication Service). All providers are required as part of their complints procedure to have an independent adjudication service in place. Orange have chosen CISAS. Unfortunately it is probably going to be no comfort when I explain the basics of the system as it is quite long winded. To use this service a complaintant must lodge a written complaint. It is not clear whether an email meets this criteria. Once you have lodged your complaint you can raise it with the CISAS under the following two circumstances. (1) If after 13 weeks the problem has not been resolved. (2) If at any time during the first 13 weeks Orange informs you that nothing else can be done and you are in a deadlock situation. Any decision by the CISAS will be legally binding on the provider. If they decide the complaint is fixable then Orange would have to comply. The CISAS also have the power to award compensation if they rule in your favour. So its a good idea to keep accurate records if you are going for this aswell. I realise that 3 months is a hell of a long time to wait before taking any complaint to adjudication but that is the system and quite standard no matter what the company.
I still think your first port of call though is the ISPA.[/quote]
Unfortunetaly i had the same problem and have ultimately cancelled Orange and asked for a cease on my line.
Unofficial word from Orange was that their LLU equipment will only go TO A MAXIMUM of half a meg speed. As much as i told them it was a breach of my T&C, in that it wasnt an up-to 8meg service, it was an up-to 0.5meg service, they would not listen.
Hope you manage a way around it but its not looking good
I've finally managed to get the results of todays line test... I'm sure your all eager to here the answe.... Well it seems that the line test was inconclusive therefore they recomend a 2nd line test... Not sure what that should be anymore conclusive then todays???
I've really had enough of Orange... I have informed then of this site and stated that I will be contacting ISPA to request a termination of contract. I have spoken to other ISP's who are VERY confident of being able to provide a full 8Mbit service through the existing cabling based on BT Wholesale and my own Noise & Attenuation results.
Thank-you tyman for your very clear advice on the compalaints procedure.
I find the prospect of Three months pursuing Orange very daunting?
As Hamlet says "I could a tale unfold whose lightest word would harrow up thy soul, freeze thy young blood. Make thy two eyes, like stars, start from their spheres......"
Do you think its worth all the stress?
I have attempted to contact Orange by email and phone but it always ends in my running round the house 'ranting' I am sure the neighbours think I am going off my head.
Thank you palacefan you obviously are very unhappy with Orange!
PRThomasUk I hope your line test on the third attempt will reveal all. At least you have achieved more that I have in that you have got some response.
Now once more into the breach trying to understand Jasmin and Haazel.
Broadband Speed – ISP’s selling up to 8megs to Home Users.
Is there any evidence that any home user in the United Kingdom has ever attained a full speed of 8 megabytes from any Internet Service Provider?
If there is, could we be given the evidence and have it fully authenticated?
Most of my research indicates that not one single ISP can offer that speed realistically or honestly.
Therefore no individual can say that switching between one ISP and another will make any difference to achieving the claim of up to 8 megabytes. This can only lead to endless frustration at this continuous misleading selling. It also makes it very difficult to resolve this problem as an individual consumer.
It would be right for the regulators to prevent these false claims, replacing them with a realistic assessment of the maximum speed that any individual is likely to be able to obtain in his/her home.
8 megabytes may be possible at some future time when BT does not have an iron grip on the telephone lines.
BT is an Internet Service Provider but seems very reluctant to admit its inability to provide the suitable infrastructure to enable the Internet Broadband High Speed to be put in place.
Would it be appropriate for OFCOM the regulator to investigate these Companies for constantly offering only aspirational speeds to the general consumer in order to remedy the situation?
As Hamlet says "I could a tale unfold whose lightest word would harrow up thy soul, freeze thy young blood. Make thy two eyes, like stars, start from their spheres......"
I can't seem to find Hamlet on this forum. Yo need to tell him to stay on topic!!!!!!
Broadband Speed – ISP’s selling up to 8megs to Home Users.
Is there any evidence that any home user in the United Kingdom has ever attained a full speed of 8 megabytes from any Internet Service Provider?
It's megabits, not bytes but it's very easy to confuse the two.
8 megabits = 1 megabyte
As Glenhill said most you'll get is 7mb, 7.15 technically but with overheads it usually comes out at 7.
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If there is, could we be given the evidence and have it fully authenticated?
Most of my research indicates that not one single ISP can offer that speed realistically or honestly.
Try looking at...
http://www.dslzoneuk.net/speed...test.php
The table titled Todays best 8mb sync results, the results column there shows the actual speed results for the connections, close to the 7mb we've mentioned.
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