I would be very grateful for any response to my ongoing problem with slow Orange broadband speed.
Nine weeks ago synchronisation was lost to my Livebox and I was without internet for a few days. Since connection was restablished the downstream speed has been a solid and consistent 576 kbps (previously it ran around 2 to 3Mbps).
Countless calls to Technical Support and from Fault Management have come to nothing. I have been through all the checklists and they supplied new filter and modem cable. I have been told that BT or Openreach engineers have checked the line for slow speed and intermittent connection. An engineer has been to my house to check the wiring and renewed the sockets.
Eventually I was told that the line speed had been reduced for check the line to be checked and that the line speed would be uncapped. I have now been through this loop 3 times and still no change despite writing an official complaint.
Can anyone on the forum throw any light on the problem. I would have thought if it was simply a change needed at the exchange this would have been done. One of the Orange support staff thought it may be due to intermittent disconnection – would this cause the line speed to minimise? Connection does seem to drop out occasionally although when the line was checked no fault was found.
It appears that there is no one at customer contact level at Orange that has any engineering technical ability. This gives little faith in the problem being resolved – or of just getting a straight answer from anyone. Any help would be gratefully received if only to vent some of the sheer frustration I am feeling. Copied below are the Livebox system stats.
ADSL firmware version : A2pBT009c1.d17d
Connection mode : G.DMT
Type : Fast
Noise margin (dB) : 28.0
Attenuation (dB) : 57.0
Attainable download rate (kbps) : 4128
ADSL status : Connected [0]
You will also get a heap of tech info from the samknows web site http://www.samknows.com/broadband/ Check out the mapping engine and put in your post code, dbl click where your house is. You can also get a load of info about your exchange. Post the results back here.
Couple of comments I would make from looking at your livebox stats; Noise margin looks high; attainable download rate (sync rate) looks fine and reflects your distsance from your exchange; downstream upstream looks all wrong and may suggest you have a cap imposed.
Thanks for the response, the information requested including current Livebox system info is copied below. If anything the download spped test is howing slower that it does when using speedtester.BT.com which has been around 460kbps.
Livebox Syetem Info;
ADSL firmware version : A2pBT009c1.d17d
Connection mode : G.DMT
Type : Fast
Noise margin (dB) : 28.4
Attenuation (dB) : 57.0
Attainable download rate (kbps) : 4128
ADSL status : Connected [0]
Samknows Mapping for nearest available address;
Green ADSL available at ~3.5Mbps
BT Total broadband
Red ADSL2+ is not available
Red Cable services not available
If I have a cap imposed presumably Orange Fault Management staff should know this? Where is the cap enabled, is it at the exchange or at Orange?
Well the samknows info would appear to confirm your previous (9 weeks) speeds of around 3Mb.
I'm sorry to say that you are stuck in the stupid fault finding loop that Orange impose i.e. they reduce the line speed to fix a 'fault' and don't put it back after the 'fault' is cleared.
You will have read a lot of posts of a simillar nature here.
Your main issue is that your connection syncs at a respectable 4128 but the line speed is stuck at a rediculus 576.
What to do? First you need to get your issue raised to the escalations team. Call india and say this is what you want. Don't be fobbed off. If this fails call customer services and say you want to make a formal complaint.
Hi Thrushwood, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your personal contact details and username from this site, and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Darren Orange Response" in the subject field and also in the first line of your mail.
I was quite hopeful when Darren from Orange showed interest and I emailed him my contact details straight away but 24 hours later and no contact so decided to call India for an escalation as suggested.
Now last week I sent my second letter of complaint and my wife took the callback on Friday 15th May. As I wasn't available she was told that someone would call me on Saturday about the problem. It's now Tuesday and still no call.
Technical Support in India said my problem had been escalated on Friday and that a fault had been found on the line, work is ongoing so it may take another 3 to 5 days. Now the reason I am writing this is that I have been told that the line has been checked already during the last nine weeks. Most recently I have been told that the speed had been capped due to the line being checked and have been told Three times that the cap would be removed.
So I just don't trust what I am being told - especially when the first time I call India and mention escalating the issue I am cut off and have to call again.
I don't expect any response to this post but it does relieve some of the sheer frustration of dealing with Orange - and I thought Wanadoo were poor at problem solving. Orange customer service is simply down right shockingly dire.
You're in a process here now and have to see it through. Check out the Orange complaints procedure and stick to it, don't be side tracked by India. They are hopeless and will only read scripts to you and fob you off with a 'we will do a line test, call back for the result in 5 days' routine.
If the guy Darren does get back to you that will be a result in itself.
-------------------------------------
26. How we will deal with your complaint
This will depend on how you make your complaint. However, when you contact us we will need to ask for:
* your e-mail address
* the phone number you use for connecting to the internet
* your date of birth
* your full postal address
* your password
If you can have this information to hand or include it in your original complaint, it will speed things up.
Once we receive your complaint we will record it. If you write to us we will give you a reference number, which we will let you know and will ask you to quote whenever you contact us about the complaint.
We do try to settle all complaints immediately, but sometimes we may have to investigate the matter before we can get back to you. We aim to reply to complaints made by e-mail within 48 hours, and complaints made in writing within 5 working days of us receiving the letter.
If you’re not satisfied with the way we deal with your complaint, you should ask for it to be considered again by someone with more authority. You can do this immediately if you are on the phone or we will arrange for someone to contact you. If you have asked for this by e-mail or letter, you will receive a response within 48 hours for e-mails and for complaints in writing, within 5 working days of us receiving the letter.
If you are still not satisfied, ask for it to be considered again. If you still do not agree with what we have said or done, our Complaint Review Service will look into the matter. We’ll then give you details of where to send your complaint. See also Section 27 Useful addresses.
After asking us to refer your complaint to someone with more independence, you may also find it useful to speak to the Internet Service Providers Association (ISPA) whose contact details are in section 27 below. However please note that this does not affect your rights (as set out in section 26 below) to refer your complaint to an alternative dispute resolution service.
27. What to do if you are still not happy with us
If we reach a deadlock situation with your complaint, we will confirm that there is nothing more we can do and give you a reference number. You can then refer the dispute to the Communications and Internet Services Adjudication Scheme (CISAS).
Or, if we have not given you a satisfactory response to your complaint after 3 months, you can refer the complaint to CISAS.
CISAS is an independent scheme, run by the Chartered Institute of Arbitrators, that deals with disputes.
When your dispute goes through the scheme, a person called an independent adjudicator decides how to settle it. Once the dispute has been referred to CISAS, any offers we have previously made to solve the problem will be withdrawn.
To get more details on how to refer a dispute to CISAS please contact them:
CISAS
24 Angel Gate
City Road
London
EC1V 2PT
Telephone 020 7520 3827
Fax 020 7520 3829
cisas.org.uk
Darren from Orange who posted above actually called me this morning to discuss my slow speed problem. Unfortunately I was at work so he said he would request an engineer from their Critical Fault Depertment? to call me back this evening - so will wait and see what happens. When asked Darren did inform me that no fault had been found on the line - contrary to what India told me last night. Today is day 68 since the original problem occured!
Day 69. Didn't get a call from an Orange engineer last night. However when I came home from work today and checked my Livebox system information the downstream speed displays as 4480, not the miserable 576 I've had to put up with for just under ten weeks.
Hopefully the problem is solved. Thanks to everyone who responded, it has been appreciated.
Pleased to say that up to now the speed remains good although I have noticed that occasionally throughput drops to zero whilst still seemingly connected to the internet?
Livebox system info and current speed test results copied below.
Hi, I have the same problems as the OP so I have copied the advice and sent an email to Orange customer services (Many phone calls to India have been of no use)
FYI my livebox details are below:
ADSL firmware version : A2pBT009c1.d17d
Connection mode : G.DMT
Type : Fast
Noise margin (dB) : 10.4
Attenuation (dB) : 59.0
Attainable download rate (kbps) : 864
ADSL status : Connected [0]
Downstream Upstream
Rate (kbps) 512 64
WAN IP address : 91.106.
Gateway : 91.106.
Primary DNS server : 193.36.
Secondary DNS server : 193.36.
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