I have been with Orange since the freeserve days 10 years started with dial up!!
In that time I have gone to Wanadoo 1/2Mb broadband, 2MB and for the last few years Orange 8MB service.
During that time, I was paying up to £27.99 for my 2MB service and when the 8Mb service was priced at £20 I went on that package.
During the last few years, I have had a fair few problems and when my 8Mb contract came to an end last May, I phoned up for my MAC code. However Orange did not send it out! However rather than take things further the service began to improve and I have no problems at all. For these last few years, my router has always synced at around 7 MB download and around 600 upload.
This I have been happy with and for the last 6 months things have been fine.
At the start of Dec, I noticed that Orange were doing an up to 20MB service for £12, Home select, the package I was on, was Home select up to 8MB for £20, so I thought about it and decided as my exchange was due to be enabled to 20Mb on 31/03/10, it would be worth getting.
After a couple of days I got an email from Orange saying I was on the new home select package. I checked my Orange account and the speed they had allocated was 8Mb, the same as before. What a smooth changeover I thought! How wrong was I!
Over thet last 10 days, my router has synced at 1 Mb download, and what I am actually getting is around 0.5MB !!! I am now at a level of service I was getting several years ago!!!!! Using the internet has gone to a crawl and I have now found myself with a worse service than before. I know if I had kept on my £20 a month Home select, I would still be enjoying speeds at 8MB but because I was really being overcharge so went with the £12 package, I now find that Orange have set the line at the wrong speed.
I have tried to phone up but the lines are just so busy. 30 mins last night without a peep! So I decided to write an email telling Orange that if I do not get my service back to 8MB, I will invoke the cooling off period. I have not had a decent broadband speed since they switched me to the home select up to 20Mb package!
Can anyone help or provide me with what to do next?
I have more or less resigned myself to the fact that if I get a reply from Orange, it will be the usual standard email and if I do get through to them, I will have to go through a 45 point! checklist!!!
Can anyone help or provide me with what to do next?
I have more or less resigned myself to the fact that if I get a reply from <a href="http://www.maccodes.co.uk" target="MAC">Orange</a>, it will be the usual standard email and if I do get through to them, I will have to go through a 45 point! checklist!!!
HELP!!!
Best time to ring is on a weekday in the afternoon. And re. the check list that the Indian folk tell you to do, just say you've done them all in the last 10 mins (including factory resetting your router).
They'll have no choice but to take it further (don't know what that'll entail though).
Phoned Tue morning and managed to speak to escalations.
They logged the problem and said someone would look into it and give me a ring back over this coming weekend, 2/1/10. And that the problem should be fixed before then.
Well 3 days since my complaint and I am still getting 1/2 MB speeds!
Why did they have to check my broadband line?!!?!?
Into the 3rd week now with slow broadband.
I have asked for compensation, there is no way I am paying for this downgraded service and I have asked for my MAC code as they have not kept their side of the contract.
Phoned Tue morning and managed to speak to escalations.
They logged the problem and said someone would look into it and give me a ring back over this coming weekend, 2/1/10. And that the problem should be fixed before then.
Well 3 days since my complaint and I am still getting 1/2 MB speeds!
Why did they have to check my broadband line?!!?!?
Into the 3rd week now with slow broadband.
I have asked for compensation, there is no way I am paying for this downgraded service and I have asked for my <a href="http://www.maccodes.co.uk">MAC</a> code as they have not kept their side of the contract.
It seems Orange have downgraded a lot of their customers. I would urge you to get your MAC asap; it's not worth paying (as you say) for a service that's abysmal.
Actually, on second thoughts, I've just realised you're on a new package, which means an 18-month contract. And I agree, contact the professional bodies about this.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
When I joined Orange Home Select just over a month ago I had 4 weeks at 1Meg against the 10Meg quoted. This week the DLM has progressively upped my sync speed to 10Meg so maybe the same will happen for you.
yes a new contract for 18 months but I have been a customer of Orange for getting on 10 years.
I have told them that as far as I am concerned I am not willing to even commence the new 18 months contract because of breach of contract.
If I do not get back to my 8Mb connection, then I will ask for my MAC code and I do not expect them to tie me in to a contract which in my opinion, does not exist!
I have also asked for a monthly rebate as I am now in my 3rd week of 1/2Mb actual speed and I am not happy with paying for a month where my broadband has been at a crawl.
I will see what happens when they phone and I keep my fingers crossed they up my speed back to what it was, if not I will be leaving Orange.
Well no phone call even though they promised!
Still at 1/2MB spped.
One thing I have noticed is that they had changed my speed details in my account from 6.5MB down to 5MB, today they have changed it back to 6.5MB!
I'm writing this as I keep being put on hold by level 2 technical support call so far 41 mins to repaet all I have told them before. I have had same problems (posts in other threads) and finally given up. One MAC code obtained.
So today I am being advised to leave the comp and router on for 10 days; 4th line test done, Fault management did just the same, found no problem so closed the case even thought he DLS keeps dropping me to 1 meg cap.
What worries me is that whatever Orange have done may not be able to be overcome by another provider. However, I shall give it a go in moving I think. The MAC code lasts for about a month and I have agreed with O that they will NOT hold me to any cancellation charges - I've been in this situation since Nov 16th.
i did not get a phone call from Orange, so I had to phone up!!
Latest is that my line was upped to 8.1MB when I changed to the up to 20MB package. However my line could not handle it so they dropped it back to 6.5MB.
It should have remained on that speed as that was the speed I was on!
But for some reason, it went down to 4MB, then 2MB, then 1MB and has remained on this for 3 weeks!!!!
I have been told that they are going to do a line test and then over the next 6-10 days up my speed so it gets back to 6.5MB!
At the moment it is still on 1/2MB speed I am getting!
I have emailed them to inform them that I am certainly not paying for the month of Dec nor Jan if they cannot get this fixed. I have had no reply from 5 days of waiting!
They said it was an automated procedure when people change package, they mess on with your line!!!! Why oh why did they not keep my line as is!!
If things do not get fixed, then I too will be getting my MAC code and I will not be expecting Orange to say I am under an 18 month contract. Because at the moment, I am certainly not agreeing to this level of service they have provided since I "moved" onto their new package!
I was expecting to see some improvement to my line yesterday and today, but nothing. I wait with baited breath!
Joined: 13 Nov 2009Posts: 408Location: South East Essex
Your situation seems to be exactly the same as mine so hopefully within the next few days the automated DLM will start to up your speed as it did for me. Over the past 7 days mine progressively went up from 1 to 2 to 4 to 6 to 8 and finally to 10meg where it's been for the past 4 days.
I was told that this is a fully automated system where they can't (don't want to?) interfere with and will eventually correct itself.
With the mention of DLM, I presume you are all on the BTw WBC product rather than Orange's <20Mb LLU ?
BTw's DLM operates over a 10 day period but most LLU systems test the line initially at it's maximum then within 3 - 5 days settles at the most stable connection speed.
I guess the easy way to tell is by trying to log on to the BT speedtester at www.speedtester.BT.com . If you can't log on to this then you're on Orange LLU.
according to Samknows my exchange has an Orange enabled LLU presence plus when trying the BT speedtester I get an error. Therefore according to Borednow's comment I guess I am on Orange LLU. So does the Orange LLU handle 20meg noting they don't offer the 8 meg package any more?
However, regarding stabilisation Orange have said on various occasions - from various people at FMT, customer services, tech support:
"stabilistaion takes 5 days"
"we recommend 10 days"
"we say 5 days but recommend 10"
"3 days will sort it out"
"48 hours will fix the problem"
"leave the computer and router on for 10 days"
What difference leaving the computer on makes heaven knows?
I am on an Orange enabled LLU which should go to 20MB from April 2010 onwards. This is the reason why I opted to change packages from up to 8MB to up to 20MB and it was cheaper, £12 a month rather than £20.
So far this morning my speed has been around 0.8MB, so nothing has been done by Orange.
So it will either go one of two ways:
(1) orange will say my line cannot support more than 1MB and I am stuck with that, even though I had speeds of 6.5MB and higher before I changed package. In that case I get my MAC code and the 18 month contract can be ignored.
(2) My speeds will be boosted each day over the next (please insert reply you have had from Orange) and eventually I will be on 6.5MB or higher.
Sounds like the usual Orange problem then, whenever they change anything it gets coc#ed up.
Having said that, you do know that Orange sub-contract all the engineering work, eg LLU changes and connection upgrades. I'm not sure if Magdalene still have that contract but with this latest set of problems it wouldn't surprise me if they did.
And to make it worse, Orange's record of contract management is second to none....second worst that is
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
