Orange are telling me the speed I am getting (2mb) is all my line will support????
I have provided figures from the last few days direct from the router showing attainable rates between 4 and 5.2mb along with historic Ofcom/Samknows data from the last 2 years showing consistent 4 - 5mb.
They agree the line is "graded" at 4.5mb but the DLM will only allow 2mb and they suggest I will need to get used to it as they can't (read won't) alter it!!
No reply from Jonathan so I will request <a href="http://www.maccodes.co.uk">MAC</a> for broadband and <a href="http://www.paccodes.co.uk">PAC</a>'s for my <a href="http://3mobileshop.at/theside"> Three</a> phones in the family.
lol, this is what they told me, they said my line will only support a maxium of 140kbs download speed which is pathetic, i usually get over 1mb, (live to far from exchange)
but the last 2 weeks i have been averaging 130kbs which is un useable
This doesn't bode well. Seems I've got a similar problem. I've experienced a dramatic slowdown over the last few days (usually ~6.5mb - down to 450-500k!). Checked the speed test and my IP profile is set to 500k even though I'm syncing at over 7mb.
I've spoke to Tech Support 4 times over the last Three days and asked them to reset my profile, but instead was told to open Internet Explorer and clear my cache - they then asked if this solved my problem!
They agreed to escalate but can't because they've got 'technical problems' and I need to phone back - done that but they still can't escalate.
Sent an email to Jonathan and tom.alexander so crossing my fingers and hoping (actually praying) that someone will understand the problem and sort it out.
Had a response from customer services via email within 12 hours saying they had arranged a call back from a specialist team (within 24 hours). Later in the day had a call from Orange telling me that they (the specialist team) were looking into it. The following day I had a another call telling me the problem had been fixed.
My speed's now back up to what it should be - my IP profile is at 6mb. The guy at Orange said he'd phone back in a week to check everything was still OK.
Got a call on Monday, as promised !
Actually a decent response and outcome from Orange once I'd got past 'front-line support'.
I understand that front-line support are there to simply read the script, and I guess this solves a good percentage of problems, but at some point they have to accept that the problem is beyond them and pass the issue to more experienced, second-line support - guys who can actually offer support.
Joined: 29 Jul 2010Posts: 9Location: United Kingdom
Final update!
Moved to o2 (now Sky) as per recommendations here.
Now totally stable at 6.5 mb!
Don,t know why Orange could not sort problem and get similar result.
All of you having problems I highly recommend o2 (now Sky), great speed, UK support staff that know what they are doing, 5 star service.
They have even rung up to ask if I want my target snr reducing to give better speed. I am holding off on that until I have monitored stability for a few days more.
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