On the 20th Jan I received the nightmare email - upgrading me to 8mbps on the 31st Jan, service interruption 30 minutes etc etc.
The service interruption lasted five days, got it back yesterday. I was being upgraded from a 1mbps connection, where I averaged download speeds of 116kbps. After the upgrade download speeds are 64kbps (up to 8mbps ?), what a joke!
Technical support in India tell me that the upgrade failed and I have been placed back on a 1mbps platform. Customer Support tell me that I have been migrated to LLU and that the download speeds are acceptable.
I really don't know what is going on! But after hours on the phone a lot of stress and five days without any broadband and broadband now at half the speed I had previously, they have finally broken me. I have asked for a MAC code, which they tell me will take five working days to generate.
Hope this is the beginning of the end. Orange are a complete disgrace!
i have total sympathy... cos i had exactly the same problems... Orange's LLU network is a joke !
Im glad i got rid.
I wonder how many thousands of people have had the speed "INCREASE"?
Its obvious these people cant count cos moving from a 2 meg line to an 8 meg line and only getting less than 56k modem line does not add up
They really need taking to task about this by trading standards and ISPA.
ok hi all this is my first post i also got the dreaded we are going to upgrade you to up to 8 meg,i did not want this i do not need it.my connection is now terrible Orange customer support are an absolute joke,i rang last night went to india the gut says yep we will turn off your antivirus and your internet explorer settings are wrong these are the cause of your problems what an idiot,i keep telling them i have a noise margin of 0db from 4pm until 11pm and the disconnections are horrendous yes he says its your router.so i ask to go back to the service we had before i end up in the billing department who tried to help a lot then i end up back in india the guy says i will test your line ring back in 48 hours apparently they cannot revert you back they do not know what interleaving is and what a nightmare it is for us gamers.its terrible they want shutting down so is there any hope can they give you back your service that you had ?
To be honest I don't even think the advertising "Up to 8 meg" is legal, because I don't think ANYONE has achieved such speeds, so to advertise this possibility is a lie.
It should read "Up to 0.5/4 megs on average, 5/6 megs if you're lucky, 7/8 megs theoretically"
What some like to believe is that it's only the select few which come to this page to complain that Orange is 'doing them ovah', and are not representative of the majority. What these individuals don't want to acknowledge is this:
- There are some customers which are not really concerned what speeds they get as long as they have broadband in one form or another, they are unlikely to go out of their way to find out if they are getting what they are paying for, and don't really kick up a fuss (either they got way too much money to burn, or quite frankly don't have the time or inclination to make costly phone calls/queries, or may be very light bb users).
- There is another type of customers that will call up Orange, and ask "Can't I get higher speeds?", Orange will say "No, you have the fastest speed your line can handle", and this type of customer will accept this excuse and resign the fact that nothing else can be done- puts up and shuts up.
- Now we come to the group of customers that Orange must really hate, because these are the type of customers namely you and I, who post on forums such as this and/or call their customer support help lines numerous times- to figure out why we are not getting the service we expect. We are the types that expose Orange for the p!ss poor service they provide, and informed others that Orange is not as good as you think.
So when theres a few number of posts i.e. 20/30 stating problems with poor LLU speeds, then this is actually representative of a large proportion of users and not just a 'select few'. I'll tell you now that the majority of customers will fall in the first two examples of types of customer- this isn't a nation of complainers afterall. So therefore the complaints brought up here aren't effecting a few people, but a large number.
My money is on the majority of LLU users having under-performing speeds....Shame, shame , shame on Orange....***kers
Last Tuesday I asked for a MAC code from Orange and at the same time raised a complaint with ISPA. I was told it would take 5 working days to generate the MAC code (think it actually takes about 30 seconds). Of course I have not received the MAC code from Orange, so I will be back on the phone to them again tomorrow.
ISPA forwarded my complaint to their contact at Orange and I have heard nothing there as well, so I shall also be escalating tomorrow as well.
Well I havn't received a MAC code after five working days. When I called Customer Care I was told it hadn't been issued. I was told that it will now be issued and will take another five working days. Sounds familiar ? I have escalated via ISPA, but as the ISP has another five working days to respond, I will have to wait at least that long no doubt!
I don't think it is unreasonable to say that some of the CS Reps at Orange are beyond contempt!
I have had a letter from Customer Care. Prior to being moved to LLU (upto 8 meg) I was on a 1mbps connection. When I first went over to broadband in the old Freeserve days I started off on 512kbps. When I upgraded to 1mbps my account section of the website was never updated, always showed 512kbps although the download speeds were consistent with 1mbps connection.
Anyway the letter says 'We regrade customer's speed to provide the highest possible that the line can take. We advise customers when we will be regrading the line and although it states that we are aiming to provide up to 8meg, your line my not be able to take this speed. The speed you are currently on is 0.5meg.'
I think this is fairly conclusive proof that they are capping speeds. I know my line can take 1mbps as I was getting that before moving to LLU. I think they have capped me on the connection speed they thought I was on previously, as was indicated in the account information.
I'm not going to take this any further as after a second complaint form to ISPA I have now received a MAC code and will be moving on soon.
Well i got them to turn mine back down to 2mb also got the price of a retention unlimited 2mb for £14.99 a month ping is normal everything is smooth BUT it still keeps disconnecting it went from 8 minutes to 20 to 40 now a hour and a half even had a 3 hour non interrupted today,anyway i saved all the logs from the netgear e mailed them to Orange i thought it may help them see what is happening.Guess what the reply.
If you are still receiving the same issue, it would be best to contact
our Technical Support Team on the number found below so that we can
issue a fault report to our engineers to investigate further.
This cannot be issued via email due to insufficient access to the
required systems. nooooooooooooooooooooooo i have to ring tech support,well they can get stuffed lol what was wrong with passing the information on to there so called techies,the mind boggles. does this mean they cannot e mail each other.
Well i noticed the past 2 days my connection was basically back to normal,i got a phone call from tech support this morning asking me how my connection was as they had been doing some work on it ,i said its stable again but the download is a bit slow he said they had a bit more work to do and when it was finished they would ring me back before they posted a fault fixed ,so dont give up hope
To be honest I don't even think the advertising "Up to 8 meg" is legal, because I don't think ANYONE has achieved such speeds, so to advertise this possibility is a lie.
Of course it's legal! The operative words are "up to" which in this statement, for the benefit of those who don't understand plain engish means any figure between 0 and 8.
Of course it's legal! The operative words are "up to" which in this statement, for the benefit of those who don't understand plain engish means any figure between 0 and 8.
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