I was a Freeserve dialup customer for a long time and was disappointed when it moved to Wanadoo but thought with the advent of Orange things would look up. How wrong was I?
On November 17, 2006 I made a request to upgrade to Broadband Unlimited and so take advantage of the best my exchange could offer (5Mb). I received confirmation a few days later that the change had been made and seemed to have a step up in speed. I was ecstatic but this was short lived. On December 15 I receivd an e-mail telling me that changes were to be made on January 2, 2007 and MAY increase my speed. I must admit the small print which said "but will almost definitely slow your speed and ruin your online experience" wasn't visible to the naked eye.
So the upgrade date came and I saw little or no difference in the service. The following weekend I started experiencing lag in my online gaming (Star Wars Galaxies for my sins). This got worse and worse I was blaming the servers of Sony Online Entertainment as were many other players. Strangely enough most of them were UK based. So I decided to follow some tips and found that my "up to 8Mb" connection (exchange limited to 5Mb) was in fact pumping out the massive 0.9Mb.
I'm now into my 5th day of calls to Technical Support who admit there is a problem as BT told them there was one but they don't know what it is or how to fix it. Customer Support admitted on Thursday that the upgrade I was promised in November did not actually take place and it was a pure fluke that my speeds increased. They also admitted that even though I was a Freeserve/Wanadoo upgrade I should have received a LiveBox and the latest upgrade was in fact delayed by 3 days. So I am currently playing £27.99 per month which is more than Broadband Unlimited customers as I am on Broadband 512k uncapped speed and I get a 0.9 connection. It has been as high as 2.7 but also as low as 0.4 today. Surely stability must play some part in the service?
If it is 512K uncapped then with LLU it can reach higher speeds than 512K
I'm with tvman on this it is not a fixed 512k.
From figs it is an up to 8mb LLU
Keith
I know it is on LLU and I'm not disputing it as I get the same crap service as the the rest of you who have been switched to LLU. If you read all of my post you'd see that I got the dreaded e-mail in December saying I was going to receive an upgrade in January (aka LLU).
My account is set up as 512K uncapped in Orange's records. I'm on the same exchange as Squeek (Dewsbury) but my PC will no longer recognise my Speedtouch 330 USB modem so I can't use his trick to force a change in profile to get better connection speeds.
The good news, I was assured by last night's Operator at Technical Support that my call to them tonight (my 6th I believe) will be my last (oh I wish I could believe him). He was confident they could fix it, even though they still can't figure out what was wrong with it. Testing my connection throughout the last 24 hours on speedtest I was getting a regular 2.6Mb to Dublin, London and Amsterdam but only 1.2 to Texas and Washington. I'm certainly not signing up for Broadband Unlimited for those speeds when Orange's own line checker says I should get "at least 5MB".
Finally there is a rumour that a Swedish Telco who manage much of service provided by the cross Atlantic pipes have got a problem with their service. Could this the cause of the poor service to the USA???
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Rogue wrote:
The good news, I was assured by last night's Operator at Technical Support that my call to them tonight (my 6th I believe) will be my last (oh I wish I could believe him). He was confident they could fix it, even though they still can't figure out what was wrong with it.
If that is true that is good news. However LLU has been around now for about a 12 month and I would have thought that they would have sorted the problems out by now.
Orange apparently monitor this group so they know that they have a problem.
I still believe that they are capping at 3Mb hence the reason we keep seeing 2.7 quoted which is a good speed for up to 3Mb.
Please let us know if and when your speed increases.
Well the "final" phone call turns out not to be the final phone call. I was told today that the engineers have found a fault and will be visiting my local exchange to carry out repairs on my line. I was asked to phone back in 24 hours for a progress report which I refused to do. I then asked to speak to a Supervisor and was refused not once but on Three separate occasions. Each time I was put on hold and each time the agent came back and repeated the same script.
In the end I told her I didn't want the scripted answer, I wanted action. It was at this point I heard the Supervisor prompting her to say that I should have a call within the next 72 hours to confirm that my repairs had been carried out. I asked the leading question and if/when this call doesn't come or the repairs aren't completed, what was the next step and I was told by an exasperated agent (obviously annoyed that her Supervisor had refused to take the call) that they "would take it from there".
I then asked to make a formal complaint and was told that I had to call back and was given the options. I did however manage to get the name Nitin Harish, who is/was the Supervisor. Guess who'll be getting my call if i am not happy by 14:00 on Thursday???
This kind of service level has seen many offshore call centres lose their business. The shirking of responsibility by the Supervisor was unprofessional and for the first time in this saga I felt sorry for the agent. If things aren't repaired by Thursday it might just be time to start asking for compensation - Three months subscription would be enough I think ...
Been there got the t shirt !!! your wasting your time mate.... get out NOW while you can. These people dont deserve ANY business with that sort of attitude....perhaps their Supervisors are so peed off with everyone phoning with the same problems?
Been there got the t-shirt !!! your wasting your time mate.... get out NOW while you can. These people dont deserve ANY business with that sort of attitude....perhaps their Supervisors are so peed off with everyone phoning with the same problems?
I thought my "last phone call" post was lost, maybe the same happened to you. I'd love to get out especially as Sky are offering up 16Mb in my area but Be are coming in April, so I might hang on for them. I've seen too many LLU misery posts to think that Orange can fix this - such a disappointment
WOOOPS !!! sorry everyone for the "MULTI POSTS" i got a PHP error so kept trying but obviously the messages were going through... i dont think i can delete them so again my apologies guys n gals
They have a fault on my line too in sheffield i could just ditto this post it will be fixed by the 14th also odd thing is the faults that are stated around cardiff liverpool etc are the same symptoms i have in sheffield i reckon they are even too lazy to say that its all over the country .anyway i have had 4 great years with them up to 2 weeks ago i will give them until 14th then i am gone .
They have a fault on my line too in sheffield i could just ditto this post it will be fixed by the 14th also odd thing is the faults that are stated around cardiff liverpool etc are the same symptoms i have in sheffield i reckon they are even too lazy to say that its all over the country .anyway i have had 4 great years with them up to 2 weeks ago i will give them until 14th then i am gone .
They told me they had problems at Cardiff, Manchester and Liverpool and obviously had limited geographical knowledge as it took me over a minute to explain how far I was from those places. I agree that they have problems all over the country but won't admit it
Well i just had a e mail saying that they had looked into my problem and also see that i had requested to go back to 2mb hurray i thought.Then the email carries on to say that if the problem persits after this change they will carry out further line testing to see what is up.Now that should read surely in any decent company,By the time you get your regrade your line will be running perfect and you will not encounter any more problems,or am i living in a dream world
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it will be fixed by the 14th also odd thing is the faults that are stated around cardiff liverpool etc are the same symptoms i have in sheffield i reckon they are even too lazy to say that its all over the country .anyway i have had 4 great years with them up to 2 weeks ago i will give them until 14th then i am gone .
