I thought i'd post this here since i had problems with the upto 8mb package after upgrading from 2mb. Hopefully it will help some people sort out their internet.
I had been with Orange formally known as wanadoo and freeserve for about 4-5 years now, freeserve for 56k as it gave me the lowest gaming pings, then wanadoo with a 1mb broadband speed. So far so good, no problems, no downtime etc. Then i upgraded from 1mb to 2mb when Orange took over from wanadoo, i was impressed with the 2mb package as i was receiving speeds of 2.7mb/s (370kb/s download speed), but whilst i was away my parents recieved an email from Orange saying we could get around 5mb/s speeds with the upto 8mb package which they signed up to not knowing we were entering a new contract as we had been with them for 4-5 years!
Anyway back to the point, a week after we signed upto this package our speed dropped dramatically, from the 370kb/s download speed to approximately 30kb/s download speeds, after 2 months of emailing tech support and being told our line was being upgraded and re-graded (i thought they said i could recieve 5mb/s speeds when we changed package) we started ringing them, 1 night we asked for the MAC code to change ISP, orange refused this saying we were in a new contract and needed to pay £160 to get out of it, at this my i had enough, i first contacted the local trading standards office and got no reply, then i came on here (orangeproblems.co.uk) and found the URL to the ISPA (internet service provider association), filled out the form on the website stating that we had emailed and rung them for the previous 2 months and were still experiencing sub-dialup speeds, we got an automated email back saying they would get back to up within 5 days.
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3 days later we get a letter from Orange and we think *uh oh what have we done now?*
Open it up and it was the letter we had been waiting for, orange saying sorry for the problems we've had, the MAC code we wanted and a date to use it by, they also said that if we wanted to stay with them to email a number and time for an engineer to ring us on and help sort out the problem, we chose the easier option and went straight to the BT.co.uk website and filled in the migration form, £25 for unlimited downloads (no fair usage policy for the ultimate package) and live football, what more could we ask for? at the moment we're just waiting to be swapped over then i'll get back to you all if the speeds have or haven't increased!
Also if your in the same situation then ignore any line checks they tell you to do (delete cookies etc) as i had told them several times it weren't my line as a friend over the road was on the Orange upto 8mb connection and was also receiving the same speeds!
They also tried getting out of it and sent a letter on the 2ND AUGUST 2007 that we had exceeded our fair usage policy in APRIL/MAY 2007 by downloading 87gig..... surely we should have recieved that letter in MAY/JUNE and been capped then?
Thanks and feel free to comment on the post etc, i'll check back every couple of hours for updates and peoples thoughts.
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