I was with PlusNet up until the beginning of this month, where I had a 1MB connection. I moved as my local exchange (ADEL in Leeds) has LLU unbundling with Wanadoo and the wanadoo website said (and still says) my line will support up to 3.5MB.
On the day the connection went live I got an email from wanadoo saying i had been activated at 512kb.
Several phone calls to the tech support later, I am now completely stuck. The technical guys say I should be able to get faster than half a meg, but the customer service guys say they can't upgrade me (despite the fact that they had at least offered to waive the 20 pound upgrade fee) as the upgrade system says my line will only support half a meg.
So I am now stuck in a 12 month contract and have effectively got half the speed i had before. To be disgruntled with Wanadoo from the moment my connection went live isn't a great start is it!
I have sought some advice from a legal friend who says they have failed to meet their part of the contract (they must provide the fastest speed reasonably expected of them and as an hour before the change-over i had a faster speed, this should be good enough to be reasonably expected) and the first letter asking for the contract to be terminated and all funds paid refunded will be going in the post later this week.
To be honest - i would rather not cancel, but would rather get at least the same speed as i had before - but I haven't been able to get anyone in customer service to understand - they just keep saying my line won't support more than 512KB.
AAAAAgh.
Does anyone have any advice on how I can progress this with them?
check your exchange by typing your number into http://www.samknows.com in the availability checker. Click onto the LLUxDSL tab to check the LLU presence at your exchange. After this, log into the member centre using your email address and check what the max speed you can get is.
See if there is a disparity between what is says you can get and what you are getting. Unforunately it may just be that due to the nature of the LLU at that particular exchange, they aren't able to provide you with a working speed over 512k at this moment. If they can't then see if you can get transferred over onto normal BT IPStream ADSL (i.e. 2 meg if that's what samknows shows you can receive) by calling them and setting out your case. Their Special Provisioning Team are able to migrate back over.
check your exchange by typing your number into http://www.samknows.com in the availability checker. Click onto the LLUxDSL tab to check the LLU presence at your exchange. After this, log into the member centre using your email address and check what the max speed you can get is.
See if there is a disparity between what is says you can get and what you are getting. Unforunately it may just be that due to the nature of the LLU at that particular exchange, they aren't able to provide you with a working speed over 512k at this moment. If they can't then see if you can get transferred over onto normal BT IPStream ADSL (i.e. 2 meg if that's what samknows shows you can receive) by calling them and setting out your case. Their Special Provisioning Team are able to migrate back over.
Yep, stop wasting time with Customer Support and demand that they put you through to the SPT. Did the job for me.
Thanks for the reply. Sam knows says my line will only support 512KB but as I previously had a 1MB connection I know this isn't true.
As far as I am aware I am not on the LLU service even though this is available at the exchange. Samknows says I would get around 1.5 on adsl max, so presumably if I was on LLU then I would get that faster speed.
One thing I do also not understand is why Orange's availabilit checker still says I should get up to 3.5MB.
I would be happy with the 1.5 - is there any way to get them to move me to LLU?
Thanks for the reply. Sam knows says my line will only support 512KB but as I previously had a 1MB connection I know this isn't true.
As far as I am aware I am not on the LLU service even though this is available at the exchange. Samknows says I would get around 1.5 on adsl max, so presumably if I was on LLU then I would get that faster speed.
One thing I do also not understand is why Orange's availabilit checker still says I should get up to 3.5MB.
I would be happy with the 1.5 - is there any way to get them to move me to LLU?
Normally if LLU was fully available in your area thats what you'd be put onto. If it was just after they enabled it but before changing the lines over you may have been put on standard ADSL and are then stuck waiting for the upgrade.
Only way to tell would be to call and ask if it's LLU or with BT.
Another possibility, though unlikely is it can only support 512k now.
Thanks for the reply. Sam knows says my line will only support 512KB but as I previously had a 1MB connection I know this isn't true.
As far as I am aware I am not on the LLU service even though this is available at the exchange. Samknows says I would get around 1.5 on adsl max, so presumably if I was on LLU then I would get that faster speed.
One thing I do also not understand is why Orange's availabilit checker still says I should get up to 3.5MB.
I would be happy with the 1.5 - is there any way to get them to move me to LLU?
Thanks!
Matt
Do you have a livebox? If so, go and have a look at the configuration pages, and go to System Information.
- To access the livebox configuration enter http://192.168.1.1 into your browser. The username and password are both 'admin'. -
The first section of the System Information page includes Three sections marked 'Noise Margin (dB)', 'Attenuation (dB)' and 'Attainable download rate (kbps)'. These figures will normally vary by a few dB, but the information should be accurate enough to list here.
Regardless of your distance from the exchange, these figures will give you the best indication of how fast a connection your line should handle. Mine suggests that I'm capable of receiving 6Mbps, and 2Mbps on 'normal' adsl. This is despite the fact that samknows implies that my line may be incapable of supporting 1Mb (my present speed). I should also point out that I live in an area with low population density, which my contribute to the clean, noise free signal I have on my line.
If you could report your findings back here I'd be interested in seeing them.
Thanks for the replies, kind people. The tech guys told me I'm not on LLU. They said I should have been put on LLU and agreed that this was a mistake. They also said however that they can't progress this, and that I need to request it through customer services. I phoned customer services who said there was an outstanding line test on my line and that i need to wait until after 17th june before they will get the results (10 days after i first called them).
Not sure about all that, but in the meantime, here is what my livebox says...
Interestingly I found this page which would indicate that i should be just within the limit to be able to get 1mb, and should get faster on ADSLMax as my noise margin is reasonable...
Thanks for the replies, kind people. The tech guys told me I'm not on LLU. They said I should have been put on LLU and agreed that this was a mistake. They also said however that they can't progress this, and that I need to request it through customer services. I phoned customer services who said there was an outstanding line test on my line and that i need to wait until after 17th june before they will get the results (10 days after i first called them).
Not sure about all that, but in the meantime, here is what my livebox says...
Interestingly I found this page which would indicate that i should be just within the limit to be able to get 1mb, and should get faster on ADSLMax as my noise margin is reasonable...
Your noise margin does seem pretty good considering that your Attainable rate suggests that you're quite far from the exchange. The number there that might cause a problem from a 1Mb point of view is the Attenuation. 60 is verging on the limit for a 1Mb line. Basically, the higher your Attenuation, the lower the strength of your ADSL signal. I won't bore you with the mathematics involved in signal attenuation, amplitude and degradation - it still confuses the hell out of me . This could be why Orange are having problems assessing whether your line will support the faster speed.
However, you stated that you previously had a 1Mb connection which had no problems, so I would assume that the signal is still strong enough to support it. Its reasonable to assume that Orange would want to do some form of line test before upgrading, as an unsuccessful move to 1Mb means that you'll lose your connection completely. This is something which will likely only be handled by the Special Provisions Team, or further up the chain of command.
Ok-thanks! You are being really helpful and It seems that wanadoo aren't being that unreasonable with me in the circumstances. I will leave it until next week and then call again - how do I get hold of the special provisioning team?
Well Wanadoo have now told me that the line tests show my line can't support a faster speed. I am not happy with this as clearly the line did support a faster speed the day before the switchover to Wanadoo, and as far as I am aware when you go onto LLU / ADSLMax, the noise margin is more important than the attenuation, and for me is quite healthy.
Anyway I have sent a letter today by recorded delivery to wanadoo expressing my disapointment, and asking them to either provide me with a faster connection or cancel the contract and refund all money paid to them so far, and have cc'd the letter to the ISPA.
So should I be getting faster than that, plus my exhange is not on an LLU
Once the Attenuation gets above 60 you're pretty much stuck with 512k. Your noise margin is a bit tight too. You might be able to get them to bump you up to 1mb, but I wouldn't suggest you do - your connection would likely be as stable as my ex-girlfriend (i.e. not very).
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