Two weeks ago, for about half an hour, I lost my connection. Ever since then, my speeds have not been above 0.8Mb. I've spoken to Tech Support and after an hour of arsing about in India, the Customer Care team, but as yet, no joy to increase speeds up to where they were (just under 4Mb).
The thing I'm noticing as I look a the other posts here wondering if people have been capped or not is that there seems to be a nationwide drop in download speeds. I can assume that the forum admin is connected to what goes on behind the scenes at Orange and I wonder if these slow speeds are symptomatic of something wider that could be affecting Orange?
I'm resigned to not having a solution to this problem anytime soon. And in all honesty anyone else caught in this new shambles should realise that even though they can make a fuss, I think it will be a while until any solution is presented to them as in the last few times I've spoken to CSAs I've come to realise that even though they may want to help, the organisation above them really seems to be unconcerned about their clients.
If that were not the case then they would not have outsourced Tech Support to another country where those employed have to run through step-by-step instructions that are usually of no consequence - as we all really know how to power cycle our kit and whether our browser caches are full, don't we, boys and girls?
I personally wasted an hour trying to explain to someone on Monday that even though I was getting 0.74Mb at that time, I knew that it wasn't a machine issue because I had a MacBook Pro looking at the same speed test site as the XP machine with the same speed. Ergo it wasn't related to the machine. Did they accept that and get down to dealing with the issue I had?
No. They asked me to reset my browser to its default settings and power down the machine. WHAT POSSIBLE USE IS IT HAVING STAFF THAT DON'T ACTUALLY 'KNOW' HOW TO DEAL WITH THE ISSUES AT HAND? I'm feel that the only option is to get out. We can all make a fuss about the failure of Orange to comply with the Goods And Services act and abysmal customer service but the simple truth is that they simply don't give a monkeys about the (seemingly to them, but if you're one of them, boy is it a pain) small group who aren't getting quite what it says they should on paper.
Anyway, I digress...
I'm writing this from the point of view of someone who was shunted onto LLU last year and lost service for six weeks with little or no support. I know some of you have been without for longer then and indeed now and I think I - and all of you - would like to address the open question to Orange: What the hell is actually going on? Will there be a resolultion and recompense for this (as I use my connection for work as I'm sure some of you do too.) And is this a bigger problem than we are actually being told? Is it something countrywide?
Going back to my point above, I think migration is really the only option. I'll be doing it as soon as I can synch it with the end of my contract, as there's no way these buggers are getting any more money out of me than they have to. We should vote with our virtual feet. Anyone else?
Elhana, I know you're involved in the ranks in some way and it was a delight to see you were modding now - as I was only here last twelve or so months ago when my connection fell over and you were contributing if I remember correctly - you seem to be truly attuned to the issues at hand. And the impotence you must feel knowing that the company that we are all throwing money at is making chumps some of the very people who allow it to exist. Anything you can add to help us all out?
Weird, last night I was getting between 650 - 770kbps d/l.
Tonight it's 120.
I can't help but come around to the idea that leaving is the only answer.
Once my contract is up I'm off, BT have been reliable for other members of my family so it looks like I'll go see what sort of combo deal with my phone they'll do for me in a couple of months time.
My contract is up in Dec or Jan and excepting last night's blip I have never had anything above 2mb speed despite being conned into a new contract to get 'up to 8mb'.
Last edited by Gixxerman on Mon Sep 03, 2007 9:46 pm; edited 1 time in total
Raygun, it would be useful to see you line/connection stats so we can tell what your current speed should be and what it may be able to do. It sounds like your sync rate could have dropped for some reason but your stats should highlight this if it's the case.
The official line at the moment is there are no major network outages or problems. Any reported issues have to be treated as individual issues unless minor outages are reported on the system or one is identified as the cause for multiple users.
So normal.
Ok an LLU connection sync'd at 4600ish, just over what would get you a 4meg profile on ADSL Max. Also looks like it's probably capped at that level due to the margin being over the standard target of 6 and the higher attainable.
Doesn't look like the connection to the exchange itself is at fault, seems like it's getting bottlenecked somewhere else. This was checked using a wired connection wasn't it?
Not much more I can suggest except for them to run line tests on it after that.
Sorry, Elhana I don't quite follow you. Are you saying it's capped at 4Meg with an attainable of nearly 7.7Meg or it's been capped at this abysmally low speed beacuse of noise on the line?
And if it's a noise issue will calling BT to bump the gain up help at all?
The readings are within 0.08M wired or wireless, I've tried both!
Sorry, Elhana I don't quite follow you. Are you saying it's capped at 4Meg with an attainable of nearly 7.7Meg or it's been capped at this abysmally low speed beacuse of noise on the line?
If you turn off the livebox, wait 30 seconds and start it up again and it shows a downstream rate of 4608 then that's what the LLU is capped to. LLU capping is only done through sync rate and not another system like ADSL Max's profile system.
Quote:
And if it's a noise issue will calling BT to bump the gain up help at all?
They only really deal with phone issues and if it was something simple as gain then it should be checked as part of a line test automatically.
Quote:
The readings are within 0.08M wired or wireless, I've tried both!
Then it's likely some sort of bottleneck somewhere else then. Could be the livebox or more likely it's some network issue at the exchange onwards.
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