After 2 years on 2mb with Wanadoo/Orange with very litle cause for complaint I decided to upgrade to 8mb in October. My livebox arrived in 2 days, the change over went great. I was getting downloads of 6.5mb +. I was a happy bunny for 8 weeks. On 27th November our phone calls went back to BT (we had been with Sainsbury's for calls for several years) Now my download speeds are never higher than 1978 and the upload speeds have dropped to 220. BT say it's not their problem. Orange say I'm on a migration whatever that is and promised it would be sorted by yesterday!
My livebox results, not sure what to include.
noise margin 29.98
attenuation 38.0
attainable download rate kbps 8992
rate downstrem 2272 upstream 288
Any help or advice on what to do or who to contact to try and get it sorted please?
Kate
After 2 years on 2mb with Wanadoo/Orange with very litle cause for complaint I decided to upgrade to 8mb in October. My livebox arrived in 2 days, the change over went great. I was getting downloads of 6.5mb +. I was a happy bunny for 8 weeks. On 27th November our phone calls went back to BT (we had been with Sainsbury's for calls for several years) Now my download speeds are never higher than 1978 and the upload speeds have dropped to 220. BT say it's not their problem. Orange say I'm on a migration whatever that is and promised it would be sorted by yesterday!
My livebox results, not sure what to include.
noise margin 29.98
attenuation 38.0
attainable download rate kbps 8992
rate downstrem 2272 upstream 288
Any help or advice on what to do or who to contact to try and get it sorted please?
Kate
seems you are migrating down then ??? speedtest.BT.com will tell you what Orange have set your IP profile at, upload & d/l speed - report back
Thank you for the suggestion, I tried the test, this is what I got
Unexpected result received when querying the network to find your services connection details. Please try again shortly, but if this problem persists raise the issue with your service provider.
During my last phone call to Orange accounts on Wednesday 5th they told me they were migrating me to another company, no reason given They said the work would be completed by Friday 7th and my speed would be even faster than before!
I signed up for another year in mid October so I am going to be hopping mad if they can't/won't give me back my 8mb connection
I finally got the test at speedtest.BT.com to work, the only result I got was 1905 Kbps and an IP address
I've emailed Orange this morning as I have laryngitis, I don't expect they will ever answer. I will try phoning them tomorrow, voice permitting
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Basically they do not understand what you are saying. You are capped at 2. Normally the only way to make them listen is ask for a MAC at which stage the speed goes up.
I asked for a MAC on my latest reply to Orange. No reply to that e-mail yet. As I still have 10 months to run on the contract they will probably want to charge me for the outstanding amount if I use the MAC. Thats why I want to know why I have been downgraded before I commit myslf to leaving
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Kate
I'm not suggesting you leave. You will have to ring up - say you want MAC because speed is no good. They will transfer you to UK.
Points:
Had 6.5 - very happy
Now fixed 2 - not happy
If you can not change it back, you are in breach of contract and I want to leave with no cost. You are not providing an up to 8 service.
You should find that all of a sudden they are able to put you back to 6.5
I hope you are right and they do magically put me back on 8mb
Two weeks ago and a week before they fiddled with my connection I did a test with http://www.speedtest.bbmax.co.uk/. I got 12726 kbps download and 340 kbps upload. I took a screen shot cos I thought I was dreaming LOL Sadly it was a one off
I hope you are right and they do magically put me back on 8mb
It's possible the speed may go back up by itself, sometimes it can get reduced until the line is reprofiled once the LLU migration has fully completed. If you want out of the contract then normally you'd need to give them reasonable chance to correct the problem with line tests/engineers etc.
Quote:
Two weeks ago and a week before they fiddled with my connection I did a test with http://www.speedtest.bbmax.co.uk/. I got 12726 kbps download and 340 kbps upload. I took a screen shot cos I thought I was dreaming LOL Sadly it was a one off
Some speedtests can be like that, usually the ones that do a small test and then use that to estimate the true speed.
Thank you for your info about the speed possibly going back up on its own. I really hope you are right. I'm still capped at 2mb whatever they say in their e-mails. I don't want to leave Orange I just want my 8 mb connection back. If they can't or wont fulfill their side of the contract I will want to cancel to go with another provider. I have no intention of staying on the slow 2mb connection until next October when my contract will end. I liked my 8mb and enjoyed it, albeit briefly. Orange never told me they were going to cut/move my connection and no one will tell me why they have. They promised to do line tests but none have been done. They promised me 8mb again by last Friday that didn't happen either. How long would you suggest is a reasonable time please with no answers or action?
Customer Service suggested I contact BB Customer support. I was told the migration of my line "should have been finished by Friday". I asked why I was being migrated in the first place "we like to move everyone to a better network" I then suggested they had the new network up and running before they moved people, instead of capping their service and keep giving them empty promises of when the contracted speed would be re-instated.
I have to phone back on Wednesday, yes I fell for the two days wait again! I did say if I wasn't back up to 8mb by Wednesdy I would be demanding a MAC code so I would be free to leave for another ISP without penalty as they would be in breach of their contract. (Thank you Keith ) I was told this has been noted on my records
I must add that all the people at Orange I have had e-mail contact with or spoken to on the telephone have been polite, however the outcome has remained the same I'm still capped at 2mb
I have tried the breach of contract on them aswell. They literally just laugh down the phone at me and say that upto 1meg is still the same as up to 8meg.
I told them its an open and shut legal case and was told to go ahead and try to take them to court. They are so smug.
They know I wont cancel and take them to court because I cant afford to be without my connection for weeks which is almost certainly what will happen.
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