Hi, ive been with Orange for almost a year now with no major problems connecting at 3 to 3.5 Meg and getting good download speeds, but suddenly a couple of weeks agi my download speed dropped to 15kbps and stayed there, upload speed seems unnaffected. I tried all the obvious things, disconnected everything but the router, changed filters, cables, tried different routers, used the master socket, etc. but no improvent. So i contacted Orange and after about 20 minutes going through pointless steps like clearing my cache in ie and all the other things i'd already tried they told me to run a speedtest using BT speedtester which i did.
The speedtest showed my ip profile was set to 135kbps even though i was connected at over 3Mbps so i assumed i had had some temporary line problems and the profile would sort itself back out, which it didnt. So I called Orange back and was told i need to run the BT speedtest twice before they could input the result and do a line test, so i did the test again and got the same results. Another phone call to Orange and 30 minutes going through all the same steps again before they would take any further action and i was told i have to do the speedtest 3 times before they can do anything further!
Ok, so i do the test again, same result (connection 3296kpbs, ip profile 135kbps, actual throughput speed 105kbps) and call back, after going through all the steps again (the CS people just refuse to do anything until theyve been through their little "script") i get to the point where they can put in my results and they cut me off!
So this time i call back and straightaway ask to speak to a supervisor, a few minutes on hold and i get one, but still he insists that i check all the same things again (filters, clear cache, reboot router etc. etc.) and then informs me that a lot of their "valued" customers have been experiencing the same problem, that they are looking into it, and that theres nothing more they can do all i can do is wait a week or so and it "should" get better and i should recieve "incredibly fast" download speed then.
From what i can gather the problem is the ip profile being "stuck" at 135kbps and it needs to be reset by BT to re-adjust to the line, orange refuse to contact BT about it, wont do a line test, adn now Im basically stuck with barely usable internet and no way of getting it sorted out. I also still have 7 or 8 months left to run in my contract so i cant just change to someone else without having to pay up the remaining time on the contract.
Does anyone know any way to get this sorted either by a different contact for Orange or directly through BT? as far as i can see the only way to deal with Orange is the same call centre and they pretty much point blank refuse to help.
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