I have the Orange unlimited (up to 8 meg) package - for just £5 per month.
In the past month my speed has dropped from a good 6500-7500kbps down to 2000kbps off peak and 500kbps at peak times. To me it seems like my line has been capped. I have fallen foul of the FUP once before in the past and my line speed was reduced for 3 months - however Orange tell me that this is not the case this time - my line has not been restricted!
On Saturday I called Orange support who were as unhelpful as 90% of ISP's. They INSISTED that my line could only support 2Mbps and that it had been that speed since January 2007. This is clearly untrue. The Orange website now shows that the maximum speed which my line can support is 2Mbps.
My Livebox reports my download rate as 8096kbps and my attainable rate as 9856kbps. My noise margin is 9.9dB. I am using a laptop with XP SP3 wireless and a PC with both XP SP3 and Vista Ultimate x64 which is wired.
So far I have spent over 4 hours on the phone to technical support who have now decided to look into it! They have asked me to run the speedtester.BT.com site to measure performance at least 3 times. Unfortunately this test seems to be broken at the moment - it hangs at the QoS test in all 3 operating systems (Orange had the cheek to tell me it was my PC at fault for the test not running!)
I'll try to keep you posted how this pans out, I am certainly not going to accept less than 4Mbps since I have had a good rate for the past 20 months! My advice - dont listen to the script monkeys from India. If they refuse to help or they can't help ask to speak to the escalation department! I found the call center to be most helpful on a morning rather than in the evening!
I'm on the Ripon exchange. I see that many people have similar problems which is why I felt I should post my experiences and how I am going about resolving the problem. I work in IT support and I dont use scripts to diagnose problems. I also work quite closely with a number of ISP's who provide broadband services to some of my customers - knowing the right people can be quite helpful at times!
Previously my line did support the BT speedtester. I am / was connected to ADSL max hence my 8096kbps sync speed. My IP profile has dropped to 2000kbps off peak and 500kbps peak. Orange are insisting that this is not their doing.
I have the Orange unlimited (up to 8 meg) package - for just £5 per month.
I reckon that this is the problem. I was on the original 2004 1Mb @ £17.99 per month and when my local exchange went LLU in 2005 I was told that :
"We've just launched even speedier broadband - it's now up to 8 Meg. And, we'll give you a free upgrade to the fastest speed your phone line can support when it's available to you."
In mid-April 2008 Orange decided I wasn't entitled to the 5.8Mb connection I'd had since 2006 and increased my Target SNR to 30+ resulting in a connection speed of less than 2Mb but it took them until mid-August to tell me why.........I'm now with o2 (now Sky) connecting at 8Mb.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
I got my answer today. Apparently I used too much data again! 57Gb last month... Why they couldn't tell me that when I reported the problem?
Anyhow - I have voted with my feet! I requested my MAC and have cancelled my direct debit. They want an extra payment from me as I am supposed to give 30 days notice. They can get stuffed - in fact I am preparing them an invoice for the 4 hours of my time they have wasted. My standard consultancy is £35 per hour and they also owe me for 2 call outs as a result of my inability to offer remote support because of the cap. These are £65 each!
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