I've had similar problems to others on this forum. I've tried all the things suggested by Orange to date e.g. main BT socket, unplugging everything else, internal ping tests, etc. etc. I actually feel that the customer services people I have talked to so far do not actually understand what I am telling them e.g. they asked me to let them know which 'website' I play games on (didn't know gaming servers like those used for Counter Strike and Left4Dead were referred to as websites!!).
They have one more chance - I've written the below to them:-
The issue returned last night and again seems bad tonight.
This issue only started earlier this year after several years of good service with yourselves.
It affects not only my ability to play on line games but my son's ability to use his XBox 360 and my ability to work from home using my works laptop via a VPN.
Everything goes fine for a few days then goes 'bad' again.
Why has this only started being a problem this year?
Have Orange changed something or is the service through my exchange overloaded or something?
I understand that there are times when the internet is busy but it has never been a problem until this year. Is the internet busier than it used to be? Probably, but should that mean that Orange broadband does not provide me with an adequate level of service during those periods - I hope not!
I understand that certain factors within my own home can have an impact e.g. use of a webcam on anther computer but I am able to remove that as a possible cause by disabling all wireless connections.
My own PC (and the XBox360) are hard wired to the Livebox. I have unplugged them both in turn to ensure that it is not one, or the other that are causing the problem.
The problem is very erratic and running ping tests over and over again result in one good one, followed by a bad one, followed by perhaps another bad one and so forth - varies second by second.
Please try and assist in getting to the root cause of the problem.
Hi there Wurz, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your personal contact details and username from this site, and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
Hi there Wurz, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your personal contact details and username from this site, and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
Kind regards,
Jonathan
Orange Response Team
I already have. See above. Case Reference: 1585315 - you should be able to find my phone number from that - it's the one associated with my broadband account.
Hi there Wurz. I believe I have the exact same problem, and Orange seem to not be able to help me. If you hear of any further advances on this situation, could you post updates here? Because I would like some help from someone who knows what they are on about!
I have been thinking and I cannot find a logical reason for why this is happening, I know I don't know much on this topic, but I do know enough. Orange seem to know nothing, and when I ask for help, they avoid the question completly. To be honest, I think it is their Livebox. Me and my Dad are considering buying a new router to use, which will prioritize traffic for online gaming and such.
But yeah, If you could update on the situation, that would be very helpful.
Well my situation with gaming is that I get 70-100 ping when I should actually be getting maybe 20-50 on game servers.
I did contact Jonathan from Orange who put me in contact with the Orange engineers. Apparently the problem is that they are trying to put too much speed down my line. They said to expect a lower download speed but better ping within 48hours. Hopefully, fingers crossed, this problem will be fixed.
If not then I'm going to persuade my father to switch to another ISP.
Good luck with your problem, I'll post any useful information that I get.
I have tried two Liveboxes and a Belkin router and it makes no difference.
Jonathan from Orange phoned me just now and I have a technical escalation person ringing me at 16:40 tomorrow so I'll advise how I go on.
We have the exact same problem as you Wurz and Jonathan from Orange contacted us and did a technical escalation which resulted in opening ports/enabling DMZ/new livebox. All of which resulted in no change, then we were rather helpfully told they can no longer help as the problem appears to be outside the house, between the house and the internet and they will only resolve problems inside the house. Which basically means that they are going to do nothing and we are meant to live and pay for a rubbish service.
We have only had this problem for about 6 months, maybe less, the service for the year and a half prior to that was no problem. I am also fairly sure the technical escalation person didnt have a clue about online gaming as he was asking some fairly stupid questions and also didnt know what VOIP services are.
I am sure that Orange have put in some kind of traffic shaping for online games and this is why so many people are having problems, which if it is the case I wish they would just admit what they are doing.
Good luck with your call Wurz and please let us know the outcome as I would be interested in hearing the responses that you get, as the customer service that we have received really is laughable now.
OK, they turned interleaving off (the technical person who I spoke to did not seem to really know what it was). At first, it seemed to help, but really all it did was make my ping less during the 'good times'. Soon as the 'bad times' (peak usage times) returned it was not really any different.
Thought I'd try an iplate as I have phone extensions in my house and my livebox is plugged into the upstairs spare bedroom phone extension. This has made no difference but that's possibly because I can't really plug my livebox into the master socket which is where the iplate is fitted.
Next steps - bought a wireless adapter for son's XBox 360 and will use a wireless adapter for my main PC (upstairs in the spare bedroom). Then move livebox downstairs and plug into BT master socket - just hope signal is OK.
Don't expect this to help but will try it to rule it out.
I'll post an update next week and, to be fair to Orange, once I've left them, I'll post if a new ISP made any difference. But to be honest, if I can find an ISP where the support is good quality and the people know what they are talking about, it will be one step up from Orange even if the problem doesn't go away.
Talk Talk advised me today that Orange use 75:1 contention ratios whereas 50:1 is more usual. This could explain things but not sure if it is true (would Talk Talk be allowed to say that if it wasn't).
They said:-
Broadband Max products (the up to 8 and 24Mbps ones) aren't sold to ISP's by
BT Wholesale with contention ratios anymore - that was stopped a few years
ago.
BT don't share the contention details for lines at the exchange any more,
however most contention occurred even before then at the ISP side.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
