Hoping soemone may be able to offer some help here. Orange Broadband Home Starter was activated on our BT line at our apartment in West Wales (Milford Haven exchange) on 10th February. Didn't get to set it up until Wednesday (18th) evening using an existing (non-Orange) router (only using this one as it is already sitting on a wall bracket next to a dedicated ADSL phone socket in a cupboard). All worked perfectly and that evening was downloading large files at 7.2mBps. Absolutely delighted.
The following day the download speeds had dropped to around 5mBps, which while not as good, I was still pleased with having put up with 2.3mBps at our home address for the last 12 months. However, on Thursday evening the speed dropped to below 200kBps.
Rang Orange and they said it can take 10 working days for the speed to stabilise and despite me saying a drop from >7mBps to <200kBps seemed excessive they said there was nothing they could do until 10 working days had passed.
Now, the speed is zero. It will not deliver any pages whatsoever despite the router saying it is connected with a stated DL speed of 8128kBps and upload of 448kBps. Orange have since said they will have the line tested but have heard nothing.
I have also tried the Orange Siemens router that was provided and it has made absolutely no difference. That one also states a connection speed of >8000kBps but will not deliver any web pages and just times out.
With the BT Ipstream product there is a 10 day training period during which the router should stay on and connected while the auto system at the exchange decides the best connection rate. During this process sometimes the IP profile gets stuck and this may have happened in your case.
Once the 10 day period is over plug the router into the test socket and run the BT speedtester again, read up here >>>>
Thanks for your reply. Unfortunately I will not be at the property again until next weekend and switched the router off when we left yesterday. I don't think I would have been able to run the speedtest though as I could not get any pages whatsoever. All very annoying.
I am hoping when I go back next weekend that BT will have either identified and rectified a fault or that it will all mircaulously work again. Damned annoying all the less.
That's not a good move if the connection is still training. Once the period is over and the connection has stabilised then switching off isn't a problem if it's only being used at week-ends.
Post again when you're at the property.
If you couldn't load any web pages whatsoever, did you actually have a connection to the internet ?
Well, I turned it off as we left the property so would have been no usage on it anyway. What I do not understand is why we had a perfectly stable 7.2mbps connection the first night I set it up. Downloaded about a gig of files to test it and d/l speed stayed perfectly stable all night.
Yes, I did have a connection according to the router status. Said it had an ADSL connection at 8128k d/l and 448k u/l
Won't Be Broadband again until saturday so will give it another try and post again with router stats (using my GPRS datacard if needs be)
When you get there do the following in this order :
1. Switch on router and check the stats and post here then run www.speedtester.BT.com and post results here.
2. If you have an NTE5 main BT linebox (the one with a removable lower half) unscrew the front plate and plug the router into the test socket inside and run the same as in (1) above and post.
This will give the full range of stats available for analysis.
OK, thanks. Have printed out your reply and will follow in that exact order. Even though the property is only 3 years old I do not believe there is an NTE5 Master socket.All sockets in the propertis are dual sockets marked Line 1 and Line 2 respl'y with just line 1 working at this time.
Sounds right. The apartment block has a main fire and alarm panel by the front doors monitred by Security Centre. All the apartments have fire/smoke detectors but not sure if they are wired back to this panel. The apartments (other than the penthouses) are NOT wired for alarms. The cupboard which houses the ADSL connection (and where the router sits - supplied and fitted by the builders) has a double telephone socket. One socket marked Alarm and the other marked ADSL (or infact ASDL - as I suppose the fitter was dyslexic ). I originally plugged the filter into the socket marked 'ASDL' but that did nothing so plugged it into the 'Alarm' socket and that gave me the connection light on the router. It was while plugged in to this socket that I got 7.2mbps on Wednesday evening.
I did not get the chance to remove the face plate and check the wiring but just assume they have mis-labelled them.
Mmmh....I think this may have something to do with your problem.
Not an expert but I understand any security/fire systems operating through the phone line must be filtered just like any telephone devices.
By plugging into the ALARM socket, you are using the filtered socket (assuming the fitter wasn't dyslexic) therefore you are not receiving the ADSL signal to your router.
Maybe, but I was for the first evening at 7.2mbps, while plugged into the socket labelled Alarm, and also the router thinks it is with a connection speed of 8128k. When I am down at the weekend I should have more time so can try plugging a phone in and check voice service and also remove face plate and check wiring.
Also, as there is no alarm wiring in the apartment I do not therefore believe there will be any wiring for an alarm line so think the labels are definitely crossed. Most likely when fitter was wiring the back of the socket he thought "Ah, phone wiring on right hand socket". Turns socket over and places label on right hand socket (which of course is now the left hand socket) and by default places an alamr label on left hand socket (which is actually the phone socket - if you get my drift )
Hi there, 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.
Well, I am delighted to say that I did indeed get a call from Jonathan at Orange in the week and he was extremely helpful. He has arranged for me to get a call from the Orange Exec Technical team today to discuss my issues.
However, the even better news is that having come back to the apartment this morning, switched the supplied Orange router (Siemens SE572) back on and all is absolutely fantastic. Connected straight away, wireless all working and getting a constant 6.5-7mbps download rate.
Absolutely delighted. Can only think there may have been an exchange problem last week. Here's hoping the connection is always like this every time we come here. Very happy.
And a big thank you for this forum giving me the opportunity to raise this issue and have it seen by the Orange Exec Team. Big thanks all round.
And as an aside, I managed to increase my BT Broadband speed at home this week from 1.6mbps to 4.5mps simply by removing some old internal extension cabling. Also yesterday fitted a new NTE5 box (the new ones with the included filter - same as new iplate) and my sync speed has gone up by another 0.7mbps so expecting another jump in the next few days to about (hopefully) 5.0+mbps. All together a great week for my Broadband.
Hoped I wouldn't be back here but for the last 2 months I have had no Orange Broadband. Well, I am lucky enough to get about 8kbps, so might as well be nothing.
Router still shows as connecting at close to 8MB with a Download speed of 7128kbps but cannot load any sites and using speedtest.net repoorts speeds of between 1 and 12kbps. Whooppeee! Upload speeds are still around 375kbps so it is only the download speed.
I have switched the router off, waited ages and back on again, rebooted etc bit still nothing. Only think I can think is not helping is that because this is in our apartment we are only here every few weeks so there is no useage at all for weeks then when we are here nothing.
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). I originally plugged the filter into the socket marked 'ASDL' but that did nothing so plugged it into the 'Alarm' socket and that gave me the connection light on the router. It was while plugged in to this socket that I got 7.2mbps on Wednesday evening.
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