Ok. This is a bit of a long shot, but I'll give it a try anyway...
In May, my brother, who at the time was paying the BT bill, moved out. BT in their infinite wisdom decided they had to close the account and give me a new account and number, then when it was setup, re-assign the original number to the new account. This was dumb and annoying, however, in the end, they did exactly as they said, which is something.
Upon hearing they would have to do this, I notified Orange and was told it would be taken care of. And duely, once the number changed and then changed back, my internet did not return and I was forced to go through the moving house process, despite the fact my number was the same, I hadn't moved and I had notified Orange of what was happening. This process took two weeks in which time I had to purchase a mobile internet package to get internet access (I'm a work-from-home web developer!).
My connection then eventually (by now a month after notifying Orange of the change) returned, however stuck at 1mbit. I can without doubt guarantee there is no hardware or software issue at my end - everything worked perfectly before, and since I have tried 2 different (expensive, high quality) routers, the original Wanadoo Speedtouch modem, through Windows, Linux and OSX and just about every possible combination thereof. The router is connecting at an exact 1mbit (1152 / 288). It is a 1mbit IP profile.
I tried to get the problem fixed by email initially and after about a week of emailing back and forth trying to explain the above, I was told that the problem could not be fixed by email and I would have to call tech support.
Really!?
Anyway. I've called tech support a number of times now, each time I've either been fobbed off with some rubbish or I've been told an engineer will be sent to the exchange - which is nice.. except that nothing has changed whatsoever. I'm still stuck at 1mbit.
Four months after the initial changes, to say I'm a little agitated is an understatement. And before someone suggests I request my MAC code, Orange is the only LLU operator on my exchange that I can or will go with and I'm not particularly interested in IPStream services - they have just as many, if different, problems.
So.. can someone from Orange PLEASE get my connection back to the 8mbit I've been paying for? I've been a customer for as long as I've had a broadband connection and it would be nice if I was actually offered the kind of service a loyal customer warrants.
You say that you are on LLU so your comment re. IP Profile does not apply. IP Profiles only apply on BT IPStream.
It would seem that Orange (in their wisdom) have re-connected you on a capped service. Only Orange can make the necessary amendment to correct this error.
Quote:
I'm a work-from-home web developer
Please don't take this advice the wrong way. When your business relies on an internet connection the only ISP to consider is one which provides a business contract with the relevant KPIs and service agreement. If you had this, then your connection would have been down for hours rather than weeks and the incorrect new connection would have been sorted in minutes. I know proper business connections are expensive but what price do you put on your livelihood ?
You say that you are on LLU so your comment re. IP Profile does not apply. IP Profiles only apply on BT IPStream.
Heh, shows what I know..
Quote:
Please don't take this advice the wrong way. When your business relies on an internet connection the only ISP to consider is one which provides a business contract with the relevant KPIs and service agreement. If you had this, then your connection would have been down for hours rather than weeks and the incorrect new connection would have been sorted in minutes. I know proper business connections are expensive but what price do you put on your livelihood ?
Yeah, it's been more a case of not knowing how long I'd be working from home and whether I'd be staying at the same place - now things are starting to settle I will be looking into different solutions, although I'd like to get this sorted out for now.
Quote:
can you post your router stats here ?
Router: DrayTek Vigor 2820
Mode: G.DMT
Up speed: 288
Down speed: 1152
SNR margin: 32
Attenuation: 5
If there's anything missing from that list, let me know - it's a new router and I'm still finding my way around its pages
Router: DrayTek Vigor 2820
Mode: G.DMT
Up speed: 288
Down speed: 1152
SNR margin: 32
Attenuation: 5
If there's anything missing from that list, let me know - it's a new router and I'm still finding my way around its pages
SNR Margin is MASSIVE and possibly why you only sync at 1152, this could confirm a capping by Orange (they set a high Target SNR thus reducing the sync rate) but the Attenuation figure is really low.....unless the exchange is in your garden or next door then the router is mis-reporting.
I'm assuming the SNR and attenuation data relates to downstream can you see if there is any more data you can find ?
Funnily enough, the exchange is about 8 doors down from me, on my road.
Here's what telnet > show adsl gives out:
--------------------------- ATU-R Info (hw: annex A, f/w: annex A) -----------
Running Mode : G.DMT State : SHOWTIME
DS Actual Rate : 1152000 bps US Actual Rate : 288000 bps
DS Attainable Rate : 8128000 bps US Attainable Rate : 1160000 bps
DS Path Mode : Fast US Path Mode : Fast
DS Interleave Depth : 1 US Interleave Depth : 1
NE Current Attenuation : 5 dB Cur SNR Margin : 31 dB
DS actual PSD : 2. 5 dB US actual PSD : 11. 9 dB
ADSL Firmware Version : 232201_A
-------------------------------- ATU-C Info ---------------------------------
Far Current Attenuation : 5 dB Far SNR Margin : 28 dB
CO ITU Version[0] : 0000414c CO ITU Version[1] : 00004342
DSLAM CHIPSET VENDOR : < ALA >
First time I've seen a true attenuation of 5dB......you lucky $od !!
From that data (DS Attainable Rate : 8128000 bps) you should sync at maximum for the package you're on which you say is up to 8Mb so you should sync at around 8128kbps and see approx. 83% of that as throughput so around 6750kbps.
Unfortunately, having said all that, it's now down to you to cajole Orange into correcting the connection at your local exchange.
Probably best if you take a quick course in Marathi, Hindi and Gujarati
Hi there betterthanclay, 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.
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
