Have had my Orange connection for 5 years now and never had a problem, but last November i received a letter from Orange saying that i had exceeded there fair usage policy and are capping my speed until they have reviewed my account, But on there web site they apply no value to how much you are allowed to "Download" each day i.e 2 Gb per day, so to say i have exceeded there fair usage policy makes no sense, as any amount of data sent down the line could exceed there "Fair" usage policy.
Anyway, was told by Orange that it would take 3 months to "Monitor" my connection, and if my usage decreased they would revert to my old speeds.
Got a letter in Feb saying that they would restore my connection speed on the 14th feb, this came and went, contact customer services, they told me that it would be a further 10 days until BT could take the cap off. This came and went. Eventually after kicking up a fuss a senior member of the team called me and apologized for the issues and guaranteed that it would be fixed by Monday (Yesterday). You guessed it no change so called customer services today, now they are saying that the cap has definetly been removed but it will take a further 10 for the line "to establish the best line speed".
Is this just another fobb off, i cant see how or why they would have to run tests to establish line speed, especially as i have had a problem free line for so long.
Does anybody know if this test is required, has anybody else had this type of issue???
I am now seriously contemplating leaving Orange and certainly would not recommend them to anybody. Whats your advice???
Download speedachieved during the test was - 445 Kbps
For your connection, the acceptable range of speeds is 50-500 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 500 Kbps
My IP profile is at 500kbps, does that mean that they havn't taken off the cap???
Also what did you mean about the attenuation comment???
Not necessarily....the BT DLM system can take several days to "catch up" with the sync speed.....but it's possible the cap hasn't been removed. The profile should increase over a 5 day period so if it doesn't then you need to be a nuisance with them
I've never seen a 500kbps stuck IP Profile before so it may not be that.
Quote:
Also what did you mean about the attenuation comment
JOKE.....With such a low attenuation the exchange must be in your loft. If you were on ADSL2+ the router would sync at 20meg or may be 24meg with Be*.
If your exchange has been WBC'd byBT then yes....otherwise if there was an LLU ISP in there...that's why I asked which exchange....what village/town are you ?
Quote:
If i check again tommorrow etc, what do you think my IP profile should be set at?
Not necessarily but run the BT speedtester every day to check progress. If it hasn't started to increase by Thursday then you should start shouting at Orange because sometimes BT don't react quickly to an ISP's instruction and may not have removed the cap even though Orange have instructed them.
I work for Orange and if there is anything I can help with, please do not hesitate to drop me a mail.
If you can email your landline number/broadband account number and best contact number to customer.services@orange.co.uk, I'll give you a ring to discuss.
So I can pick up your mail quickly, please add 'Jonathan Orange Response' in the first line.
And so it continues, 10 days after Orange say that the issue will definitely be resolved, i still have the same problem. They are now saying that there is a line problem, another 2 days before i get any more information.
Performed a speed test, still saying IP profile of 500kbps, download speed of 483kbps.
I don't know what to do now, lost all faith in Orange they had 2 months to fix this problem and still havn't fixed it. The Orange employee Jonathan didn't get back to me (Thanks for that, just goes to show how much Orange respect there customers), had to contact Orange myself, who then had a go at me for not going through there Tech support team, i told them there tech team were useless and that i could understand what they were trying to say (Pigeon English). Stuck in line test territory again.
Anybody got any advice? Should i ask for the MAC code?
Tell them that either the IP Profile is stuck or BT have not complied with Orange's instruction to remove the cap....I did say that sometimes this happens.
I have told them that the IP profile was stuck, they told me that the IP profile fluctuates and can be at 500 kbps one day and 7000 kbps the next and that it was not the issue, i told them that this may be the case but mine has been at 500 kbps since they made the change/restriction. They guarantee that the speed restriction has been taken off spoke to the guy that took it off (Allegedly). They also told me that during the speed restriction days i should of had normal speeds during day hours and that it was capped during evening hours (6-12) but this was not the case since they made the change i have never had a speed faster than 483kbps regardless of time of day.
I have not made any changes this end, no new router no new lines/cables etc, so the issue must Be Broadband end, have tried calling BT wholesale but they won't take my call.
They are now performing a line test (another 2 days) but i don't hold much faith.
Do you know another person i can contact or advice as what to try next???
The figures below give a rough indication of how long changes are scheduled to occur after an increase in the IP profile. The Percentage Increase in IP Headline Rate = Period before the BRAS profile changes begin.
Thanks again Borednow, your full of useful information, It seems that my IP profile is stuck, Gunna try turning it off overnight like suggested in the Kitz page and see what happens.
Its funny how Orange tell me one thing and the information provided and my own research says something completely different.
I guess my new question is how do i convince Orange that this is the problem??
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......do 
JOKE.....With such a low attenuation the exchange must be in your loft. If you were on ADSL2+ the router would sync at 20meg or may be 24meg with Be*.
