I've just joined Orange and received my netgear DGN1000 router on Wednesday last week. I received my email saying my service was ready, the following day so on Friday I attempted to setup the router.
The Setup Wizard reported that there was no internet connection, so I checked the connection and there is an intermittent green light for the DSL. It flashes maybe every 15 seconds rather than being solid green
The router is connected to the main BT socket which has a separate ADSL socket to the phone line, so no filter required. When connecting via the phone line using a filter there is no DSL light at all.
The router I received was already open with it's seals broken, so support said they would send a replacement router to me as they thought it was a router fault. However, since then I have plugged it into my BT businessbroadband socket upstairs and it immediately found the DSL line. (on a different landline)
I have also tried to setup one of my older routers and that cannot find the DSL line on the Orange connection either
So I called back and explained to support and they did some tests and said that the line is active although there is a message that concerns them and they would have it fixed in 24 hours.
Approx 2 hours later I went back to the router and the DSL light was solid Green. Excellent I thought, but mid way through the setup the line disappeared. So I thought I'd ring BT to check the line and they confirmed that the line is fine and that Orange have probably made a mess of the activation.
This morning the light was solid again, so I tried the setup again and it failed telling me that possibly the PC firewall was preventing the setup completing and to do it manually, but the light has gone off again.
I've just rang Orange and told them I wanted to cancel the contract, surprise surprise cancellations department has a 30 min wait for the phone and they've promised to call me back later today.
Does anyone have any ideas as to why the DSL connection would do this? For approximately 4 years I ran a BT broadband on the line without problems, this was terminated last year.
Well it's a week later and after quite a few calls, being supplied with a Siemans router and being told people would call me back (and didn't) I'm finally online.
With a paltry 0.8mb/sec speed. My BT broadband line is running at 4mb/sec , so I've complained about the speed.
Orange have told me they have limited my line to 1mb/sec as it is unstable. There is something call DLM which will monitor my line and raise the speed if the line stablises. I told them about the speed of my BT businessbroadband and was told that they never get the same performance as BT businessbroadband, but it should improve over the coming days as DLM raises the level.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
I know that on the 20meg LLU service the DLM can take weeks to up your speed. It took 4 weeks for me & others on here are finding it nowhere as good as that.
The DLM service tends to re-stabilise itself every time there is some sort of noise that it detects.
Lowest profile tends to be 1024.
Average is a 12288 profile.
I'd recommend if you have some spare cash to buy a top-end router and do trial and error experiments with it by swapping different devices in and out of phone sockets, your test socket and extensions, see what SNR values you get. Check your ping, jitter and speeds as well while you're at it.
DLM is a good service, just a bit too good for the current ADSL climate. Not enough media attention is given to the root causes of why broadband can be slow and why certain people have poor service.
People will bash Orange because they are one of the biggest mobile companies around, not to mention they are regarded as a premium mobile provider. However, every company can make mistakes, it is how they change and adapt to them that will define them.
I quite like reading these forums sometimes, makes me chuckle at how 'angry' people get over such a small amount of money. It isn't law yet that you are entitled to have an uninterrupted and faultless residential internet service, remember that
i too quite like reading these posts - partly because there's only me, on my own, to try and sort out any internet problems that may occur, and I have very minimal knowledge.
I assume from the professionalism of your replies, liquid, that you are a telecoms engineer/computer engineer/Orange employee?
The reason we all get so irate is mainly because of the frustration of trying to deal with the Orange call centres, who do not appear to realise that we are not all idiots and have genuine diffiulties. I myself was driven beyond bearing a couple of years ago with a problem which I did not have sufficient technical knowledge to fix or even to diagnose; it ended up as Orange and BT (openreach) each denying ownership of the problem and refusing to admit there was one. Meanwhile, I was suddenly without internet access completely for 3 x weeks, and each time I rang either company, I was told there was no problem, and had to repeat the entire saga to a different person; I was ringing both companies at least 3 times per day for 3 x weeks. To be fair, it was not the fault of Orange in the end - Openreach engineers had incorrectly switched/de-activated/whatever my line at the exchange in error. Perhaps you can understand that when one can get absolutely no sense from service providers, we do tend to get a little tetchy.
Also, with a further email problem, it was a frequent contributor to this site, whom I also suspect of being an engineer, who told me how to get around it, after days of fruitless time-wasting on the phone at vast expense to Orange.
I assume from the professionalism of your replies, liquid, that you are a telecoms engineer/computer engineer/Orange employee?
I'm none of the above.
In regards to ownership, you are totally correct, no businesses these days want to take any and it usually takes involvement from a regulating body to jumpstart the heart of many problems.
I'll gladly help any who ask in a civil manner. I can tell you the ways around pretty much anything regarding billing, technical or legal issues. However, whilst frustration is common and not without just cause it doesn't get anyone anywhere.
Too many people think the media, OFCOM and Watchdog have this divine power but as can be seen in many cases, they are just as desperate for the bait as they are for the punishment of the companies.
The DLM service tends to re-stabilise itself every time there is some sort of noise that it detects.
Lowest profile tends to be 1024.
Average is a 12288 profile.
I'd recommend if you have some spare cash to buy a top-end router and do trial and error experiments with it by swapping different devices in and out of phone sockets, your test socket and extensions, see what SNR values you get. Check your ping, jitter and speeds as well while you're at it.
DLM is a good service, just a bit too good for the current ADSL climate. Not enough media attention is given to the root causes of why broadband can be slow and why certain people have poor service.
People will bash <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> because they are one of the biggest mobile companies around, not to mention they are regarded as a premium mobile provider. However, every company can make mistakes, it is how they change and adapt to them that will define them.
I quite like reading these forums sometimes, makes me chuckle at how 'angry' people get over such a small amount of money. It isn't law yet that you are entitled to have an uninterrupted and faultless residential internet service, remember that
I've just received a follow up from Louise in customer services and she has told me that the DLM is keeping my limit to 1mb as the line is very noisy and signal is dropping out on a regular basis. She has suggested I fit a BT i-plate to the master socket. So I agreed to do this over the weekend. However, looking on the internet my master socket is not compatible with the i-plate as it has a separate DSL and Telephone sockets.
Anyone have any ideas of what I can do to improve the line without an i-plate?
Liquid --- My problem is not with the money. My problem has been with the diabolical customer service from Orange. It doesn't matter how much or how little you pay, you should still get a reasonable level of customer service. Orange seem to think that it's OK to make you wait on a 10p per minute line for 40 minutes, they seem to think it's fine that they can ask you the same questions more than 5 times. I have more of a problem with the customer service than the lack of internet as I know that it's a technical problem so can be fixed. Eventually!!
I only got a good level of customer service when I escalated the issue to the executive office and told them I was going to OTELO. I was calm and polite to all I spoke too at Orange, but I was not getting anywhere with the, I shouldn't have to escalate to get a reasonable level of service..
Search 'bell wire' on Google, tells you how to do exactly what the i-Plate does anyway.
If you have a test socket, stick the broadband in that with 'nothing' else, including phones, fax machines, Sky etc. Do not use any splitters, extension cables or BT extensions. If there is still noise and the router has been changed then the issue is external, requiring SFi / Transmission involvement.
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