When we originally signed up with Orange it was all fine and dandy we were getting the full 2Mbps that our line was capable of. But now a few years on our line has been upgraded to support up to 8Mbps. The problem is that I am struggling to get Orange's technical support team to understand what it is I am asking of them. If I gave them the information below would this help? Is there a higher up team I can speak to? Do I ask for DSLMax?
Quote:
Exchange: [removed] BT Code: SMBD
Location: [removed]
Distance:-
Direct: 351 metres
By Road: 644 metres
Status
ADSL enabled: December 10, 2003
DSL Max enabled: March 31, 2006
SDSL enabled : Not Enabled
21CN due : (PSTN) No Info
21CN WBC (Broadband) RFS date 31.03.11
Broadband Access Market Broadband Access† Market 1
Fixed ADSL: 2048 kbps (2 Mb)
DSL Max: 8000 kbps (8 Mb)
21CN WBC : Not Available
If you can drop me a mail to customer.services@orange.co.uk, including your landline/account number, I will arrange for a colleague in a specialist team to call you.
So I can pick up your mail quickly, please add 'Jonathan Orange Response' in the first line.
I can confirm that I’ve looked in to this for you and I’m pleased to
advise that your line is capable of receiving up to 8 Meg however at the
moment you’re capped at 2 Meg. A request has been placed within our
system to get your speed increased this can take up to 10 working days,
in the meantime you’ll need to leave your Livebox switched on at all
times as this could effect your final speed.
If you’ve any further queries then please don’t hesitate to get in
contact with us again.
Kind Regards
Amy Hobson
Broadband Support
REF:WOOBB
Does it matter that I am using a third party netgear router instead of the Livebox as it says to keep the livebox connected.
How long do you think until I start seeing changes. At the moment I am still syncing at 2272kbps. Is there anything I can do on my end to hurry things along? Details below.
Quote:
ADSL Link Downstream Upstream
Connection Speed 2272 kbps 288 kbps
Line Attenuation 14.0 db 8.0 db
Noise Margin 30.2 db 29.0 db
Joined: 13 Nov 2009Posts: 408Location: South East Essex
Geostar wrote:
How long do you think until I start seeing changes. At the moment I am still syncing at 2272kbps. Is there anything I can do on my end to hurry things along? Details below.
Quote:
ADSL Link Downstream Upstream
Connection Speed 2272 kbps 288 kbps
Line Attenuation 14.0 db 8.0 db
Noise Margin 30.2 db 29.0 db
As the man said it could be up to 10 days. It's very important to leave the router on, other than that there's nothing to be done.
It has been ten working days and the upgrade has not happened. I am going to email them again.
--EDIT--
Email sent. Copy here.
Quote:
I recently received a reply (here http://textbin.com/83e07) to a query about my broadband speed promising an increase to 8 meg within 10 working days. Sadly 10 working days have now passed and this increase in speed has not happened. My router is still syncing at 2272 downstream and 288 upstream when I ideally I should be getting 8128 downstream as several line testers (Including the one on Orange's website) have shown that my line can handle 8 meg (also known as ADSL Max) and has been able to since 2006!
When this capability was added to the exchange everyone in the area (who's broadband is provided by your competitors) was upgraded automatically without having to make two phone calls and send two emails only to have their promise of an increase broken. For example a friend of ours who lives just down the road from us is getting speeds of around 8 meg on TalkTalk! Can you please increase the speed to 8 meg as soon as possible as this rather simple issue is beginning to get frustrating when it could be sorted out easily by Orange!
No reply to the email though. Is the downstream noise margin weird? Used to be around 30 before the increase. Also, speed tests are coming out at 1.3Mbps. I'm guessing this is line stabilization.
I believe the default for IPStream is interleave on and Target SNR 6dB.
I know that Orange use the BT facility called "End User Speed Control" which enables them to "throttle" the throughput speed leaving the sync and IP Profile at the correct level.
This is usually applied if a user is a persistently heavy downloader.....are you ?
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