Joined: 29 Jul 2010Posts: 9Location: United Kingdom
My Orange connection has been consistent at around 4 to 4.5 mb until last week when it dropped to 1019kb/s despite being synched at 5046kb/s.
This has remained this way despite many calls to India.
It would seem my line profile has stuck now at 2045kb/s as it has been on that for 4 days despite a perfectly stable router connection.
When I call India I get a different story each time such as
Server upgrade is tuning your line.
We are waiting for a line test.
The line test tool is down so we cannot help, please ring back later.
Your line has a fault (BT check says no faults on line)
Engineers looking at it and it will take 4 days!
You are getting the max speed your line supports (Samknows Ofcom Performance
monitoring data for the last 2 years clearly shows my speed has been
consistent between 3.8 and 5 mb.) It is only since 24 July that my speed has
dropped by 75%.
When I ask for my line profile speed or bRAS profile the support staff in India do not seem to know what I am talking about and suggest yet another line test. Obviously my line is ok as it synchs at a much higher speed than the profile is allowing and BT have confirmed no faults on my phone line.
Any suggestions as to how to progress further and get my profile back to 4.5mb?
Joined: 29 Jul 2010Posts: 9Location: United Kingdom
Borednow wrote:
Can you post your router's stats and the result from www.speedtester.BT.com ?
Router stats
ADSL firmware version : A2pBT009c1.d17d
Connection mode : ADSL2+
Type : Fast
Noise margin (dB) : 10.9
Attenuation (dB) : 52.0
Attainable download rate (kbps) : 5065
ADSL status : Connected [0]
Downstream Upstream
Rate (kbps) 2045 605
BT speedtest does not work as my exchange is LLU so all I get is message that BT cannot run test.
Speedtest result from speedtest.net
ping - 60
downstream - 1.67 mb/s
upstream - 0.45 mb/s
Joined: 29 Jul 2010Posts: 9Location: United Kingdom
I am already plugged in the master socket.
Are you saying that Orange do not use a profile system to control the maximum speed of the line? If so why are their support staff telling me my line is "being tuned to set a profile"?
I had a similar problem in 2007 which went on for weeks until I got through to a UK call centre and the man I spoke to said he would reset the profile manually and it was sorted within a couple of hours of that call.
When I tell the Indian call centre staff this all I get is the usual scripted answers of "we have to go through our tests and follow procedure" which is getting me nowhere.
I will soon be getting to the stage of pulling the plug and looking for a new isp.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
It does rather seem that you're on a manual profile right now as the DLM controls speed by the SRNM profile, something many of us have experienced when joining 0range.
You haven't downloaded a mass of stuff & exceeded their FUP by any chance?
You could try emailing support asking for Jonathan as he has been able to help sometimes. So drop a mail to customer.services@orange.co.uk with 'Jonathan Orange Response' in the first line.
I am already plugged in the master socket.
Are you saying that <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> do not use a profile system to control the maximum speed of the line? If so why are their support staff telling me my line is "being tuned to set a profile"?
Not the master socket, the test socket which is located inside.
Orange don't use bRAS Profile, that's why they didn't understand what you were asking.
As tinytim said, the profile is SNR-based and you are on the default Target SNR of 10dB.
Joined: 29 Jul 2010Posts: 9Location: United Kingdom
Thanks for all your responses.
I have been in the test socket (sorry for calling it master) since the problem surfaced.
I have not exceeded any Fair Usage Policy as that was one of the questions I asked, apparently if you do end up capped from that you only get 512k connection in peak periods.
I will try mailing Jonathan and see if he can shed any light on this.
Again thanks to all that are responding
Joined: 29 Jul 2010Posts: 9Location: United Kingdom
I have just had a text message saying ring for an update on your problem.
I have phoned India and I am now being told the following :-
There is no fault on the line.
The fault is with your internal house wiring, - Clearly wrong as my router is synchronised at a much higher rate than the line profile speed ie I synchronise at approx 4.5mb but the profile speed limits me to 2mb. This clearly shows my wiring is ok as the router is correctly synchronising. It is the line profile that is limiting my speed.
Your line is at the maximum speed it will support - Again total rubbish. I can supply 2 years of results stored online from the Samknows Ofcom Performance Monitoring experiment of which I am a member which shows constant download speeds (not synchronised speeds) of between 3.8 and 5.2 mb/s
I asked to speak to the escalations team as this problem is just getting fobbed off by the support staff and was refused.
The person I spoke to (Abhijeep) is now saying he will close the problem and start again!!!!
He is claiming the line tests done were incorrectly raised and I should call back in a few hours.
My problem with the speed seems to be purely and simply the profile on my line has been changed for some reason and is severely limiting my speed online. The router clearly shows that the line is capable of the speeds I am used to getting as backed up by the Ofcom results.
Another example of terrible support from Orange Broadband!
Joined: 13 Nov 2009Posts: 408Location: South East Essex
I think you're mis-reading/interpreting the router stats, you are actually syncing at 2045kbps whereas you have the potential to sync at nearer 5meg.
The usual way for 0range to control your sync speed is by adjusting the SRNM but as that is as low as it will go then clearly something very strange is happening. It looks like they've forced a particular speed profile on you & I doubt that the first line support know anything about that - or indeed about anything else in truth. If it's not in their script they've had it.
Getting anything escalated seems to be incredibly difficult and the only ways to do that seem to be via the likes of Jonathan or email to the executive office. I'd give Jonathan a day or so to reply & if none received I'd email the Chief Exec at this email address:- tom.alexander@orange-ftgroup.com . He won't personally reply but his staff seem quite helpful & try their best in my experience.
Joined: 29 Jul 2010Posts: 9Location: United Kingdom
Thanks Tinytim
I have actually managed, within the last hour to get the matter escalated and I am being told that the engineer has reported a fault in the profile for my line and it will be sorted within 48 hours.
I will not be holding my breath though
The escalations team have said that the initial reported fault was for intermittent connection and not slow speed which is total rubbish. now they seem to have identified the fault maybe something will finally be done.
Thanks for all your help, I will let you know if and when there is any improvement.
I think you're mis-reading/interpreting the router stats, you are actually syncing at 2045kbps whereas you have the potential to sync at nearer 5meg.
Yep.
tinytim wrote:
The usual way for 0range to control your sync speed is by adjusting the SRNM but as that is as low as it will go then clearly something very strange is happening.
I'm not sure it's that simple. I suspect that they can also vary the power level (within reason) to give, for example, a 2Mbps profile with a 10dB margin.
Joined: 29 Jul 2010Posts: 9Location: United Kingdom
Update!!
Orange are telling me the speed I am getting (2mb) is all my line will support????
I have provided figures from the last few days direct from the router showing attainable rates between 4 and 5.2mb along with historic Ofcom/Samknows data from the last 2 years showing consistent 4 - 5mb.
They agree the line is "graded" at 4.5mb but the DLM will only allow 2mb and they suggest I will need to get used to it as they can't (read won't) alter it!!
No reply from Jonathan so I will request MAC for broadband and PAC's for my Three phones in the family.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
This is so typical of 0range Support, they really haven't a clue.
Don't blame you for leaving , just be careful where you go to though. If o2 (now Sky) have an LLU presence in your exchange then they are an obvious option.
Post your exchange code so we can see what's available.
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