I have recently moved to Orange broadband (about 4 weeks ago) and I am regretting it ever since as so far I havent been able to get a usable speed during the time when I need to use the internet.
1st off I called CS who wouldnt even look in to the slow speeds until the 10 day line stabilisation had been completed. At this point in the evening I was getting varying speeds between 0.1 and 0.9 mbps.
After the 10 days there was no improvement what so ever to the point where simply loading google on occassions would take up to 50 seconds and sometime even time out. I called CS and was asked to provide speed tests from 3 different time of the day.
I was surprised to find at 6:30am I received a speed of 5.45mbps!!! (shame I leave for work then and will never want to use the internet at home at this time.) I then did a test just after 5pm and got 1.5mbps, then at 9pm got 0.3mbps when i finally got the page to load.
So far I am just going round in circles with CS, each time I keep getting asked the same questions and it is frustrating, I know the line and router and connection is fine as i get OK speeds in the morning, I just want a usable speed in the evening.
Has anyone any ideas what I can do? As it stands I look to pay out the remaining 17months of my contract to get away from this which is completely unfair.
_________________ Frustrated with Orange broadband
The speed in the evening for me is actually un-usable, I have a vodaphone 3G dongle which I can get 2.5mbps reliably where I live all evening compared to the <1mbps from Orange Broadband. really dont know what to do, the CS are useless I have been hung up on and always have to repeat myself / get the agent to repeat themselves. If anyone out there has had the same and has managed to get this resolved please let us know!
_________________ Frustrated with Orange broadband
Download speed achieved during the test was - 246 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :7616 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6500 Kbps
same this this morning at 6:15am and got:
Download speed achieved during the test was - 5872 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :7616 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6500 Kbps
>20 time better in the morning!!!!! Whats going on here.
I have read some people believe they have been throttled at peak times due to excessive use, but ive only been a customer a few weeks and have never has any use worth talking about out of my connection.
The router is also secured and when I check connected devices its always only my PC!!
_________________ Frustrated with Orange broadband
there is no chance Ive exceeded 5GB what so ever, its so slow in the evenings that Im using a vodaphone dongle instead. I have a monthly 5GB limit on that and never get much above 3GB.
At present I cant even browse sites like BBC in the evenings....
_________________ Frustrated with Orange broadband
there is no chance Ive exceeded 5GB what so ever, its so slow in the evenings that Im using a vodaphone dongle instead. I have a monthly 5GB limit on that and never get much above 3GB.
At present I cant even browse sites like BBC in the evenings....
Yeah mines ridiculously slow from 5pm to about 11 at night , seems to affect download speed the most. I'm on unlimited so cant be being throttled and if i am there will be hell to pay. So many issues with Orange but i did at least find a way around the abysmal email problems i had.
Had to sort it myself because they dont do **** all to help.
I second everything that everyone has said here, in particular slow broadband for new users. I'm using the poplar exchange near Canary wharf and my connection is literally unusable from 5pm to 11pm as everyone has stated thus far. I've just moved home just over two weeks ago, Three levels up in our apartment block.
My wife who needs to work from home at night can't even remote to her computer at work because it is so damned slow. The situation has become so untenable now that I have also resorted to andyh1983's solution of buying a Vodafone dongle just so my wife can work. It is completely ridiculous that my fixed line broadband is so much slower than my Vodafone dongle to the extent we can remote to her work on the dongle but not on the fixed line broadband.
Speed tests at around 9pm resulted in 0.7mbps downloads and 0.3 mbps uploads which is completely ridiculous. Testing past 12am, my downloads jump to over 6mbps. All tests performed on the BT test socket.
I am highly certain that it is not an exchange issue given that I did not have this issue at the last apartment. Surely moving up 3 levels doesn't cut my speed by 6 times?
Looking forward to having another shouting match with Orange cs. I've realised from my experience so far with them that if you don't shout, nothing ever gets fixed by them.
I would just love for them to refund my remaining 12 months, and give me my MAC code.
I have given up on calling their CS, every time i get routed from team to team with no one taking ownership and always eventually been told they would investigate and call me back, never get called.
Each time they ask me to do speed tests, even though I have done this numerous times and always I provide the same results >5mbps in the morning then around 0.25mbps in the evenings.
I resorted to the support email form on the website about a week ago and again have got absolutely no where, initial responses saying they will look then nothing, then I chase and they say its with the technical team then nothing again and finally I chase and they say in order to resolve I need to call CS
Requested their complaints team contact details which I now have but its a postal address so dont expect this to be looked at any time soon If anyone has an email address which I might get a more useful response from let me know.
Still cant believe the service from Orange, still a month as a customer and no use out of the broadband worth talking about.
_________________ Frustrated with Orange broadband
I've been with Orange for many years and on ADSL Max (8Mb) for several years. My profile is 3500 Kbps and I get 3 Mbps early in the day. Until a few months back the evening was quite useable but now it is almost unuseable typically less than 0.5 Mbps. My experience with Orange support is that it is a complete waste of time contacting them. I had a really patronising reply to my recent email request for them to investigate (at the level of have you switched your PC on etc). Orange obviously have seriously bad contention ratios and possibly no traffic prioritisation. PlusNet's webpage report for my exchange is that it currently has no 'Virtual Path Problems' i.e. the exchange isn't that badly overloaded. So, I will be getting my MAC code shortly when it is cost effective for me to move over to someone like PlusNet. You have to know when to give up with Orange..
Joined: 13 Nov 2009Posts: 408Location: South East Essex
Over the last 6 months or so those products from the main ISPs who are using BT's network seem to be suffering major contention of an evening. o2 (now Sky) , 0range & even Sky users are all reporting issues of an evening.
It seems like the smaller players like PlusNet , Zen etc are not having the same issues so making a move in that direction makes sense.
Over the last 6 months or so those products from the main ISPs who are using <a href="http://btbb.at/theside?LID=21">BT</a>'s network seem to be suffering major contention of an evening. o2 (now Sky) , 0range & even <a href="http://skytv.at/theside">Sky</a> users are all reporting issues of an evening.
It seems like the smaller players like <a href="http://pnetbb.at/theside">PlusNet</a> , Zen etc are not having the same issues so making a move in that direction makes sense.
I was on Orange broadband and had the same trouble with speeds, high ping, rubish call centres etc. I, like a lot of you, suffered grately with both work related and online gaming issues ie laggy connections and games been unplayable on an evening.
I moved to BT a few months ago and now have a way better connection. I have 6-7mb (limit for my area) download and low pings all the time, even on an evening. Its brilliant. Online game is perfect, no lag whatsoever.
IN ALL SERIOUSNESS GUYS, MOVE TO BT NOW!! YOU WONT REGRET IT.
I still have 12 months left on my Orange contract so I was told that if I cancelled, I have to pay out the remainder of which would be 120 quid.
Anyway
20 calls later (I have every single person I spoke to written down)...
1 Line test each time I spoke to someone on the phone
1 very very rude guy from the fault team
1 engineer visit from openreach
1 new router to rule out the existing router
I couldn't hack it and requested the MAC code.
Was adamant that I am not to pay out my contract... too my surprise, they let me go without paying it off. Finally... released of my bonds and feel like such a load has been lifted!
Finally After about 3 month of no service at all from Orange and using a separate 3G dongle for internet, one of the call centre guys who i hadnt spoken to before let slip that after joining Orange if they cant stabilise and maintain a usable service they will void the account and provide a MAC after 2 months I instantly requested they cancel my account as I'd been having issues since day 1 and he had no choice. I recieved the email with MAC the next day and have now moved to BT which I am happy to say is stable and always above 5mbps sometimes I even get 11mbps
Good luck all.
_________________ Frustrated with Orange broadband
Unless 0range have moved the goalposts, it's always been accepted that breach of contract is established if 0range have failed to provide any connection for a continuous 30 day period, providing there is a record of communications between the user and 0range Customer Services.
I think you will find that applies to all ISPs and it may even be OFCOM ruling.
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I instantly requested they cancel my account as I'd been having issues since day 1 and he had no choice. I recieved the email with 
