I received a letter from Orange a few weeks ago saying that my package was no longer available (1mb connection at £ 17.99 a month) and that they were moving me onto a better package (Up to 8mb at £ 19.99).
Today I fired up my trusty Speedtouch 330 USB Modem and it reported a connection at 7.6 mbps ...... hooray!
My joy was short lived however as I ran a Speedtest and it reported a connection download speed of 1.0 mbps!
I ran the test at speedtester/BT.com and it reported that my IP Profile was 1.0mbps, which means that my BRAS Profile is 'stuck' at 1mb.
Being on the better side of understanding PCs I rang Orange's legendary Customer Service line to tell them what they needed to do to sort out my problem.
Should be easy I thought tell them whats wrong, how to fix it and I will have time to watch Corrie!
Lo and behold, scripted responses, no idea what a BRAS was (I was tempted to say its something that women wear but decided against it!) and after about 8 minutes of getting nowhere I was told that it was correct that I was on a 1mb connection profile!
However he did say if there were any further changes to be done they would happen in the next few days! Hmmmm does he know something I don't?
I had of course lost the will to live at this point and decided that rather than give the poor chap in India a dressing down, decided instead to end the call politely... they do after all record the calls (allegedly!) so the last thing they want is me doing the A-Z of swear words starting with Arse!
I am tempted to leave it for 7 days just to see if their left hand plays catch up with their right hand and they change my profile.
My letter told me that I am now on a package called Broadband Starter (Off Net) which sounds good but can I found details of exactly what it is? Nope!
My question is, has anyone had the exact same problem (there are some threads which are similar but not quite!) and can recommend a way of resolving it please?
Any help would be appreciated!
Last edited by Aceman on Fri Jun 26, 2009 6:24 pm; edited 2 times in total
yes , same here, got moved over on the 23rd June, but no improvement at all from 1.1 meg (around 5km from exchange), probably not expected much faster speed though. Thought I would get some!!
It may be that if you leave it 10 days after the upgrade it may sort itself out.
However, as seen within the forum Orange are not exactly the brightest buttons in the box so my guess is that after 10 days I will once again brave their legendary customer service department!
Interestingly they say that 'your call may be recorded' when you ring them. Maybe I could start my call with "You don't mind if I record our conversation for training purposes ..... i.e. yours"!
Hopefully that won't p*** them off too much! :-)
Funnily enough a friend has just rung who works for BT. I had asked him to speak to his tech guys about the 10 day period. They confirmed that this is correct and that I should wait for that period to expire before contacting Orange again.
In the meantime they advised to run on a daily basis the BT Performance test found at this link :
Thanks for the comments/info Borednow. With luck it will be sorted within 10 days if not I will once again cross swords with Orange and their merry band of 'Scripted Muppets" ! :-)
I got up at 7am this morning (and a Sunday too!) logged on and was still stuck at 1mb. Logged off at 8.15 to get breakfast, logged back on at 8:30 and my connection has jumped to 3.8mb !
Ran the BT Speedtest and the results show major improvement:
IP Profile : 6500 kbps (was 1000kbps)
Actual IP during the test : 3614 kbps (was originally around the 930kbps mark)
I am not of course counting my chickens so to speak just yet but its a start!
Aceman - from your first post they have "forced" your upgrade.
a) make sure they haven't used that as a reason to lock you into a new 12 or 18 mnth contract
b) Are yoiu happy to pay £2 a mnth more ? I sure as hell wouldn't be!!!
_________________ Formerly Orange and sad
Now PlusNet and glad!!
Regards Dave
Ran the BT Speedtest and the results show major improvement:
IP Profile : 6500 kbps (was 1000kbps)
Actual IP during the test : 3614 kbps (was originally around the 930kbps mark)
That still shows a problem, can you post the full result from the BT Speedtester. With an IP Profile of 6500kbps you should be seeing at least 5000kbps throughput
Your DSL connection rate: 7616 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 6500 kbps
Actual IP throughput achieved during the test was - 3518 kbps
I have downloaded Dr TCP and hope to use that to alter the RWIN and MTU settings as currently they are the default.
Not sure if that will improve things or whether or not its something else I need to investigate.
I am using a USB modem (Speedtouch 330) so I imagine that doesnt help!
Your DSL connection rate: 7616 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 6500 kbps
Actual IP throughput achieved during the test was - 3518 kbps
I have downloaded Dr TCP and hope to use that to alter the RWIN and MTU settings as currently they are the default.
Not sure if that will improve things or whether or not its something else I need to investigate.
I am using a USB modem (Speedtouch 330) so I imagine that doesnt help!
The sync is improving but the throughput is still nowhere near the IP Profile.
RWIN+MTU won't improve the connection, it will however fine tune it once you've eliminated the line problem.
If you have an NTE5 main BT linebox (lower half frontplate unscrews) then disconnect the modem, wait for 5 minutes then plug into the test socket you find behind the removed frontplate then do another BT Speedtest. Don't have a phone plugged into that socket while you do the test.
It looks like it can't handle anything over 4mb which explains the results.
I have the latest driver for the modem installed.
Maybe I should switch to another ADSL Modem however one could argue that Orange should supply me with one or whatever it is they dish out these days! However I would rather not get them involved... I may end up losing my connection altogether ! :-)
I have to decide whether I go with the speed I have, get a mew modem or switch ISP! You are correct from your previous posting I will be paying £ 19.99 which these days is a bit steep!
Daz79 : Are you using Firefox? I tried the BT test site with Firefox and had the same problem. Works fine with Internet Explorer.
Last edited by Aceman on Mon Jun 29, 2009 8:20 pm; edited 1 time in total
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