It is more than likely that EUSC has been introduced on your connection due to the comments made to you in their response.
To be sure that this is the case, you need to monitor your SNRM over several days to see if there are any significant changes which would denote if the BT DLM is responsible for the IP Profile redution.
If there aren't any significant changes in SNRM the line is stable and Orange are responsible by implementing EUSC.
Sorry to read of your problems. I work for Orange and may be able to help.
If you can email your landline number/broadband account number and best contact number to customer.services@orange.co.uk, I'll give you a ring to discuss.
So I can pick up your mail quickly, please add 'Jonathan Orange Response' in the first line.
Big thanks to Jonathan for calling me and passing my info on to tech support. Also received a mail from Orange saying they are monitoring my speed. Good that they are doing something but I can't seem to get across to them them that they can monitor the speed all the want but it will never get above 4Meg because of the IP Profile!!!
What needs monitoring is what has caused the profile to be lowered!
Wow! It staggers me. I feel I shouldn't be airing Orange's dirty linen here as they are apparently helping me at the moment, But the latest email just beggars belief: "After assesing your line and your local exchange I have found that the reason you are on this speed is because it is all that your exchange can offer you....the reason you cannot obtain higher speeds is because the exchange is not yet enabled for ADSL2+".
I have replied pointing out that that same exchange has been "offering" me is 5-6.5meg for the last 18 months or so!! Why is this so difficult? I work in IT support I know about gathering all the facts before offering a solution!
The bad news: many, many email conversations with Orange Broadband Support (not I think the "technical support") have resulted in me tearing my hair out with rage, and my jaw hiting the floor with disbelief! Time after time they tell me the reason I cannot get more than 4 Meg is because that is all the line can handle so nothing can be done. Time ater time I tell them I know that and a month ago the line could handle 6.5 meg - that is the problem, and something needs to be done.
I even had some mails telling me the problm was because my exchange could not handle more thn 8Meg!!! I know that, it never has done and I have never complained that I want more than 8Meg!
The Odd bit: so all the "check what speed I can expect on my line" sites show 4.5 (yesterday), last week they were showing 5, and 18 months ago they were showning 5.5 - 6.5. I wonder if those checkers just check your IP Profile and use that?
The good bit: So yesterday I run another BT Speedtest and my Profile is back to 7000 and I am getting up to 6.5 meg again (about 4-5 during last night's peak time). Of course this may be just temporary whilst they see if the line can sustain this (I say "they" but it might be automated?).
Conclusion:
Hopefully that is the end of the saga. The constant total lack of comprehension of what I am saying to Orange Customer Support has been unbelievable, and this has all been to the UK people. I suggest that OCS have taken over the crown from NTL as providing the worst customer service experience in any industry. Which is a big shame because the products are great.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
Tim091 wrote:
Hopefully that is the end of the saga. The constant total lack of comprehension of what I am saying to 0range Customer Support has been unbelievable, and this has all been to the UK people. I suggest that OCS have taken over the crown from NTL as providing the worst customer service experience in any industry. Which is a big shame because the products are great.
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