Very slow orange broadband.

bordello

I have now signed up to sky and they said it could take up to 3 weeks to sought out but said I will get a speed of 7 MB to 14 MB so I will be happy with this if that's the case, My g/f is with sky and I get no slower then 10 MB down there but even with 7 MB that will be quicker then I have ever had with orange.

1 MB is my speed now I could not take any more and they did not seem surprise that I asked for my MAC code after being told to do stupid tests that I already done myself.

Can't fault orange with my mobile but for broadband they have gone down hill big time.

kaspersky

Slow speeds in the evenings are usually an indication of contention issues, especially if it's OK at other times. Time to switch to another provider, preferably an LLU one.

bordello

It was not the evening it was all the time, a other thing is that my orange connection now gets around 5mb on the speedtest.net still now as quick as im getting down my g/f flat.

shininghero

I'm also having severe issues since moving from VM to Orange.

I've had the Orange BB line for 3 months now and the speed's dropped from 8mb to 1mb. The slow speed is constant throughout the day.

When I look at my router's statistics page, the line's download capacity is only 1152kbps and upstream capacity is 828kbps.

Orange customer service says I should be getting 10mb and there is nothing wrong with the line, OBVIOUSLY:( After the usual router reset, new router etc., with a polite Indian lady called "Sarah from Leeds" (why lie to you when you're obviously not in the UK?), they directed me to test lines here

http://speedtester.bt.com/

The website shows the same slow speeds but says

"We were unable to identify any performance problem with your service at this time."

My question is....if my router is showing a very slow line capacity of 1152kbps downstream, is this a clear line error that Orange needs to fix (they insist line tests on their side is fine), or is this something I can change via settings on my router? The line detection is set to "Auto"(best available) so I am puzzled why my line is so slow. Can anyone help?

Oh and btw, Orange BB is absolutely !!!!! and I can't wait to move to another provider when the contract is up...

macman

Are you running the speed tests from the BT master socket and connected by ethernet (not wireless)? If not, redo and repost the results.
And please post your full router stats.
Any noise/crackling on the line? Dial 17070, select option 2, Quiet line test. A line fault is an issue for your line rental provider, not your ISP, it must be reported as a line fault and NOT as a broadband fault.

Passion4Fashion

Myself and my flatmate were with Sky (he had the contract for 2 years), unfortunately the flatmate chose to get his own place. Sky were adamant that I couldnt change the account into my name, thus would need to start a new account (very frustrating!), so I chose to go with Orange. Phoned them up on 23rd of July and was informed that within 7-10 working days I would be connected.

On 6th of August I lost my connection to Sky and wasn't connected to Orange until 15th of August. Obviously I've spent a few hours on the phone to them having a right old moan saying that it's been over 3 weeks and not 10 working days - but was told that it was within legislation of 21 days or something like that.

On 15th I noticed that I was only getting 0.5 meg dl speeds and 0.2 up speeds. I contacted them promptly, only to be told not to worry, wait 10 days for the speeds to stabilise, and contact after 10 days if the problem persists. After getting fed up waiting for 5 minutes just for a youtube clip to load, I phoned them today (20th August) again to raise an issue as I was told that I should be getting speed of 11 meg on my line.

The two indian ladies were adamant that I should wait the 10 days, but after refusing to back down, the 2nd person finally said that orange made a mistake of putting me on the wrong package and that I was limited to .5 meg. I was told to wait 48 hrs for them to switch me to the correct package, and then wait further 10 days for speeds to stabilise again.

Wish I could say Sky customer service was any better, they aren't.

Will wait another 48 hrs and see if the speeds improve, if not - I think, I'll be switching to BT Infinity and they can stick their contract.

spike7451

shininghero wrote: »

I'm also having severe issues since moving from VM to Orange.



Orange customer service says I should be getting 10mb and there is nothing wrong with the line, OBVIOUSLY:( After the usual router reset, new router etc., with a polite Indian lady called "Sarah from Leeds" (why lie to you when you're obviously not in the UK?), they directed me to test lines here

And why is that obvious...Both the Sky BBand center & the Orange BBand center I worked in had people from a lot of other countries working there,including India.
In fact one ENGLISH customer that spoke to an Indian girl I worked with in the Belfast office,was that abusive that she was reduced to tears & quit her job,because of assumptions made by callers who didn't know better.
Problem with Orange is they INSIST on you following their call flow guide &,if you deviate from that,you will be penalised fianacially,so no matter if you know the solution to a problem,you cannot act on it because the company wont allow it.And this is because the companies that do the work for Orange are outsourced,so to look good to the Orange bosses,they deliberatly set limits like call handling times,as it looks good on the weekly stats to Orange.

ioscorpio

You may need BT to do a test on their server, once they did that for me my speed increased to 5.5 meg, although I had to jump through the Orange hoops for a week, before I got to that stage.

Passion4Fashion

Passion4Fashion wrote: »

Will wait another 48 hrs and see if the speeds improve, if not - I think, I'll be switching to BT Infinity and they can stick their contract.

I gave them a call back after 48 hrs, as I was still receiving 0.5 mb speeds. I was assured yet again that within 3 days it would be sorted out. :mad: Yet more BS!!!

The same evening a lady phoned me back to do a survey if I was satisfied with my broadband service. Thankfully she wasn't from a call centre in India, I explained my circumstances fully and the frustrations I've had. She told me she would phone back the next day and get people to sort it out immediately.

I woke up the next day, logged in and voila 8 mb speeds (having been previously getting about 5.5 mb with Sky). :T The lady phoned me back as promised, apologised for the inconvenience and said that they had to replace my IP line or something technical like that. That was carried out over night and that my speed *should increase further over the next 10 days. She said that I would get £0.75 off my monthly charge and first month free for the inconvenience and I didn't even have to ask. :money:

I felt, I should share this positive experience, having had very many unpleasant ones with Orange in the past.

Ahh

OK, where do I start. Have had constant problems with my home broadband inc. dropping out, no service etc. My commiserations to those of you who have had to contact Orange or EE and speak to one of their ill trained Indian/Malaysian staff who certainly know how to apologise but do not have the ability to fix the problem.

After 3 new routers from Orange and finally a Brightbox (does not live up to its name) they decided to arrange for a BT engineer to come to my house between 8am and 1pm. I made the necessary arrangements to work from home (which was not easy) and waited, and waited and ....... no one came.

I am going to finally ditch orange and go with someone else. Any recommendations for broadband providers with good
customer service? Thinking about completely ditching the landline and going for a local service. More expensive but faster and more reliable.