Orange broadband troubles

kkid

hi everyone, could any of you help me?

i switched over from o2 broadband to orange about tw months ago.

i had trouble from day one with their team as i had to order twice as they claimed i had not contacted them the first time despite me having usernames from them already. but that is all sorted now.

i manged to get it to work after a couple of days but it was incredibly slow, only around 1mb download when i have a 20mb package. i emailed them up about this and they rang me saying that it is because i turn my router off at night and for the first fifteen days it needs to be on constantly. i got to 13 days and accedently turned it off so started again, it is now about the 20th day of it being on and not much improvement, with o2 i could get about 15mb, with orange i get around 2mb.

that is the least of my troubles now however as i am struggling to type this out via my ps3 becuase for some reason nothing can connect to their router wirelessly anymore, not my phone or laptop, i cant make any new ethernet connections either!

i dont want to reset it as orange will blame everything on that again... what shall i do?


btw, for most of the thread, when i say i, i mean the household as i am 15 and it is my mom who switched the broadband over as i obviously cannot... i don't particularly like talking to them on the phone but i am the only person in the house who knows a thing about technology lol


thank you for reading, and thank you if you can help me out

shifty27

WOWZERS,

Not to be rude, but I think the whole "keep the router on for the first 15 days of your line being activated for the router to settle or to get your full connection speed" is to take away the 14 Day cooling off period. This is because if before 7 days your internet was still terribly slow you could just cancel the order with no hassle due to the Distant Selling Regulations.

On a more positive note Make sure you have microfilters attached to any phoneline that has a phone and/or router connected.

Also if it's been the 15 days, do a reset on the router (usually a whole in the back of the router, use a needle to push in) and wait 10 mins, then go to speedtest.net via a wired (ethernet cable) connection and take down the download connection speed and upload speed.

Do this and report back to the forum, hope this helps

CrabPaste

shifty27 wrote: »

WOWZERS,

Not to be rude, but I think the whole "keep the router on for the first 15 days of your line being activated for the router to settle or to get your full connection speed" is to take away the 14 Day cooling off period. This is because if before 7 days your internet was still terribly slow you could just cancel the order with no hassle due to the Distant Selling Regulations.

No idea where you plucked that one from. Once it's active, the contract has begun.

It's a 10 day stabilisation period. Some folk think it's working days, hence why some numpty said 15 days. Do you know the name of the person who called you?

The router is best left connected, but turning it off on the odd occasion wont make any difference.

shifty27 wrote: »

Also if it's been the 15 days, do a reset on the router (usually a whole in the back of the router, use a needle to push in) and wait 10 mins, then go to speedtest.net via a wired (ethernet cable) connection and take down the download connection speed and upload speed.

A factory reset will require the username and password to be entered again.

If nothing will connect wirelessly or wired, that suggests a problem with the router, and I'd personally recommend a factory reset. If after this you still cant connect to the configuration page of the router using a wired connection, email requesting a new router (it'd have to be your mother as the account holder).

mkgirl1981

also are you sure its just the router and not a problem with the phone line ?
if you can't get a connection using the ethernet cable either i would ring orange, tell them you think theres a problem with the router, they might ask you to do some tests and if it still doesnt work i think they should send you a new one

shifty27

CrabPaste wrote: »

No idea where you plucked that one from. Once it's active, the contract has begun.

It's a 10 day stabilisation period. Some folk think it's working days, hence why some numpty said 15 days. Do you know the name of the person who called you?

The router is best left connected, but turning it off on the odd occasion wont make any difference.



A factory reset will require the username and password to be entered again.

If nothing will connect wirelessly or wired, that suggests a problem with the router, and I'd personally recommend a factory reset. If after this you still cant connect to the configuration page of the router using a wired connection, email requesting a new router (it'd have to be your mother as the account holder).

Under the DSR if you order a product by phone or internet there is a 7 day cooling off period. Some companies offer 14 days, some offer 30 days.

A hard reset which is usually at the back of the router, will put the router back to factory settings. he/she may not need to get into the routers settings/control panel, but even IF..... the details should be on the welcome pack.

Just think that is the best option, factory reset of router, leave for 5/10 mins then go to speedtest.net and note down the speeds you get.

If you feel your getting exceptionally poor speeds give CS a ring or get on the orange problems forum.

Hope this helps

CrabPaste

shifty27 wrote: »

Under the DSR if you order a product by phone or internet there is a 7 day cooling off period. Some companies offer 14 days, some offer 30 days

That's correct, and that 7 days begin from the registration date, not the activation date. You can cancel at anytime between the date of registration and before activation.

What some companies do is irrelevant. This is what Orange do.

Orange_Company_Representative

Hi kkid

It can take up to 10 days for your connection to settle in to the fastest stable speed your line can support, however, if it is now 20 days since you were connected you should be receiving a stable speed by now. If you are also unable to make any new wireless or wired connections to the router then this would indicate a possible issue with the router itself.

Although we recommend leaving your router connected as much as possible, in this case I would recommend rebooting your router to see if this then allows you to connect again wirelessly. Simply remove the power from your router for 30 seconds or so, and then reconnect.

If you also wish to perform a factory reset on your router, as some other posters have suggested, you can find instructions on how to do this in the Help and Support section of our website, along with details of how to access the administration pages of your router and re-enter your username and password.

If you continue to experience issues, please contact our Customer Support Team. They will go through some further checks with you and, if your router is found to be faulty, they will be happy to arrange a replacement for you.

I hope this helps.

Darren from Orange Helpers

macman

I have to ask-why switch from O2 to Orange?

kkid

I have done a factory reset and setup my router again i connected at first but then had the same issue again. Therefore i turned it off for the night nd did it again and now its working fully but i am still receiving 2mb/s speeds, i have setup according to the orange instructions and i have oranges adsl filters attached to everything. What should i do?

kkid

macman wrote: »

I have to ask-why switch from O2 to Orange?

Cheaper, as i said

macman

Unfortunately cheapness has it's price...
I would switch the cheapo Horange ADSL filters for the original O2 ones, you might have a duff filter.
Is the speed consistently 2MBps, or is this just a problem in the evenings and weekends, which would indicate a contention issue now that you are off LLU and back on a BT Wholesale service.
If not then I suggest you post your router stats.