Orange broadband troubles

skydiveJames

Hi there,

I'm looking for a resolution to the following problem:

1) Was sold broadband (up to 20Mb).
2) Connection was painfully slow from the outset.
3) Up to 3 people using the internet at once, but even if only one computer was connected it was often impossible to stay connected/stream/download etc...
4) After numerous phone calls, speed tests, emails, letters we still have very slow internet. I have had to go to uni to complete work even though I could be doing it at home.
5) Our line has 4Mb capability. We get an average of 3. With 3Mb between three people IT DOESN'T WORK.
6) The best 'excuse' we've had from Orange so far is that 3Mb is perfectly adequate but we are expecting too much to try and use 3 computers at once.
7) Customer service has been appallingly rude, disinterested, unhelpful.
8) Orange have mis-sold this 'service' to us. Just because the small print (UP TO 20Mb broadband) protects you does not mean this is acceptable. 3Mb is drastically different from 20Mb
9) Furthermore, if Orange knew our line was only capable of taking 4Mb then why weren't we sold the 5Mb package? This is deceitful and greedy.
10) The best 'resolution' we have been offered is to shorten our contract from 18 months to 12 months. This is highly unacceptable- in my opinion Orange have not held their side of their contract. We should be able to change provider without question after all the time and money we have wasted.
11) I want to know how to terminate the contract without paying a penny more money to Orange.

BEWARE POTENTIAL ORANGE CUSTOMERS- DO NOT USE ORANGE FOR ANY SERVICES. YOU WILL LOSE MONEY, TIME AND PATIENCE AND GET STUCK IN A CONTRACT WITH APPALLING SERVICE.

Anyone who can help/provide advice- please do.

Thanks

macman

davmail wrote: »

What is a split faceplate? We used to have 2 lines here but now only 1,so my faceplate has 2 sockets,it is not 'split'????I am plugging into the correct socket.Orange have had me jumping through hoops,still makes no difference,totally useless broadband.:(

Standard NTE5 master socket:

http://www.google.co.uk/imgres?imgurl=http://www.ispreview.co.uk/articles/adsltips/uk_phone_mastersocket_NTE5.gif&imgrefurl=http://www.ispreview.co.uk/articles/adsltips/01.php&usg=__Vv4dxWPlv1P4gtomY1K43FN3S1c=&h=139&w=133&sz=10&hl=en&start=0&zoom=1&tbnid=IFfK-XPtXRHFUM:&tbnh=111&tbnw=106&ei=-my1TealCsf1sgaiqvDnCw&prev=/search%3Fq%3Dnte5%2Bsplit%2Bfaceplate%26um%3D1%26hl%3Den%26sa%3DG%26biw%3D1568%26bih%3D888%26tbm%3Disch&um=1&itbs=1&iact=hc&vpx=1377&vpy=282&dur=341&hovh=111&hovw=106&tx=61&ty=42&page=1&ndsp=40&ved=1t:429,r:15,s:0

Just undo the 2 screws and hinge it forward and down to find the BT test socket.

davmail

Hi,mine is not like that,is a solid faceplate.........:(

macman

Then you have an older style master socket and you'll have to test from that master, rather than the BT test socket. Just don't use an extension socket.

davmail

macman wrote: »

Then you have an older style master socket and you'll have to test from that master, rather than the BT test socket. Just don't use an extension socket.

It's a faceplate that good old BT replaced a year ago when the little shutter got stuck after 15 years of use,they then charged us £150:00 when they said it would be free as was fair wear and tear,but you know BT,any chance of ripping of customers,they will do it.A faceplate is a couple of quid on e-bay.

Whatever happened to good old customer service and goodwill?????

macman

Are you sure that this is your master socket? The master socket is BT's property and responsibility, anything except damage by the customer is down to them and should not be chargeable.
Any extensions or wiring to them are your responsibility and will be chargeable.

brewerdave

macman wrote: »

Are you sure that this is your master socket? The maser socket is BT's property and responsibility, anything except damage by the customer is down to them and should not be chargeable.
Any extensions or wiring to them are your responsibility and will be chargeable.

All should be aware that BT are "changing the rules" on older installations. We and our neighbours have extensions wired direct from an external junction box with one "extension" set up as a mini master.This work was carried out by BT ~ 25 years ago when the houses were built. Recently one neighbour had a problem with his phoneline.
BT Openreach are charging him for work carried out on this minimaster -their argument is that everything from the external junction box is the householder's responsibility.SO FAR, they have not yieded an inch!!:mad:

kkid

so, has anybody got any ideas on what i found out on my problem?

davmail

kkid wrote: »

so, has anybody got any ideas on what i found out on my problem?

I think the answer is that Orange Broadband is sh*te,mine is still dead slow,I have tried EVERYTHING to fix it,trouble is I am in along contract now,can't getaway,but my phone contract ends in a few months time,and because of this I will end it.Sorry I can't help you more.:(

Orange_Company_Representative

Hi skydiveJames

Sorry to hear you're unhappy with the service you're receiving.

Although we provide the fastest speed to you that we can, this is dependent on a number of factors, including as the area you live in, how far you live from the telephone exchange and the quality of your phone line. Once inside your home, the speed you receive can then be affected by the quality of your sockets and internal wiring, any sources of interference within your home and the number of devices attempting to make use of the connection at the same time.

If your line supports a maximum speed of 4MB and you are receiving a throughput speed of around 3MB, then this would seem to be within a reasonable range. If this connection is being shared between three computers, then each user would need to take into account the needs of the other people in the house when deciding when to stream videos or download large files, otherwise each user would notice a drop in the speed available to them.

If you have problems with the connection when only one person is using the Internet, then I would first advise to ensure your router is connected directly to the main BT socket without any extension leads and located away from any other electrical equipment if possible. I would then advise to contact Customer Support for further help.

I'm sorry if you were not happy with their help when you last contacted Orange. Although they may not be able to disconnect you without charge as you request, they would be able to look into any connection issues for you.

Thanks

Darren from Orange Helpers