I hope someone (ideally from Orange higher technical support levels?) can help me on this...
I've been a Freeserve customer since day 1. Never had a problem with the service and always been a happy Orange customer!! Currently (well, until recently) on their Home Max 8Mb ADSL1 package with the Livebox and free second VoIP line 2.
A few weeks ago I happened to do a BT speed test and noticed that my local exchange has now been upgraded to 21CN. At last!
I had hoped that the line might just regrade itself but seeing as the modem was still syncing at its usual (rock solid) 7616Kbps - and not being sure if my original spec Livebox was even capable of ADSL2+ - I went out and bought a nice new Billion ADSL wireless router!
Unfortunately, the Billion still gave me the same sync speed despite the ability to hard set it to negotiate ADSL2+ (it auto falls back!)
Ok, I thought, perhaps I will need to phone Orange and have them re-grade the line... Oh dear! I won't bore you with the dialogue from the many phone calls I've had with their L1 technical support - except perhaps for the funniest of the comments I had from one chap: "Sir, please trust me when I tell you that the 4Mbps speed that "speedtest.net" is telling you is the very fastest that your line can achieve - and this is much faster than most people are getting over there so you should count yourself very lucky!"
Anyway, the upshot is that I stuck with it but at the point of requesting my MAC code I finally got to speak with someone on this planet (and in the UK) whom convinced me that regrading onto a new package (albeit at £5 per month more expensive and a new 18month contract) would see me with a shiny new "award winning" Brightbox modem, 17Mbps download speed etc. etc.
Well it didn't!!
10 days in to my "line re-training" period and here we are... New Brightbox still happily syncs at the same old 7616Kbps and at ADSL1. From my admittedly un-savvy research on here I believe I have what's called a "stuck profile" ?... But Orange now insist this is not the case and my line is simply not capable of any quicker speeds! Can this be true? I don't think so! My neighbours on the same exchange get ADSL2+ speeds of 11Mbps plus!...
Anyway, I believe this forum is my last port of call before having to resort to jumping ship to another ISP. Must it really come to that? I've always been a happy Orange customer and would like to stay with them, but it's really looking to me like their incompetent support regime is going to lose them a previously happy and model customer!
You just can't help some companies, no matter how hard you try to do their jobs for them!
He's my Exchange and Brightbox modem ADSL line stats - in case it helps:-
Line Status: SHOWTIME
Link Type: Interleaved Path
Encapsulation: VC MUX
Operation Mode: G992.1(G.DMT)
Upstream: 448 (Kbps.)
Downstream: 7616 (Kbps.)
Noise Margin: 25.0db (upstream) 16.3db (downstream)
Line Attenuation: 11.0db (upstream) 14.0db (downstream)
Output Power: 11.9dBm (near end indicator) 19.7dBm (far end indicator)
Fast Path FEC Correction: NA (near end indicator) NA (far end indicator)
Interleaved Path FEC Correction: NA (near end indicator) 4 (far end indicator)
BT Wholesale ADSL Availability Checker
For Telephone Number 01630xxxxxx on Exchange MARKET DRAYTON
Your exchange is ADSL enabled, and our initial test on your line indicates that your line should be able to have an ADSL broadband service that provides a fixed line speed up to 2Mbps.
Our test also indicates that your line currently supports an estimated ADSL Max broadband line speed of 8Mbps; typically the line speed would range between 7Mbps and 8Mbps.
Our test also indicates that your line currently supports an estimated ADSL2+ broadband line speed of 17Mbps; typically the line speed would range between 10Mbps and 19.5Mbps. Our test also indicates that your line could support an estimated ADSL 2+ Annex-M broadband upstream line speed of 1.5Mbps and downstream line speed of 17Mbps; typically the downstream speed would range between 10Mbps and 19.5Mbps.
I hope someone on here can assist? Would be very much appreciated.
Edited by Mozzerr (Sat 16-Jun-12 10:53:40)