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Standard User x3na1401
(newbie) Thu 19-Sep-13 15:35:03
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TERRIBLE download speed and even worse customer service


[link to this post]
 
Hey guys,
We have been on EE for a year and had no problems with download speeds until recently when we appear to have been capped at 283

I am now plugged into the test socket but still need the manual reset as they have imposed the 283! try explaining this lol

I have made numerous telephone calls with regard to manually altering the noise ratio but just keep getting through to people who speak broken english and are unable to change it manually.

I know this is not true and have already done a quiet line test on line. No noise or crackling.

Now I have to wait until Saturday before they can get in touch with me, and i was also warned that despite me having to book a 3 hour time slot where I have to stay in, I should expect the call to be upto an hour late before ringing again.

Im pulling my hair out.


Any help is gratefully appreciated.


Status
Configured Current
Line Status --- SHOWTIME
Link Type --- Interleaved Path
Operation Mode Automatic G992.5(ADSL2+)
Data Rate Information
Stream Type Actual Data Rate
Upstream 890 (Kbps.)
Downstream 283 (Kbps.)
Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 5.9 dB 29.2 dB
Line Attenuation 24.0 dB 42.5 dB
Indicator Name Near End Indicator Far End Indicator
Output Power 12.2 dBm 19.6 dBm
Fast Path FEC Correction NA NA
Interleaved Path FEC Correction 0 1
Fast Path CRC Error NA NA
Interleaved Path CRC Error 0 1
Loss of Signal Defect 2 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 0 0
Error Seconds 24 3
Statistics
Received Cells 139750
Transmitted Cells 40353
Administrator MrSaffron
(staff) Thu 19-Sep-13 15:51:51
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Re: TERRIBLE download speed and even worse customer service


[re: x3na1401] [link to this post]
 
There is a process known as Banding, which limits your connection speed to try and make the line more stable.

Almost always only EE customers affected, and it needs EE to remove the banding. No need for you to be around can all be done remotely, as they can see all the data you have just posted.

Andrew Ferguson, andrew@thinkbroadband.com
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User x3na1401
(newbie) Thu 19-Sep-13 18:07:32
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Re: TERRIBLE download speed and even worse customer service


[re: MrSaffron] [link to this post]
 
I have tried explaining this but now am forced to wait at least two more days before anything gets done.

It's not good enough. I'm thinking of switching to someone else as the people who answer the phone seem to be incompetent

Thanks for reply


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Standard User XRaySpeX
(eat-sleep-adslguide) Fri 20-Sep-13 00:32:13
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Re: TERRIBLE download speed and even worse customer service


[re: x3na1401] [link to this post]
 
They are! The only way is to write a letter, but that takes time.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
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