I am new here and this is my first post i hope that i have posted it in the correct area. I used to think i knew a fair bit about computers until i read some of the threads on here. I am pretty clueless with routers and broad band terms so if i have overlooked something it is an oversight on my part not arrogance to blame my ISP.
Unfortunately i am having problems with my broadband connection. The service provider is Orange, they are the ISP and line rental (BT line).
The service began in December and its been poor from the beginning, i was told when i signed up that i would receive 11Mb/s. At the moment i am getting 3Mb/s and that is the best that i have seen it since the service began. In addition to this disappointing speed (compared to what i was assured i would receive) i am getting constant signal drop outs.
I have reported these matters three times to the level 1 support, the first time i was told a BT engineer would look at the exchange, i was never called back but upon calling a second time i was told the first fault was logged as solved and closed. The second call i was told they would do a remote reboot of the router. In both cases there was no improvement in service.
A third call to orange i was told that my line was capable of significantly faster speed than what i was receiving at that moment, i was told that there was noise on the line that was preventing a speed to settle and it had been erratic and that explained the loss of signal the operator went on to inform me that my line had been monitored since the 11th January and the speeds shown are erratic 2Mb/s 3Mb/s 11Mb/s. I was told that once the noise issue is addressed i should get a settled service and faster speeds. As the operator was convinced of this diagnosis he put me through to orange telephone services who then ran a test which showed no faults on the line, the operator asked that i take a call with him on my landline (i rang on mobile originally) during the land line call he commented about the background noise but given this was an international call (orange have a fault centre off shore) this is not surprising, he then asked that i use a second handset which i didn't have, he advised me to obtain one plug it into the test socket then call back, the purpose of this exercise i was told is that if the second handset was noisy then he would put it as a fault and call out an engineer to assess the problem but warned that if the fault was the result of equipment inside the property a charge would be levied against my account. Has anyone else been told this? I haven't had time to get a second handset yet, i am not sure whether this will demonstrate anything.
Since that third call i have plugged my router into the test socket, my download speed has not changed but the values in noise and attenuation have if you look at the two set of figures below both taken from the router status page.
Here are my router stats, the first is before i plugged into the test socket (with noise filter) the second is after i plugged into the test socket(still with noise filter). The noticeable difference is the noise margin but i dont know what this means, but the broad band speeds are about the same, the first reading was taken Monday 8:30pm and the second Tuesday 8:30pm.
ADSL Link Downstream Upstream
Connection Speed 3064 Kbps 1116 Kbps
Line Attenuation 26.9 dB 10.8 dB
Noise Margin 6.5 dB 6.3 dB
ADSL Link Downstream Upstream
Connection Speed 3072 Kbps 1192 Kbps
Line Attenuation 25.7 dB 10.0 dB
Noise Margin 18.0 dB 6.1 dB
I would like some help please i have never experienced such a problem with broadband at this house previously i was with AOL for 5 years they were the ISP and the Post Office were the landline (BT line) i was enticed by a cheaper deal without doing any home work on orange there appears to be many similar reports on the net in different forums, am i doing something wrong or is it orange?
I dont know what my former connection to AOL was like, all i can say is that it just worked it rarely faltered as a result i never bothered to look at my connection stats; the only comment i can make to my former connection is that on AOL i was able to stream BBC i player HD programs to my PS3 over wi-fi whereas now i cant even watch HD programs over an ethernet cable, a crude comparison i realise.
My operating systems are OSX tiger, Windows Vista SP2, IOS4 and IOS5 and PS3 all devices suffer drop out and slow speeds.
What is frustrating is that my GF's father has Orange ISP and is getting 11Mb/s with the same router and same computer OS platforms as me, the only difference is that he bought his own router (no orange software) and he is on a different exchange. With this in mind i know orange can provide a good ISP service his experience was so positive i never thought to question whether orange could deliver the speeds they assured me of.
I would be most grateful if someone could help me troubleshoot my home setup as i really want to be sure before an engineer comes out, would hate to be stung for something that was my fault.
Many thanks in advance and i apologise if i have rambled on in my first post.
*Just read the forum sticky, best sum up my issues
1. ISP= Orange Speed at router= 3072Kbps(upstream 1192Kbps) Speedtest.net= 2.64Mbps(upload 1.00Mbps)
2. Router= Netgear DGN1000 N150 wireless ADSL2+ (with orange software/firmware on it)
3. Attenuation Down= 25.7dB Up 10.0dB Noise Margin Down= 18.0dB Up=6.1dB
4. The above stats are the test socket
5. I dont know which bit to check so i have copied the bt answer below
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 13Mbps; typically the line speed would range between 7.5Mbps and 17.5Mbps. Our test also indicates that your line could support an estimated ADSL 2+ Annex-M broadband upstream line speed of 1Mbps and downstream line speed of 13Mbps; typically the downstream speed would range between 7.5Mbps and 17.5Mbps.