Back in december I decided to change from Plusnet to Orange as I have a mobile phone with them and I saw that they have LLU at my exchange (Gants Hill). The move was mainly due to the poor & erratic speeds I was experiencing with Plusnet because of them using the BT IPstream product and also poor customer service which got even worse when I asked to leave them, but thats a different story.
When I spoke to the Orange Salesman, he ran through all the benefits of Orange Broadband and becuse of all the problems I had with the IPStream on Plusnet, I asked him to clarify that I would be put on their LLU system. He confirmed that this would be the case and that there would be no IP Profile etc applied to the line, so if my router disconnects and reconnects, I would always get the maximum speed possible without it being reduced by the exchange if it happens frequently etc.
I though great and signed up (as I was due to also get £100 cashback which has also mysteriously gone missing).
The migration day came and I was migrated over with over a day of downtime for some reason and I immediately noticed that the speed was no better than on Plusnet and if anything was a lot more erratic and generally slower!
The speeds seem to vary drastically depending on the time of day, sometimes dropping as low as 500k when I do a speed check, even though my router constantly connects at 6000k+ without the connection dropping out for weeks at a time.
As I was very busy in December, I did not get chance to speak to Orange technical about the problem until January. When I did speak to them, I was a bit shocked when one of our friendly chaps from india told me that I was not on their LLU product, but the IPStream product. He said this was not an issue and went on through his script of saying that it was my Sky box & extension wiring etc causing the problems. I explained to him that my Router was plugged directly into an ADSL Faceplate that a BT engineer gave me when I had problems a few years ago (which turned out to be a loose wire at the exchange). The extension wiring then comes off the back of the faceplate which is completely filtered away from the ADSL signal.
Everytime I speak to Orange customer services, I constantly get fobbed off with them telling me to do BT speed tests at various times of the day (as if I have nothing else to do) then get back to them once have done a few. I have done loads now and they just tell me to do more!
I have almost given up with them now as I get nowhere everytime I call.
I am pretty sure that it is not my line causing the problems and it is purely a capacity issue at the exchange. I have attached the router stats for you to have a look at. I live over a mile from the exchange so know im not going to get super fast connection speeds.
According to the BT Speed checker website, my IP Profile is 5500k
So my question is, do the line stats look OK and do you think I have any chance of getting anywhere with Orange regarding the fact they told me I was going to be on LLU, but put me on IPStream?
ADSL Link Downstream Upstream
Connection Speed 6016 Kbps 448 Kbps
Line Attenuation 39.6 dB 22.0 dB
Noise Margin 6.5 dB 19.0 dB
Thanks for any advice you can give