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Standard User albeck
(newbie) Sat 01-Jun-13 20:47:44
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EE / Orange very poor service


[link to this post]
 
I have been an Orange customer for several years, but it hasn't been without problems. I thought things would get better under EE. I was wrong. EE customer service is awful. They appear to have no email address for complaints, so I have spent most of the day on their 150 line listening to music and being passed from pillar to post.

1M speed, with noise on the landline, and regular dropouts is the norm. I know from past experience that there has been issues at the exchange (Sutton-on-Sea, Lincolnshire) but EE insist that an issue isn't showing.

EE told me to unplug my phone, plug the modem into the master socket, etc, etc, etc, but the fault remains (been here many times before).

They are now waiting for the line to stabilise to reset my profile.

If all else fails an engineer can be sent out, but if the problem is on my premises it's £140. It's a nobrainer who will be billed.

Would appreciate advice.

Thanks.

Edited by albeck (Sat 01-Jun-13 20:51:35)

Standard User XRaySpeX
(eat-sleep-adslguide) Sat 01-Jun-13 21:49:18
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Re: EE / Orange very poor service


[re: albeck] [link to this post]
 
Post your router stats for starters. If BrightBox: Advanced Settings/ Accept/ System/ ADSL Status.

EE support is the same staff as Orange. Indeed, other than new signups, everything is still handled on Orange website, incl. your billing and their contact details and complaints process: http://www.orange.co.uk/contact/complaints.html

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 - BQM
Standard User albeck
(newbie) Sat 01-Jun-13 22:48:30
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Re: EE / Orange very poor service


[re: XRaySpeX] [link to this post]
 
Thanks.

Brightbox :-

Broadband Type: ADSL
Broadband State: Connected
Internet State: Connected
Time Connected: 02:45:56
Downstream Rate: 1150kbps
Upstream Rate: 1128kbps


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Administrator MrSaffron
(staff) Sat 01-Jun-13 22:51:05
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Re: EE / Orange very poor service


[re: albeck] [link to this post]
 
Attenuation and SNR (noise margin figures are needed also)

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 XRaySpeX
(eat-sleep-adslguide) Sun 02-Jun-13 02:51:47
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Re: EE / Orange very poor service


[re: albeck] [link to this post]
 
Wrong page! Not following my instructions! That is BASIC Settings.

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 - BQM
Standard User E7er
(knowledge is power) Sun 02-Jun-13 08:55:40
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Re: EE / Orange very poor service


[re: albeck] [link to this post]
 
In reply to a post by albeck:
Thanks.

Brightbox :-

Broadband Type: ADSL
Broadband State: Connected
Internet State: Connected
Time Connected: 02:45:56
Downstream Rate: 1150kbps
Upstream Rate: 1128kbps
For the BrightBox router stats required. Go... Advanced Set-Up > Accept > System > ADSL Status.

Example, my Bright Box router stats...

ADSL STATUS
This page shows information about your ADSL connection if applicable.

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 1256 (Kbps.)
Downstream 13399 (Kbps.)

Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 6.0 dB 6.2 dB
Line Attenuation 15.8 dB 29.0 dB

Indicator Name Near End Indicator Far End Indicator
Output Power 12.5 dBm 0.0 dBm
Fast Path FEC Correction NA NA
Interleaved Path FEC Correction 1643 0
Fast Path CRC Error NA NA
Interleaved Path CRC Error 11 0
Loss of Signal Defect 1 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 151 0
Error Seconds 51 0

Statistics
Received Cells 64561
Transmitted Cells 21416

EE broadband WBC 20 Mbps. Sync 13377 kbps Downstream, 1276 kbps Upstream. thinkbroadband/SpeedTest
Bright Box ADSL2+ wireless N Router supplied by EE/Orange
BT Business Hub 2Wire 2700HGV v2 ADSL2+ Dual SSID wireless Router
Administrator MrSaffron
(staff) Sun 02-Jun-13 09:27:54
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Re: EE / Orange very poor service


[re: E7er] [link to this post]
 
Was the 1150 downstream speed a typo previously?

The current 13meg sync looks reasonable

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 albeck
(newbie) Sun 02-Jun-13 16:11:12
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Re: EE / Orange very poor service


[re: XRaySpeX] [link to this post]
 
Sorry about that, and the delay. Here goes :-

ADSL Status

This page shows information about your ADSL connection if applicable.
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 1128 (Kbps.)
Downstream 1150 (Kbps.)
Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 5.8 dB 14.6 dB
Line Attenuation 20.4 dB 38.5 dB
Indicator Name Near End Indicator Far End Indicator
Output Power 12.8 dBm 0.0 dBm
Fast Path FEC Correction NA NA
Interleaved Path FEC Correction 8820 0
Fast Path CRC Error NA NA
Interleaved Path CRC Error 0 144
Loss of Signal Defect 1 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 0 135
Error Seconds 10 105
Statistics
Received Cells 3404451
Transmitted Cells 852418
Standard User albeck
(newbie) Sun 02-Jun-13 16:12:36
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Re: EE / Orange very poor service


[re: MrSaffron] [link to this post]
 
Noise Margin 5.8 dB 14.6 dB
Line Attenuation 20.4 dB 38.5 dB
Standard User broadband66
(fountain of knowledge) Sun 02-Jun-13 18:25:04
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Re: EE / Orange very poor service


[re: albeck] [link to this post]
 
"Noise on the landline."

With just the phone plugged in to the test socket, is there any noise?

If so I'm sure you know what has to be done!

Was Eclipse Home Option 1 & VM 2Mb
Now O2 standard
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