Changed packaged. Connection dropped from 6Mb/sec to 4Mb/sec

We had to change our package as the second line service is being discontinued. Before this our sync speed was always above 6Mb/sec but now a couple of days after signing up to the new package, the speed is only around ~4.5mb/sec.

Here are my stats:

Status
Configured Current
Line Status --- SHOWTIME
Link Type --- Fast Path
Operation Mode G992.5(ADSL2+) G992.5(ADSL2+)
Data Rate Information
Stream Type Actual Data Rate
Upstream 1215 (Kbps.)
Downstream 4499 (Kbps.)
Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 6.2 dB 9.6 dB
Line Attenuation 21.4 dB 36.5 dB
Indicator Name Near End Indicator Far End Indicator
Output Power 12.5 dBm 0.0 dBm
Fast Path FEC Correction 0 0
Interleaved Path FEC Correction NA NA
Fast Path CRC Error 1757 359
Interleaved Path CRC Error NA NA
Loss of Signal Defect 0 0
Fast Path HEC Error STR 2778 203
Interleaved Path HEC Error NA NA
Error Seconds 686 291
Statistics
Received Cells 51741735
Transmitted Cells 3679896

Should I contact Orange about this or should I wait a couple of weeks to see if my sync speed is being tried out again?

In reply to a post by sully1311:

We had to change our package as the second line service is being discontinued.

Why need to change? Just stop using VoIP line.

Your sync speed should be about 11 Meg anyway.

In reply to a post by XRaySpeX:

In reply to a post by sully1311:

We had to change our package as the second line service is being discontinued.

Why need to change? Just stop using VoIP line.

Your sync speed should be about 11 Meg anyway.

Other members of the household used the service as you could make free calls to mobiles from it. Now the new package allows to do this from a landline. I'm guessing your suggesting to contact Orange about this as my sync speed has never been anywhere near that high.

What's the best way to contact Orange about this? Speed isn't changing, staying around 4.5Mb/sec mark.

http://help.orange.co.uk/orangeuk/support/personal/c...

In reply to a post by XRaySpeX:

http://help.orange.co.uk/orangeuk/support/personal/c...

I know the options, it's just everytime I call its always the Indian Call Centre who don't have a clue what any problem is. Is it just best to write to them (via post)?

Yes, I always find a letter gets attention. Even send Recorded Delivery to be sure they get it / can't deny it.

EDIT: Include that you tried phone support but they don't have a clue, so they don't try to fob you off on them.

Edited by XRaySpeX (Thu 17-Jan-13 20:50:21)

In reply to a post by sully1311:

In reply to a post by XRaySpeX:

http://help.orange.co.uk/orangeuk/support/personal/c...

I know the options, it's just everytime I call its always the Indian Call Centre who don't have a clue what any problem is. Is it just best to write to them (via post)?

If you PM UKDoc he can arrange for 2nd line support, not the Indian call centres, to ring you. He did this for me and it really helped as I was getting nowhere with the normal call centre.

After removing the bell wire, I am now getting these speeds. Orange have also contacted me and said they have removed the banded profile they had on my connection:

Configured Current
Line Status --- SHOWTIME
Link Type --- Interleaved Path
Operation Mode Automatic G992.5(ADSL2+)
Data Rate Information
Stream Type Actual Data Rate
Upstream 1276 (Kbps.)
Downstream 8928 (Kbps.)
Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 5.3 dB 8.2 dB
Line Attenuation 20.9 dB 36.0 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 5533 0
Fast Path CRC Error NA NA
Interleaved Path CRC Error 30 192
Loss of Signal Defect 3 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 745 120
Error Seconds 13768 380
Statistics
Received Cells 38642690
Transmitted Cells 10302603

How long should my Noise margin remain at around 9db before it starts dropping?