Hello Craig,

I have spoken to the escalation team, and I can only apologise regarding the BT appointment, your issue will be managed through to the end by this team.

I have asked that an internal complaint be raised on your behalf, but you are still welcome to do a separate one yourself.

I will be monitoring the progress until completed to your satisfaction.

Regards

If you are having to take leave to have someone around and no-one appears then it is not good.

Keep a diary of all your contacts, and once finally fixed, chase Orange for compensation. If won't be massive, but unless people chase them then the systems won't every change.

Ofcom tend to only log complaints, and only if thousands are affected do anything, so if you have time log the issue, but don't expect a lot.

Andrew

Hey guys, thanks for all your help. Thought I 'd report back on how things have gone and ask if you think my connection is now ok.

� BT connected my landline about 2 weeks ago without having to visit the house, appraently they had to replace a "PCB" in the exchange
� Orange reset the line's SNR but received erratic speeds ranging from 4Mb to 50k!
� In comparing the livebox (needed for 2nd line) and orange's netgear there was a 50% reduction in speed with the Livebox. Livebox also kept disconnecting and stating "PPP server down" but restarted after factory reset.
� Orange reported slow speed to BT and arranged another appointment, I took time off work on monday for BT engineer to confirm Orange had "capped the line" at 4MB, then took 1 hour to get orange to uncap it. BT confirmed my master socket, road junction box and main road junction box were ok.
� Actual download speeds stable at 4Mb but router stats state 8-9Mb
� Livebox disconnects again and cannot reconnect (flashing warning symbol) so using Netgear full time. Orange will send a brightbox but means loss of 2nd line (will have to use an alternative)
� Download speed has been creaping up to 8-9Mb - stats below

Router stats:
ADSL Link Downstream Upstream
Connection Speed 9495 kbps 1107 kbps
Line Attenuation 32.0 db 15.6 db
Noise Margin 3.1 db 6.0 db

BT speedchecker:
1. Best Effort Test: -provides background information.
Download Speed
7.96 Mbps
0 Kbps 21 Mbps
Max Achievable Speed

Download speed achieved during the test was - 7.96 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 8.38 Mbps

2. Upstream Test: -provides background information.
Upload Speed
953 Kbps
0 Kbps 832 Kbps
Max Achievable Speed

Upload speed achieved during the test was - 953Kbps
Additional Information:
Upstream Rate IP profile on your line is - 832 Kbps

Do you think this is reasonable?

I must say this has been a saga and the only thing stopping me going straight to Virgin has been this forum and lately daily calls from Steve a L3 customer services agent from Orange (thanks Gavin).

Thanks

In reply to a post by crg:

� BT connected my landline about 2 weeks ago without having to visit the house

You mean they reconnected it? You already had a BT line.

In reply to a post by crg:

Line Attenuation 32.0 db 15.6 db

In doing so they seem to have made it 5 dB longer

Nevertheless you still be getting over 14 Meg Sync esp. with 3 dB NM.

EDIT:However, you have seen significant improvement since you started here: ). Depends whether you'll settle for that. Orange seem now to have profiled your connection correctly. Are the extensions still removed? Did they fit a NTE5?

Edited by XRaySpeX (Fri 06-Apr-12 14:25:07)

Thanks for the reply Xray,

Yes you're right they Reconnected the line. My extensions are still connected (2 wires as suggested). The BT engineer did query the master socket but said since its been working for so long it must be ok (9 years now)...and didn't make any changes .

At this stage I'm just ensuring the line is stable and I'm getting a reasonable speed for my line but in the back of my mind I'm still expecting the line to drop.

Thanks for your help.

Worth trying with extensions isolated as before, to see if that could account for the missing speed and thus exonerate Orange ?

I am getting 2.5mbs but my line should be able to take 3 times that can anyone help me , I am a newbie so please go easy on my if I get anything wrong.


Line Status --- SHOWTIME
Link Type --- Fast Path
Operation Mode Automatic G992.1(G.DMT)
Data Rate Information:
Stream Type Actual Data Rate
Upstream 288 (Kbps.)
Downstream 2272 (Kbps.)
Defect/Failure Indication:
Operation Data Upstream Downstream
Noise Margin 27.0 dB 31.9 dB
Line Attenuation 18.5 dB 31.5 dB
Indicator Name Near End Indicator Far End Indicator
Output Power 10.8 dBm 16.6 dBm
Fast Path FEC Correction 0 0
Interleaved Path FEC Correction NA NA
Fast Path CRC Error 504 36
Interleaved Path CRC Error NA NA
Loss of Signal Defect 0 0
Fast Path HEC Error STR 270 11
Interleaved Path HEC Error NA NA
Error Seconds 398 0

might be better to start your own thread so this isn't overlooked.

You have a 2M fixed speed service rather than a variable rate MaxDSL or similar service.

It would do 7616/448 or similar if it was on the right product.

The clue to the 2M fixed speed (apart from the 2272 downstream sync with high SNR margin) is the 288 upstream speed with a high SNR margin showing it could easily do 448.

Hi Phil,

thanks for your response.

Please can you tell me how you worked out the following ?

"It would do 7616/448 or similar if it was on the right product."

Start a new thread and not hijack this.