In reply to a post by XRaySpeX:

In reply to a post by E7er:

Home Broadband Account Number

It never said that! Not many people know that .

The home broadband account number is displayed within the broadband account Login under view statements�
It�s strange they don�t ask for the account number, maybe if someone types in the wrong number, they then go to work on the wrong account.

https://web.orange.co.uk/r/login/?servicename=Your+A...

Edited by deleted (Sun 09-Dec-12 14:23:22)

I know that, but not many do! They don't ask for it on the phone either; all they need is name, addy, phone # and 2 chars from pwd.

Edited by XRaySpeX (Sun 09-Dec-12 14:31:16)

If I was writing to them I would state my account number.

As I have just done, but the point was they never asked for it.

I'm on the Knottingley exchange: http://www.samknows.com/broadband/exchange/MYKNO

This is what the BT wholesale broadband availability checker says:

For Telephone Number 01977xxxxxx on Exchange KNOTTINGLEY

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 should be able to have an ADSL2+ broadband service that provides a fixed line speed up to 2Mbps.

Our test also indicates that your line currently supports an estimated ADSL2+ broadband line speed of 17Mbps; typically the line speed would range between 10Mbps and 19.5Mbps. Our test also indicates that your line could support an estimated ADSL 2+ Annex-M broadband upstream line speed of 1.5Mbps and downstream line speed of 17Mbps; typically the downstream speed would range between 10Mbps and 19.5Mbps.

The actual stable line speed supportable will be determined during the first 10 days of use. This speed may change over time, to ensure line stability is maintained.

blah, blah, blah

In reply to a post by E7er:

Hi, you are still on ADSL 8 Meg Max service and have not been upgraded to 21CN WBC ADSL2+ 20 Meg speed.

Thanks to your answer I now feel qualified to provide a better standard of support than the idiots who have dealt with my calls so far as I had at least managed to work this out myself, whereas they can't understand it even when it's suggested to them!

To be honest, the only reason I've not moved elsewhere is that I've got a website hosted on an old freeserve address and I haven't had time to shift it elsewhere. Maybe it's time I found some time!

I'm not at work on Wednesday so I think I'll make one last attempt at phoning them before telling them to stick their account where the sun don't shine. I'll let you know how I get on.

Chris

If you do move your website hosting, don't move it to your next ISP. You could easily have the same problem again if you want to move again.

See this page.

Hi Chris, We don�t want your telephone number just the exchange details to make sure it is 21CN WBC ADSL 2+ enabled, which Knottingley exchange is so you should have been upgraded to the WBC ADSL2+ 20 Meg speed service.

http://www.samknows.com/broadband/exchange/MYKNO

**My new contract was started on the 4th of November 2012

**Your best bet is to write a polite letter explaining you have not been upgraded as promised from ADSL 8 Meg Max service to the 21CN WBC ADSL 2+ home broadband service.

Example�
Dear Sir or madam, about 18 months ago I was happily getting a decent broadband speed from Orange on the 'up to 20mb' (using a LLU connection). I used to get about 17 to 18mb most of the time and had been getting this for a couple of years.

Then they 'upgraded' the network/exchange and dumped me onto IP Stream 'up to 8mb' service.

Several phone calls later they admitted I was one of about 2% of people who lost speed due to the changes but stated that they couldn't do anything about it as "Sky now own the exchange". At the time, the BT speed test said I was limited to an 'up to 8mb' connection, but the Sky one suggested I could get 'up to 20mb' with them. At that point I didn't see much of an option other than to moving to Sky.

I noticed in October that the BT speed test was now showing that I could expect a speed of about 17mb so I contacted Orange again to point out that my bill still says I'm paying for an 'up to 20mb' connection so why wasn't I on it? They agreed to put me on a different type of connection (WBC) to get the faster speed, if I signed up for another 12 month. So I was happy to accept, they promised to upgrade and reprofile my line, and that it should all be done within a couple of weeks. My new contract was started on the 4th of November 2012.

4 weeks later I still hadn't seen any speed increase so I phoned Orange (now EE) and was told, eventually, that they appeared to have 'forgotten' some part of the process but that they had now initiated the changes needed to complete the process, but that it would take up to 10 days to settle down. I was told by the same advisor that by the time I got home from work I should be able to see a new downstream connection speed even though my actual download speeds may be erratic for 10 days.

3 days later there had been no change to the downstream connection speed reported by my Orange Netgear DGN1000 router - it remains at 8128kbps - so I phoned Orange again. An hour later I was informed that it would change within the 10 days as the system worked out my optimum speed.
After one month and 10 days my EE Orange home broadband service still shows with the BT speed test as being on the ADSL 8 Meg Max service and not the 21CN WBC ADSL2+ 20 Meg service as promised and informed by your advisors. Please can you look into this for me.

In reply to a post by RobertoS:

If you do move your website hosting, don't move it to your next ISP. You could easily have the same problem again if you want to move again.

The difficulty is only in finding a suitable place to host the website, preferably free, as I've already got a domain name which I use for email and web forwarding, so all I have to do it point it elsewhere. It's probably more accurate to say that the difficulty is mainly down to my laziness!

Chris

I don't know of any free web hosting sites that I would rely on. Where is the domain hosted?