EE / Orange very poor service

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 deleted (Sat 01-Jun-13 20:51:35)

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

Thanks.

Brightbox :-

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

Attenuation and SNR (noise margin figures are needed also)

Wrong page! Not following my instructions! That is BASIC Settings.

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

Was the 1150 downstream speed a typo previously?

The current 13meg sync looks reasonable

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

Noise Margin 5.8 dB 14.6 dB
Line Attenuation 20.4 dB 38.5 dB

"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!