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Broadband fault.

15243p
Conversation Starter
Message 29 of 29

Hello, over the last few days my internet connection has dropped below the guaranteed speed.

A speed test was initiated.

I reported it on the 09/01/2019, and a fault was identified.

Still having issues, today, I got put through to technical support for 40 minutes. They did all the tests and finally upgraded my HG635 firmware.

How is this possible when my HG635 has remote management disabled?

 

On previous  calls upgrades were suggested, not exactly fixing the issue.

Pushing for upgrades?

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28 REPLIES 28

Message 1 of 29

Hi 15243p,

 

Ok thanks for the update and please let us know if you need any assistance 🙂

 

Thanks

 

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Message 2 of 29
Hello Michelle

Things have improved and it's OK.
Thanks.
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Message 3 of 29

Hi 15243p,

 

I'm sorry to hear this and I'll take a look now. I've re-checked the connection stats and I can see that the sync speed did drop, however the sync speed has increased again and looks consistent for the last 2 days. How have you found the connection and speed since your last post?

 

Thanks

 

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Message 4 of 29

Hello Chris

I spoke too soon, problems again, these began yesterday.

The service status test fails to complete.

This is the speed test results..2019-01-25 10-54-32.jpg

Thanks.

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Message 5 of 29

Hi 15243p,

 

Thanks for the update, just let us know if you experience any further problems 


Chris

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15243p
Conversation Starter
Message 6 of 29
Hi Richij
No worries.
Thanks.
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Message 7 of 29
Hello Michelle
Everything seem OK and stable
Thanks.
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Message 8 of 29

@15243p wrote:

Hello Richij

Thanks for the info.
Uploads to Dropbox 90KB/s max.


Actually, I misread the graph you put in post 16: That 10.6 Mb/s isn't your sync speed, it's a speed test. Sorry for confusion!

 

So in fact your real-world download speed is a little bit slower than the speed test says: 1.2MB/s would be 9.6Mb/s, but the test is probably talking about peak speed, whereas your download figure is, I guess, an average. So these two numbers agree from where I'm sitting.

 

Similarly, your Dropbox speed is as expected for an ADSL2+ connection (i.e., not "fibre")

 

Hope that makes sense.

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Message 9 of 29

Hi 15243p,

 

Thanks for the update. Is everything ok with the performance of the connection?

 

Thanks

 

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15243p
Conversation Starter
Message 10 of 29

Hello Richij

Thanks for the info.
Uploads to Dropbox 90KB/s max.

Thanks.

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Message 11 of 29

Sounds about right, @15243p  (divide the sync speed by 8 and knock off 10% for the usual overheads).

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Message 12 of 29
Hello Chris
Yes, that's what i meant.
Thanks.
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Message 13 of 29

Hi 15243p,

 

"Current real world download speeds 1.2 MB/s"

 

Are you seeing this speed when downloading a file?

Chris

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Message 14 of 29

Hello Michelle
Current real world download speeds 1.2 MB/s

 

TT SPeed testTT SPeed testThank you.

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Message 15 of 29

Hi 15243p,

 

I'm sorry for the delay. I've re-checked the connection stats and although the sync speed looks consistent I can see that at times the SNR is dropping quite low which can sometimes affect the speed and the performance of the connection.

 

I've optimised the connection now and the SNR has now increased. Could you retest and let us know how the speeds compare now?

 

Thanks

 

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Message 16 of 29

Hello

When I last replied I was connected by a ethernet cable.

 

Thanks

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Message 17 of 29

Hi 15243p,

 

I'm sorry for the delay. I've re-checked the connection stats and I can see that the sync speed has increased again since your last post. Just to confirm, are you connected wired or wireless at the moment?

 

Thanks

 

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Message 18 of 29
Hello
Thanks, real world download speeds are currently at 1.2 MB/s
Thanks.
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Message 19 of 29

Hi 15243p,

 

Thanks for the update and please let us know if you need any assistance 🙂

 

Thanks

 

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15243p
Conversation Starter
Message 20 of 29

Issue resolved after a week.

Thanks to everyone involved.