speed problem
on 02-04-2023 07:46 PM
Message 313 of 313
Hello.
I have a contract for a Fiber35 package. The download speed is about 27 Mbps and the upload speed is about 6 Mbps. On February 23, the speed suddenly dropped to about 13 Mbps to the router and 11 Mbps to the PC. A line check showed a problem. On March 2, an engineer arrived. After his visit, the speeds did not change much and the line test continued to show the problem. After about three weeks, the line test shows that everything is fine, but the speeds to the router are 18 Mbps and to the computer 15 to 16 Mbps. This situation continues to this day. I don't understand why the speeds can't go back to normal as they were according to the subscription, and it's been over a month! My neighbor has Internet on the same network and still has normal speeds and we are connected the same way!! I do not understand! I'm still using the original router and cables I received when I first connected, and why is the speed difference 2 to 3 Mbps? Please explain this problem to me and help me get back to normal.
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312 REPLIES 312
on 25-09-2024 10:11 AM
Message 61 of 313
Hi Les,
Thanks for trying this. If the router is also still connected to the test socket at the moment then the only option we have is to arrange an engineer visit to the property.
Michelle
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on 25-09-2024 10:05 AM
Message 62 of 313
Current speed dropped to 17 Mbps
Les
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on 25-09-2024 10:03 AM
Message 63 of 313
Michelle
Sad news - restarting the router didn't change anything.
The speed didn't change.
Les
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on 25-09-2024 09:15 AM
Message 64 of 313
Hi Les,
I'm sorry to hear this 😞 I've re-checked the connection stats now and I can see that sync speed has dropped but the line test is clear. Does it increase again if you reboot the router? If it does then it suggests a possible router issue.
Michelle
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on 25-09-2024 09:09 AM
Message 65 of 313
Hi Michelle
Until Sunday everything was fine - the speed was about 31 Mbps.
Yesterday it started to drop and today it is about 19 Mbps.
No words for the quality of the repairs.
Les
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on 24-09-2024 06:32 AM
Message 66 of 313
Hi Les,
Just checking back in to see if the speed has remained consistent since your last post?
Thanks
Michelle
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on 20-09-2024 11:14 AM
Message 67 of 313
I'm glad to hear this Les and thanks for letting me know 🙂
Michelle
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on 20-09-2024 11:10 AM
Message 68 of 313
Hi Michelle
I came home today to a very pleasant surprise - speed at around 32 Mbps. My wife told me that the speed after the repair was still at that level. Let's hope it stays that way.
Best regards
Les
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on 20-09-2024 08:45 AM
Message 69 of 313
Good morning,
How has your connection been since your last post?
Thanks
Michelle
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on 18-09-2024 08:00 AM
Message 70 of 313
Hi @Lesman
Openreach have now closed the fault as resolved. Fault was fixed at the cabinet.
How was the connection last night?
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on 17-09-2024 01:55 PM
Message 71 of 313
Hi @Lesman
Openreach haven't updated the fault ticket as yet. I will continue to monitor for additional updates.
Thanks
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on 17-09-2024 07:48 AM
Message 72 of 313
Hi @Lesman
The fault has been assigned to a line engineer this morning and we should hopefully have additional updates later this afternoon.
Thanks
Debbie
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on 16-09-2024 01:57 PM
Message 73 of 313
Hi Les,
Thank you for confirming. The line test is still detecting a potential external fault so I've passed this straight over to Openreach now and we'll check first thing in the morning for an update for you.
Thanks
Michelle
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on 16-09-2024 01:30 PM
Message 74 of 313
I just checked the landline phone - the signal voice is clear.
Les
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on 16-09-2024 08:19 AM
Message 75 of 313
Hi Les,
I'm sorry to hear this. I've run a test on the line now which has detected a potential fault. Can I just confirm if the voice service is ok or experiencing any issues before we pass this over to Openreach please?
Thanks
Michelle
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on 15-09-2024 11:34 PM
Message 76 of 313
Hi Chris
And the speed fun returns again. Tuesday 11.09 the speed from about 33 Mbps drops to about 19 Mbps and until Friday it fluctuates between about 30 and 6 Mbps. Since Friday it has been around 18 - 19 Mbps, to drop to about 6 Mbps today and return to the level of 18 - 19 Mbps (below the guaranteed one). I understand the difference of 5 Mbps (different network load) but such a difference is probably not normal. Can you check what this is about?
Regards
Les
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on 03-09-2024 02:44 PM
Message 77 of 313
Hi Les,
Arne will get back to you when he gets around to your thread
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
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03-09-2024 12:44 PM - edited 03-09-2024 12:44 PM
Message 78 of 313
Not all boards are supported every day, @Lesman.
Also, don't send a PM to staff unless they specifically ask you to.
Gliwmaeden2, a fellow customer.
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on 03-09-2024 12:36 PM
Message 79 of 313
Using the "Start a topic" button I created a "New message" under the title "engineer visit fee" and sent it. When contacting you the answer or reaction is quick, hence my surprise at the silence after sending a new email.
Les
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on 03-09-2024 12:24 PM
Message 80 of 313
Hi Les
Have you created a new post/topic on the billing section?
My colleague Arne will respond to this as soon as possible.
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