Faster fibre speed

[OCE_Debbie]

Good Morning Patrick 🙂🙂

Thank you, hopefully the engineer will get to the bottom of this fault.

Debbie

[patd1967]

Good afternoon Debbie.
Just to let you know the engineer was here earlier this morning and has moved some cables about at the telegraph pole outside our property. It did improve for a couple of hours,we've now got to see how it goes on over the next few days while the system stabilises
Will update you soon on any changes

Patrick

[OCE_Debbie]

Hi Patrick

Thanks for keeping us updated.

Please let us know how you get on.

Debbie

[patd1967]

Good afternoon Debbie,bad news we are back down to less than 5mbps download and less than 1mbps upload,been like it a couple of days

Patrick

[OCE_Chris]

Hi Patrick,

Sorry to hear you're speed has dropped again.

Is your router currently connected to your test socket?

 Are you experiencing any problems with your telephone service such as noise on the line?

Chris

[patd1967]

Router is connected as it should be,no issues with phone line

Patrick

[OCE_Chris]

OK, thanks

This is going to need an engineer visit so can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also PM'd you to confirm some other details 

Thanks

Chris

[patd1967]

Just going to reply now

Patrick

[OCE_Chris]

Hi Patrick,

Thanks for the PM, I've passed this over to our network team, we'll let you know when we receive an update

Thanks

Chris

[patd1967]

Thank you Chris

Patrick

[OCE_Chris]

Hi Patrick,

I've received confirmation from our network team that the engineer visit is booked for tomorrow AM - May 02 2019,AM (08:00-13:00) - please let us know how you get on

Thanks

Chris

[patd1967]

Will certainly let you know
Speedtest a few minutes ago
0.7 Mbps download
0.8 Mbps upload

[OCE_Chris]

Hi patd1967,

I'm sorry to hear your speed has dropped again, sync speed is still over 13Mbps so could you switch your router off for 30 minutes then switch back on and retest, please let us know how you get on

Thanks

Chris

[patd1967]

Morning Chris I've just done a speedtest on my computer and I'm only showing the following 0.6 Mbps download and 0.8 Mbps upload,I did find a latency figure as well of 1760 ms

will switch off the router though as well

patrick

[OCE_Chris]

OK, thanks for the update, please let us know if there's any improvement when you switch your router back on

Chris

[patd1967]

Got speed back to 12 Mbps,still not the minimum though that was promised when we renewed

patrick

[OCE_Chris]

How has the speed been since the engineer visit?

Chris

[patd1967]

Since the engineers visit last month it was really good to start with,after about 2 weeks it dropped off quite dramatically and that's where it's been since. This weekend as been an absolute pain to be fair,my parents wanted to talk to their grand daughter in Australia and Skype just kept cutting out for them,it was a case in the end of giving up. Not really the sort of service that we are promised and the speeds

patrick

[OCE_Chris]

I'm really sorry for any inconvenience caused by this issue. I've raised this to our network team for further investigation, can you bump the thread tomorrow and we'll check for updates

Chris

[patd1967]

Okay Chris will do

patrick