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Internet very slow early in the morning

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Community Team - TT Staff

Hi John,

 

I believe the replacement router will be a HG633. Would you like to go ahead and arrange an Openreach engineer visit?

 

Thanks

 

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Whizz Kid
Can I leave the OpenReach engineer for a week or two. My wife's in hospital in Newcastle after a cancer op. and not sure when I will be in
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Community Team - TT Staff

Hi John

 

Yes of course, just reach out to us when it's more convenient. Best wishes to your wife.

 

Thanks

 

Debbie

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Whizz Kid
Your HG633 arrived. I'll send it back when I get a chance
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Community Team - TT Staff

Hi John

 

If you would prefer to keep hold of the router until you are able to fully test it then this will be fine.

 

Thanks

 

Debbie

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Whizz Kid
You sent me my current D-Link router to replace an HG633. The HG633 was sent to replace a D-Link. Changing routers doesn't work. The HG633 does not disconnect and reconnect automatically when there is a fault on the line, it just slows the throughput to practically zero, and I have to restart manually. At least the D-Link reconnects automatically. I did not ask for this router
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Community Team - TT Staff

Hi John

 

Ok, did you also receive a returns bag?

 

Thanks

 

Debbie

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Whizz Kid

Someone from your team had arranged to phone me between 12 and 2 yesterday. I stayed in for the call until 2:30. No one phoned. When I got back I checked 1471, no one had called. No one called after that.

My new router originally synced at 14megs. Now synced at 26megs, but actual download speed is 13megs. I did several supportal-test.co.uk speediest yesterday, all with computers connected via ethernet. There was also hissing on the line when I phoned the doctor yesterday

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Community Team - TT Staff

Hi John

 

I'm sorry to hear this.

 

I've completed a line test which hasn't detected any faults and your line is in sync at 24.9mb.

 

Is the noise present on all calls?

 

Thanks

 

Debbie

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Whizz Kid
The noise was on all calls (though we don't make many) but seemed fine When the Service Management Centre finally called back a 5pm yesterday.
Yesterday it was syncing at 24.9 but the download was only 13 (supportal-test.co.uk tests submitted using a wired connection).
This morning, DLM changed again with a similar sync, but download at 22megs
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Community Team - TT Staff

Hi John

 

Thanks for your reply.

 

What did our Faults Team advise?

 

Debbie

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Whizz Kid
He said he had to consult with someone who is in this morning and he is ringing back today
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Community Team - TT Staff

Hi John

 

Thanks for your reply. Please let us know how you get on once you have spoken to our Faults Team.

 

Debbie

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Whizz Kid
Phone call arrange for between 12-2pm. Now 2:30. Got to go out

Not sure why your team arranged times
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Community Team - TT Staff

Hi John

 

Apologies for this.

 

Have you received a call since your last post?

 

Thanks

 

Debbie

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Whizz Kid
Yes, but yet again the system wasn't working properly at your end so he's ringing back today
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Community Team - TT Staff

Hi John

 

Apologies for this. If you don't receive a call at the agreed time then please let us know and we will investigate this fault via the Community.

 

Thanks

 

Debbie