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Issue with Faster Fibre

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12 REPLIES 12
Highlighted
Sightseer

Hi,

 

we’ve been having issues with our service ever since we “upgraded” to Faster Fibre.

 

i believe we should be seeing speeds of 80mps but usually speed test from WiFi is around 35-40, dropping to 9-20 randomly. We also get random dropped connections, usually in the mornings.

 

I have done the online test which says that there is a Suspected problem with our Service- but on our home side. Nothing has changed at home since we “upgraded”


I called the service centre and had a conversation about it with them. What worries me about the conversation was this part:

 

TT: what kind of socket do you have?

ME: it’s an Openreach master socket 5C

TT: does it have two sockets in it?

ME: yes, one with a phone symbol and one with an internet symbol

TT: Does it have screws on the front?

ME: nope

TT: right I’ll send you a micro filter

ME: oh. I thought you didn’t need a micro filter with a twin socket?

TT: the micro filter helps your service and may be causing the issue

ME: err... OK fine I’ll try that then

 

Guess what, tried the micro filter and it doesn’t work at all... Constant orange flashing light on router.

 

Can somebody from TT look into these issues for me please? Usual comments apply that everyone always says- I’m not getting the service I pay for etc etc...

 

Thanks in advance

Highlighted
Community Star

Hi @Alex Redhead what does your sync speed show? Check your sync speed 

Howare you connecting when speed checking wired or wireless? Edit sorry you said.

If wireless try Split your router's SSID (wireless network name) 

 

Your post has been flagged for assistance.

I don't work here and all my opinions are my own.
Highlighted
Sightseer

Hi there,

 

Thanks Very much for the reply.

Download 47.85

Upload 16.60

 

Have split the WiFi as suggested. I’ve put the kids and everyone’s phones etc on 2.4 so I can hog the 5g channel all to myself... What’s your thinking there? Apart from the 5g channel not being congested should I see other benefits to speed?

Thanks again

Highlighted
Sightseer

By the way, speed test on both channels is about 33-40 down and about 14 up

Highlighted
Community Star

Hi @Alex Redhead thanks for that info. Splitting the SSID helps devices to focus on doing a good job. 2.4 usually has extra range and 5 faster speeds.

Splitting will also help identify if one or the other is causing the drop outs you mention.

 

The sync rate is really informative as the achievable rates are usually 10 % or  so below.

In your case the sync is less than optimal and the OCE team will look at ways to improve it for you.

 

Sorry for my less than techie answers, I know what I mean😁

 

The team should pick up your post during tomorrow. Try moot to disconnect the router in the meantime.

 

D

I don't work here and all my opinions are my own.
Highlighted
Sightseer

That’s fantastic, thanks so much for your help. Don’t worry at all about your answers, I’m pretty clueless with this stuff so it helps massively.

 

I’ll see what the OCE team says tomorrow then.

Cheers!

Highlighted
Sightseer

Further to this for the team- my connection has just dropped to 0.1-1mbps.

Highlighted
Sightseer

Update- speed back up to 40mbps now.

 

is somebody from TT available to pick this up please?

Highlighted
Sightseer

Just to let anyone know who’s interested, we have had enough and have made the switch to a different provider this morning.

 

I will not be expecting any fees for ending our contract.

Highlighted
Community Star

Hi @Alex Redhead sad to read this, sorry I couldn't help in the end.

I don't work here and all my opinions are my own.
Highlighted
Sightseer

No worries, thanks for the assistance, wish TT were as responsive and happy to help as you were, then they wouldn’t be losing me.

 

All the best

Highlighted
Community Team - TT Staff

Hi Alex

 

I'm really sorry for the delay.

 

If you contact our Loyalty Team they can discuss the cancellation with you.

 

Thanks

 

Debbie

 

 

Highlighted
Sightseer

Cheers Debbie, will do.