Hi my line speed to the router has dropped from 40 mbps to 25mbps which is below my guaranteed speed. I’ve contacted customer services via chat and they’ve sent me a new router (WiFi hub) and also said that they’ve changed some setting but nothing has changed. Can you please look into this for me.
I'm sorry to hear this and I'll take a look now. I've run a test on the line which hasn't detected a fault, however I can see re-connections on the line. Is the connection unstable or have you been rebooting/switching off the router? How long has the replacement router been connected for?
Hi the line speed dropped about a week ago I contacted customers service via chat and they sent a new router which I connected yesterday morning about 7.30am when it arrived. I’ve only disconnected to fitted new equipment apart from that I never turn it off.
Ok thanks for confirming this. It can take DLM between 24-48hrs to make changes to the speed. Does your master socket have a test socket? Is the voice service also ok with no noise on the line?
Thanks for confirming. It can take between 24-48hrs for DLM to start making changes to the sync speed if the connection remains stable.
Would it be possible to bump your thread (request an update) tomorrow and we can re-check the connection stats again to see if DLM has started to increase the sync speed now that the replacement router is connected?
I can see that the sync speed hasn't increased, apologies for this.
If you have tested with a different router at the test socket then the next step will be to arrange an Openreach engineer visit.
Good morning, I’ve checked this morning and my line speed is back to 40mbps. I don’t know if anyone changed anything but thankyou. I will monitor and hopefully it will stay. Only thing I’ve noticed in the settings is that the router has reset itself and the software has changed.
I'm showing a profile change has happened at 04:15 this morning and the line is now in sync at 38mb.
Monitor and let me know if anything changes.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
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