So, I've had the new WiFi hub for a few days now. When I go on the service centre it tells me my router can't be identified. Now this in itself is not a problem. My issue is I don't know if my software is up to-date or not. It is currently running version SG4K10002810t. If there is a newer version could one of the OCE's please update it.
Thanks in advance.
Solved! Jump to the Best Answer.
Hi Debbie. So I've logged into my router today and it lost connection at about 3am. I now seem to of lost 10Mbps download speed
. I have gone from 33.7Mbps to 24Mbps. This is exactly what it did the other day. The noise margin is still 6.4. My upload speed doesn't seem to of changed. Once again I am below my guaranteed speed. I can't keep rebooting and hoping for the best.I know it's not the router as have tried with an other.
I'm sorry to hear this.
I've checked the connection stats again and it appears that DLM made a change to the profile on 24/06, this may be why the connection dropped.
Would you like me to arrange an Openreach engineer visit?
I don't really know. I did refresh the gateway on the 24th at around 1700 hours BST to see if the speed would come back up. Although the speed is slow at the moment it is stable. I don't know what an engineer visit would achieve and it's very hard for me to get time off work at the moment. Do you think it would be worth giving it a couple of weeks to see if it comes back up by itself. Or even turn the router off for a full 30 minutes to see if I get a better connection. Please advise.
Thanks for the update. It's possible that DLM may increase the speed again. Yes, you could try the 30 minute router power down but we'd recommend only trying this once.
Well I done the 30 minute power down and it made no difference. I've disconnected everything in the house that was connected to the phone line. I even took off the face plate of the Openreach MK3 socket and connected using DSL filter to the socket inside. I would understand it being slow if the noise level was high, but it isn't. I don't really know what to do. Leave it a while or have an engineer visit.
The connection has now been up for 2 days. The real problem is the lose of 10Mbps. The connection is, I believe, more stable with the lower speed than what I had with the extra 10Mbps. The reason I say this is ever since I lost the speed my Now TV and other live streaming apps don't buffer anymore. Wether or not this is a coincidence I don't know. I'm just really confused. I don't want to pay for an engineer to come out and tell me there's nothing wrong, but I don't want to be paying for speed that I'm not getting. Please help.
The line profile isn't capping your speed to the current sync speed so could you just try switching the router off again for 30 minutes just to confirm that it's definitely not going to improve