on 18-09-2021 11:14 AM
Since transferring to fibre 65 from my previous package I've been unable to get the guaranteed speed and I'm constantly getting a 'no internet connection' message on my laptop & other devices.
Running speed tests always results in a 'poor' result as shown below, this was this mornings, I've had to reboot my router twice already today with no improvement in bandwidth.
on 01-10-2021 10:25 AM
on 01-10-2021 06:47 AM
on 30-09-2021 04:51 PM
Openreach engineer was here this morning told me that once the speed drops & you change router you can't get the speed back without "an adjustment" he left saying the speed was back up to 40 Mbps, I've just run an ookla speed test from the service dashboard and it's still only half the guaranteed speed.
on 29-09-2021 01:04 PM
28-09-2021 05:47 PM - edited 28-09-2021 05:48 PM
The reply box is not functioning for anyone, @aileendar.
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on 27-09-2021 10:04 PM
Hi Debbie, yes we're aware of potential charges, but as the master socket is right next to where the new drop wire is I'd be very surprised if the fault is inside. Engineer can call any day apart from Wednesday this week and any day next week.
on 27-09-2021 10:43 AM
on 27-09-2021 08:59 AM
on 24-09-2021 03:37 PM
Yes that would be good, we're very confident the problem is outwith our house. The last time we had a speed issue, Openreach discovered a fault between the top of their pole in the street & the bottom, at that time they rewired from the pole into the house & installed a new master socket.
The only other thing I've noticed is the service dashboard is stating that the router software needs updating, I thought this happened automatically during the night? I've logged in to the router the software version is SG4K100130
on 24-09-2021 07:06 AM
I've re-checked the connection stats now and the line test is still clear, however I can't see any increase in speed. If 2 different routers, cables and microfilters have been tested at the test socket then the next step will be to arrange an engineer visit. Would you like to go ahead with this and we can confirm some details with you?
on 22-09-2021 07:02 AM
Thanks for the update. It can take DLM a few days to start optimising the connection and increasing the speed if the connection remains stable and the errored seconds are low. Please could you post back here on Thursday and we can re-check the connection stats for you.
on 20-09-2021 03:34 PM
The router is on the way.
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.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 20-09-2021 01:53 PM
Thanks for confirming. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.