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Fibre with TV box

Diane
Super Duper Contributor
Message 85 of 85

Hi, I wonder if you can helpl I am not sure if I am on the correct help service or whether it should be the TV service.

I renewed my contract in November and was upgraded to fibre as it was a better deal than the noral unlimited broadband. The engineer has stated (via the Billing service of the forum) that there is a fault on the line. I dobn't have any problem with the computer and am happy with the speeds etc. but my engineer cannot get the extenders to link together to connect the new box which I have purchased from yourselves in order to be able to record.. He has tested them with others which still did not link and feels it might be the router (which unfortunately is not his forte).

I have an Hg663 router. All the lights bar the TV light are working. Anything you can suggest please?  I have been in touch with Arne in billing if you need any further information about the engineer! He has offered another to come but I do not feel inclined to pay. I do need to reply to Arne to either have an engineer or close the ticket!

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84 REPLIES 84

Diane
Super Duper Contributor
Message 1 of 85

Ok thank you, it came the next day,.  It is the same as mine at the moment, so shall I still exchange it and see if there is a difference. Probably wouldn't hurt to.

When Michelle asked if I had another to test it was the one I found.......good old Antiques Roadshow.

 

Diane

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Message 2 of 85

Hi

 

I'm sure we could take the SmartAX on antiques roadshow as it's getting on a bit now 🙂

 

I'll get a router out to you for testing and see if this helps.

 

Thanks

 

Karl. 

 

 

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Diane
Super Duper Contributor
Message 3 of 85

Hi,

I have a SmartAX MT882 (an old white one, and a couple of other old ones!).  Any good? 

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Message 4 of 85

Hi Diane,

 

Do you still have an alternative router that you could connect so we can see how the sync speed compares?

 

Thanks

 

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Diane
Super Duper Contributor
Message 5 of 85

Hi Michelle,

It's 25/6 this morning. Is it necessary to have a 'master socket' apart from what I have? My router is upstairs so cannot connect directly to socket. For the tv I have the adaptors.

Not unhappy with the speed but when it states 35 it's a bit down.

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Message 6 of 85

Hi Diane,

 

Ok thanks. I've included a Help Article below.

 

Your guide to master sockets

 

Thanks

 

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Diane
Super Duper Contributor
Message 7 of 85

Hi Michelle,

Yes line is still clear of noise, no problem with the phone at all. It's only the possible speeds although these are now fibre and up on the other speeds I had before prior to fibre.

Not sure about a 'test socket' but this is just a socket  with a DLink thing that the phone plugs into. Does this help. Have not actually been asked this. 

 

Diane

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Message 8 of 85

Hi Diane,

 

Thanks for letting me know. Is the line still clear of any noise? Does your master socket have a test socket? I did read back through your thread, however I couldn't see if you had previously been asked this.

 

Thanks

 

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Diane
Super Duper Contributor
Message 9 of 85

Hi Michelle,

From the original at 30.5/9.4 in January it does seem to have gone down to around 25/6.

Sometimes a bit less. Any ideas?

Many thanks,

Diane

 

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Message 10 of 85

Hi Diane,

 

Thanks for the update. I've re-run the line test which is clear. Just to confirm, what speeds were you previously receiving?

 

Thanks

 

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Diane
Super Duper Contributor
Message 11 of 85

Hi again,

Just 'bumping' as requested previously.  Update is that I have today received a call from 'Management' to say that the fault has been fixed on the 21st Feb.Engineers dug up the pavement and filled in again, so I presume there are now no faults on the line as were found by yourselves.

The speed is no different at around 25/6 today.

Thanks for your help.

Diane

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Message 12 of 85

Hi Diane

 

Please let us know how you get on.

 

Thanks

 

Debbie

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Diane
Super Duper Contributor
Message 13 of 85

Excellent, thank you I will monitor.   I am presuming that the line is now clear and maybe it will speed up a bit now as we are on fibre.

Thanks for your help.

Diane

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Message 14 of 85

OK thanks, I think this is probably normal then, mine is a bit slow too initially but doesn't buffer once it starts. Could you continue to monitor and let us know if you experience any further problems 


Chris

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Diane
Super Duper Contributor
Message 15 of 85

Hello Chris,

It is just slow whilst loading. Do not get buffering while the programme is on.

 

Diane

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Message 16 of 85

Hi Diane,

 

Is it just slow initially loading the program or do you also get buffering while watching the program?

Chris

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Diane
Super Duper Contributor
Message 17 of 85

Performance is ok on the computer. Just gets a bit slow when I go into catch-up for anything on the tv using TT tv+ box. Not too much of an issue as don't use games etc. But a bit better would be good.  23.5/6.2 just now on TT speed test.

Diane

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Message 18 of 85

Hi Diane,

 

Thanks for the update. The sync speed does seem a little low. Hopefully DLM will start to increase the sync speed over the next couple of days. How is the overall performance of the connection?

 

Thanks

 

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Diane
Super Duper Contributor
Message 19 of 85

Hello Debbie,

You have taken over!

The actual connection seems ok. I have done some speed tests and the best one came at 25.7/9.4.

Is this reasonable?

Diane

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Message 20 of 85

Hi Diane

 

Thanks for keeping us updated.

 

I've completed a line test which is not detecting any faults. How has the connection been since your last post?

 

Thanks

 

Debbie

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