Get expert support with your Fibre connection.
on 10-12-2023 07:58 PM
Speed and stability of internet poor all this week was fine until then getting iplayer buffering and timeouts every half hour or so. I have not changed anything.
Only just reaches guarenteed download speed of 5.9mb half the time and upload guarentee of 0.4mb is 0.1-0.3mb after main tt bb speed tests.. TT say speed to router is 8-9MB
Some Webpages give connection lost error and then pop up after about 10-60 s or time out
Sometimes has gone as low as 1.5mb in speed test and have to reboot router to restore it back
Can the my 10Mb be restored and stability restored
Regards
Hugh
on 14-12-2023 10:11 AM
OK thanks, if you could bump the thread on Monday we'll take a look at the line history over the weekend
Chris
Chris, Community Team
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on 14-12-2023 09:45 AM
Hi Chris
Telephone all ok. Never had problems with my kit or installation before except for a duff router i got replaced so I'm confident all is good here so that leaves the line from my house socket to the exchange back to your serves as the obvious cause of the problem.
I say this of many experiences of service problems over the last 20yrs when the service fails sometimes for days without explanation or degrades and in all those times it was never my equipment and was either a line damaged or dodgy connection on the junction box up the road that caused the problem.
I was also left without internet for a week a few years back, as were some others around here, that was never explained but mysteriously coincidently coincided with major upgrade work going on at the local telephone exchange.
I have also seen numerous reports over the years of other users that have had similar service problems that TT claim that they cannot locate after engineers have done a home visit and found no problem, that eventually either mysteriously go away or eventually find a fault at the exchange or on the line. For whatever reason It seems TT are either not aware or told of problems at the exchange possibly because of poor reporting and communication systems, or don't want admit to them as it's bad publicity.
I'll see if it settles over next 48hrs,
on 14-12-2023 08:13 AM
Hi Hugh,
Could you leave the new router connected to the test socket for at least 48 hours and we'll see if the speed improves. If it doesn't then the next step will be to arrange an engineer visit to investigate further
Are you experiencing any problems with your telephone service, is there a dial tone? Any noise on the line?
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 13-12-2023 05:14 PM
Hi
Yes got router have just tried it and the speed to router is down to 6mb from 9mb last week and the download speed is now 2.5Mb which is half the speed of 5.9mb you guarentee in my contract with TT. I have repeated speed test with the old as well as new router and it still the same virtual unusable slow speed.
if you cannot fix the problem and rectify the speed back to where it should be in a timely manner, to contracted minimum levels what are my options ? as its currently unacceptable.
Regards
Hugh
on 13-12-2023 01:56 PM
Hi Hugh
Have you received the replacement router?
Thanks
Debbie
on 11-12-2023 10:20 AM
Hi Hugh
The replacement router is on its way, please allow 24-48hrs for this to arrive.
Let us know how the connection compares with this router.
Thanks
Debbie
on 11-12-2023 10:00 AM
Hi
Thanks I could try a new router if you think that may help
I ran the speed checker 3 times this morning and get around 5mb/0.1mb which is below contracted minimum level of 5.9mb/0.4mb and the 10mb i used to get. Have you exhausted all other avenues of why this might be happening?
Regards
Hugh
on 11-12-2023 09:00 AM
Hi Hugh
I think we should send a replacement router for testing, would you like me to arrange this?
Thanks
on 11-12-2023 08:52 AM
Hi
Router is HG633
Have tried connecting to master socket with no difference.
My suspicion is this is caused by TT putting too many people sharing giving a poor contention ratio for cost cutting reasons ? and this why the service has become so poor ?
on 11-12-2023 08:50 AM
Router is HG633
Have tried connecting to master socket with no difference.
My suspicion is this is caused by TT putting too many people sharing giving a poor contention ratio for cost cutting reasons ? and this why the service has become so poor
on 11-12-2023 07:57 AM
Hi Hugh
I'm really sorry to hear this.
I've completed a line test and this is clear, no faults detected but I can see re connections on the line.
Which router do you have? Have you connected the router directly at the test socket?
Thanks
Debbie