on 21-10-2021 11:15 AM
shout out for help / guidance
over the last week my internet has slowed and dropped out in the evenings so as to become unsuable - even for surfing. I have tried to get help through the chat 4 times and every time I have been cut off at various points
The last session got as far as suggesting one solution was to send out a new router, then I was again cut off.
Worryingly they also said it could be congestion, which may mean this issue is unsolvable..And I imagine I am still bound to the contract because for the majority of the day the speeds are OK.
I am not sure, short of cancelling and moving elsewhere, what more I can do to get a solution.
I have tried all the tricks with the master socket, wired / wireless connection, landline unplugged etc. This has happened consistently over the last week. There have been no changes my side.
I realise things go wrong and that speed can vary, but this process is immensely frustrating.
Another thing I noticed was that we used to have connection max of 16 MBPS and now it is reduced to 11..I am not sure if these two thing coincided..
Can anybody help?
on 18-11-2021 06:22 AM
on 17-11-2021 06:04 PM
This is interesting, tonight on the phone line there is more of a buzzing; the buzzing gets louder if I disconnect the router from the socket. Both the phone and the router are plugged in via the micro filter to the the master socket.
Earlier during the day with the lower hiss the same happened; the hiss got quieter when the router was plugged in.
on 17-11-2021 02:42 PM
on 17-11-2021 09:34 AM
Thanks for confirming. I've run a test on the line now which hasn't detected a fault, however I can see that the sync speed is varying. Does your main socket have a test socket? Is there any noise on the voice service?
on 17-11-2021 06:49 AM
I'm sorry for the delay. The fix for this has been rolled out. Can I just confirm, what issues you're experiencing with the connection at the moment please? Is it stability or slow speeds?
on 03-11-2021 07:11 AM
Our Network Engineers have identified a possible issue yesterday and advised that they are implementing a fix. I will post back to confirm as soon as I receive confirmation that this should be resolved.
on 02-11-2021 08:54 AM
on 02-11-2021 08:43 AM
Yes I did a couple of tests in the evening when the speed dropped really low again (screenshots attached). These were performed on a iPad. But as I have previously said it happens on bother wired and wireless connections. It started to slow around 7pm UK time. Was slow / variable until at least around 11pm..Your website had a technical error and would not store the results; maybe you can see them.
At one point your line checker indicated a problem, but a bit later they sent me a congratulatory text saying everything was ‘ok’ which it is not.
After these tests I could not even load your speed checker, and the broadband was useless.
on 01-11-2021 12:41 PM
OK thanks. Could you run a couple of speed tests, at least 10 minutes apart on the My Account speed checker. Could you run the test on a device connected to your router by Ethernet cable if possible
on 01-11-2021 10:38 AM
Could you switch your router off and leave it off for 30 minutes then switch back on and retest. If speeds are then still low please let us know
on 25-10-2021 09:16 AM
on 25-10-2021 09:14 AM
yes the router is plugged into the master socket (inside) with the newly supplied filter and cable.
Yes please arrange a visit - I am away this week, will be back Saturday.
on 25-10-2021 08:53 AM
Thanks for your reply.
If this fault is still present with a different router, cable and filter at the test socket then the next step will be to arrange an Openreach engineer visit.
Would you like me to arrange this visit?