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Low speed and is there is apps not working or websites help pls

Filipambb
Team Player
Message 1 of 39

Hi, i have my net since 26 of November,  and since i turn it on.. doesn't  work,  there websites i can see, there pages doesn't  open.. there is androids there does connect  with the wifi because is to low.... i have talk with 20 or so people of customer  service.. and they are rude and they dont help me.. they turn of he chat  and stop answering me... i just feel  like cancelling... because i am paying for something  that doesn't  work.. i have to use my 4G...  i done all the thing they ask me.. change  the channels everything  nothing  works..  please van anyone  help me. Is possible  is from the router.. because i can catch my neighbour's  but i cant catch  my wifi

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38 REPLIES 38

Filipambb
Team Player
Message 2 of 39
Hi can anyone help please
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Message 3 of 39

Hi Filipambb

 

I'm sorry to hear this.

 

Can you please update your community profile to include your:

  • Name
  • Telephone number
  • Alternative contact number

We'll then look into this further. Please do not post this information on this thread Once you've updated your profile please post in your topic to confirm it's updated.

 

Thanks

 

Debbie

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Message 4 of 39
I already updated

Message 5 of 39

Hi Filipambb

 

Thanks for updating your Community Profile.

 

I've completed a line test which hasn't detected any faults and the sync speed looks good.

 

Please can you power down your router for a full 30 minutes and then run a speed test using the TT speed tester  so we can see the results?

 

Thanks

 

Debbie

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Message 6 of 39
Okey will do

Message 7 of 39

Hi Filipambb

 

Thank you, please let us know how you get on.

 

Debbie

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Message 8 of 39
I already done was 0.31 mbs of upload
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Message 9 of 39

Hi Filipambb

 

What was the download throughput speed?

 

Thanks

 

Debbie

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Message 10 of 39
17.6 mbps

Message 11 of 39

Hi Filipambb

 

Do you have a different device that you can run a speed test on?

 

Were any devices (laptops, phones etc) in use and connected when you ran the speed test?

 

Thanks

 

Debbie

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Message 12 of 39
Hi yes, 0.30 mbps upload
And the 15.4 mbps download
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Message 13 of 39

Hi Filipambb

 

Please can you dial 17070 from your landline and confirm that the correct telephone number is read back to you (same as in your Community Profile)

 

Please do not post the number on this thread.

 

Thanks

 

Debbie

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Message 14 of 39
I dont have telephone at home
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Message 15 of 39

Hi Filipambb

 

Were any devices (laptops, phones etc) in use and connected when you ran the speed test?

 

Thanks

 

Debbie

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Message 16 of 39
The tv is connected but was off

Message 17 of 39

Hi Filipambb

 

Thanks for your reply.

 

As the sync speed looks good but the throughput speed is low I think we should send a replacement router for testing. Would you like me to arrange this?

 

Thanks

 

Debbie

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Message 18 of 39
Yes please

Message 19 of 39

Hi Filipambb

 

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

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Message 20 of 39
Thank you Debbie.. i will let you know once i have received thank you