on 20-11-2020 05:31 PM
Hi, our connection is suffering very low upload connection speed less than 1Mbps when it is normally around 8Mbps. Nothing has changed at the premises regarding router wiring and the router is plugged directly into the test socket.
Please can this be looked into.
on 08-12-2020 10:45 AM
on 04-12-2020 03:26 PM
If you'd like us to arrange the engineer visit can you confirm:
I've also sent you a PM to confirm some other details
on 04-12-2020 01:14 PM
Hi, great but the installation is in a clubhouse where no one will be present to answer the phone. I am dealing with this, my mobile ending 295 is in the forum profile. Please advise or feel free to contact me on this number to arrange the engineer visit.
on 03-12-2020 09:58 AM
It looks as though our network team have been trying to contact you to arrange an engineer visit. If you'd like us to arrange an engineer visit please let us know and we'll confirm some details
on 30-11-2020 02:23 PM
Line test is now picking up a potential issue so I've logged this out to Openreach as a non-appointed task. Openreach will carry out checks on your line over the next 72 hours, they may contact you directly if they need to access your home
on 27-11-2020 12:02 PM
Hi, thanks for the quick responses.
Entirely up to you if you want to send a router, I will happily get it installed if you think that could be the issue.
I have attached a screenshot of the tech info from the router from last Sunday. Why is the upstream line rate well below the maximum upstream rate? The maximum is about where it typically has been for a year or so, around 8Mbps.
Are you able to confirm the link speeds up and down please? The tools in the online account only specify download speed which has never been a problem. Really it should specify both upload and download link speed.
on 27-11-2020 09:22 AM
on 27-11-2020 09:04 AM
Hi, I ran the online checker and it automatically arranged an engineer visit. They've been and had this update on Wednesday:
"We've sent an engineer to fix a problem with your line and we're now monitoring it. Your connection might take a few days to adjust. If you find that you are having any further issues after 2 days please go to your online service centre where you can live chat to our support team."
The connection is still struggling, upload bandwidth is hugely down from what it is capable of 8Mbps usually.
on 26-11-2020 08:15 AM
on 24-11-2020 11:04 AM
Hi, I will have someone listen on the phone for any noise.
Sorry no alternative router to test with.
I checked the premises myself, currently only the router is connected into the faceplate that includes the filter. No extensions or anything. Photo attached.
The router is in a clubhouse that has not been used since lockdown, so certainly the hardware has not been changed or disturbed.
Since you were unable to diagnose from your end, would it be possible to arrange an engineer visit please?
on 24-11-2020 08:18 AM
I'm sorry for the delay. I've run a test on the line now however the results are inconclusive. Is your voice service ok with no noise on the line? Do you have an alternative router that you can test with?