topic Re: Not getting Minimum Guaranteed Speed in Full Fibre

Not getting Minimum Guaranteed Speed

S65v10 — Fri, 24 Sep 2021 19:52:33 GMT

Hi, just checked my connect and looks like it has drop, no idea when but ran the usual tests..

Minimum Guaranteed Speed: 36.4Mbps
Current Line Speed (Download): 32.2Mbps

Can someone look into this before I open a ticket.

Thanks

Re: Not getting Minimum Guaranteed Speed

Mustrum — Fri, 24 Sep 2021 20:09:37 GMT

Well I looked at it, but why wait to raise a fault?

Re: Not getting Minimum Guaranteed Speed

Thrall — Fri, 24 Sep 2021 20:34:53 GMT

Your download speed looks to be banded at 35mbps, if there aren’t any underlying issues like noise you may just need to ask for your line to be reset (assuming that all checks out OK on the other side)

Do you have a landline phone you can dial 17070 from and listen for any noise on the line?

Re: Not getting Minimum Guaranteed Speed

adam945 — Sat, 25 Sep 2021 09:46:54 GMT

Hello @S65v10

Thanks a lot for reaching out and I'm really sorry to hear that you're having problems with your service. I've just tested the line which has found an issue with your service. This does require an engineer visit though so if you could please pop a quick note on the open fault ticket stating your availability for an appointment, we'll then get this picked up and booked in.

Give me a nudge once you've responded on the ticket and I'll be happy to get the ball rolling today - I'm around until 6PM.

Re: Not getting Minimum Guaranteed Speed

S65v10 — Sat, 25 Sep 2021 09:56:28 GMT

Thanks Adam, just updated the ticket.

Re: Not getting Minimum Guaranteed Speed

adam945 — Sat, 25 Sep 2021 13:34:53 GMT

Thanks a lot for getting back to me @S65v10

I owe you an apology, I should have been clearer about Openreach appointment times. We're able to request engineer appointments between Monday and Friday, and we have two appointment slots to choose from. AM and PM.

AM - anytime between 8AM - 1PM

PM - anytime between 1PM - 6PM

Pop another note on the account when you can and give me another nudge on here, I'll get it booked in.

Re: Not getting Minimum Guaranteed Speed

S65v10 — Sat, 25 Sep 2021 14:09:08 GMT

No worrie, updated for PM.

Re: Not getting Minimum Guaranteed Speed

adam945 — Sat, 25 Sep 2021 16:58:56 GMT

Great stuff, I've just got that sorted and have updated the Ticket. Feel free to reach out if you have any further questions at all.