Poor service since line speed increase

[#1]

First of all we are connected directly to the exchange here and previously we were told the max line rate was going to be around 12Mb/s which is about what we had. Connection was very stable and streaming TV perfect at 1080p.

Then around two weeks ago our connection went down for two hours and when it came up it was connecting at 21Mb/s and 1Mb/s up.

Everything seemed OK but over the last few days streaming TV in the evening is impossible and eventually slows down to what looks like 320x240 heavily compressed. My wife assures me that daytime streaming is OK.

[#2]

Sorry to hear you've been having issues with your download speeds.

I've tested your line and that's not showing any issues with the connection looking stable and the speeds are what we'd expect for your line.

When you next have issues can you carry out a speedtest here over a wired connection? Once the initial result is completed please click Further Diagnostics. Please type in your phone number and click run diagnostic test. This will run a test and send the results to the server for investigation

[#3]

Is it possible to check for a Hot SVLAN issue @MatthewWheeler.   Recent service switchover / upgrade by OR may have created a number of hospots?

[#4]

@MauriceC Yes, I've just performed a full KBD test and that has a category for "VLAN analysis" nothing is being flagged as an issue to us. 

[#5]

Hi,

Things seem OK tonight. I will do the tests and report if it slows again.

Thanks,

Rich.

[#6]

Thanks for letting us know, @skuzzbag. 

I will do the tests and report if it slows again.

Please do, we would be more than happy to take an other look should it be required. 

All the best,

MoR

*edit -  correction of a spelling mistake. 

[#7]

Hi,

The speed has dropped quite considerably tonight here are the test results from BTW

1. Best Effort Test: -provides background information.

	Download  Speed
	2.29 Mbps

0 Mbps

21 Mbps Max Achievable Speed

 Download speedachieved during the test was - 2.29 Mbps
 For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
 IP Profile for your line is - 19.25 Mbps

2. Upstream Test: -provides background information.

	Upload Speed
	0.26 Mbps

0 Mbps

0.83 Mbps Max Achievable Speed

Upload speed achieved during the test was - 0.26Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.83 Mbps

This test was not conclusive.

please close the window using 'Exit' button and contact your ISP for further assistance with these results.

[#8]

Sorry to hear the speeds have dropped again.

At this stage I'd recommend raising a fault here so we can investigate this further.

Let us know once you've done this and we'll get this picked up

[#9]

Hi, I've raised a fault just now. Speed test was 8.2Mbps this evening.

[#10]

Hi @skuzzbag,

I've taken a look into this issue today and raised a ticket response via your account. To view this, please click here.