Fibre sudden drop
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- Re: Fibre sudden drop
Fibre sudden drop
26-05-2021 8:51 PM
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Fibre extra - 54mbps speeds since signing up to my contract.
Suddenly dropped to 38mbps.
No change on my end. All tested via ethernet / test port. 38mbps max.
Upload is fine.
I can see a closed automated ticket regarding bandwidth settings which seems to correspond roughly when I noticed the drop in speed.
I can't log a fault using your troubleshooter as it keeps asking for day time phone number but there is no field to input this information!
Hoping for help here please.
Re: Fibre sudden drop
27-05-2021 11:15 AM
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Hi @Jhs123
Thank you for reaching out on our community forum.
Thank you for getting in touch on our Community forum regarding your broadband speed. Please accept our apologies for any inconvenience caused by this. Our tests have in fact shown an issue on the line, whereby the download sync speed is not reaching that of the speed profile.
Your broadband sync speed is currently in and around 38.2 Mbps, whereas the speed profile allows speeds of up to 44Mbps - also far lower than what it needs to be. This strongly indicates that there may be a physical fault on the line which needs to be investigated.
I've sent you on email which contains a few links / videos to tests that need to be carried out on your end before we can raise this with our suppliers Please let us know how you get on once the tests are complete, and we'll be more than happy to follow up. If you're interested, I've also popped our test results onto this post.
Re: Fibre sudden drop
27-05-2021 11:21 AM
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Thanks Adam, your test results line up with what I am experiencing.
The strange thing is I've had really good speeds for a few weeks (since the contract started) 50mbps+
But obviously now something has changed and reduced my speeds to the 38mbps.- (35mbps on BTwholesale)
I've completed the trouble-shooter and submitted the ticket.
Thank you
Re: Fibre sudden drop
27-05-2021 11:47 AM
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