Hub One keeps resyncing
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- Re: Hub One keeps resyncing
28-04-2020 11:35 AM
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The Hub One of late seems to be doing a re sync every night and some times during the day.
I have an existing fault call open
Question #200718626
Been open for nearly three weeks, speeds started to improved but are now dropping but to almost my minimum speed. This is becoming unacceptable. We are at risk customers. IP profile is wrong again. used to get 25.6 down now near 17 again. even upload has now got worse.
Fixed! Go to the fix.
Re: Hub One keeps resyncing
29-04-2020 1:17 PM
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My speed is now down to Minimum guaranteed speed. This is unacceptable. Plus I seem to now seem to be routed via London, rather then more locally. IP profile is wrong again.
We are a high at risk customer.
Re: Hub One keeps resyncing
29-04-2020 7:27 PM
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Hi there, I'm really sorry about the issue with your reduced sync speeds. The IP profile does appear to be correct but an underlying fault is causing the speeds to have reduced, due to how our network operates a speed test will show you as being in London but that's where some of our hardware is located and doesn't mean your connection is routed that way physically so don't worry about that it's quite normal. I've arranged for an engineer to look into it for us tomorrow and I'll be in touch afterwards to follow things up as needed. I've added more information to the ticket on your account.
01-05-2020 9:21 AM
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Although the Openreach engineer came and found a fault in the box on the side of the property, poor connection and partly corroded. he said he tested the line and it was now a much faster throughput near 30 mb.
I am still only getting 18 mb download, below my minimum speed. The routers helpdesk page says I should be getting a faster download as well.
Should I do a full shutdown of the router for a period of time and then restart it? Just concerned if I do this it will again trigger a reduction in speed.
Bear in mind we are high risk customer.
Re: Hub One keeps resyncing
01-05-2020 3:32 PM
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HI @wakeman, I am sorry that you are still having some issues. We are seeing a stable connection and a test today shows a sync speed of 26mb.
I would advise continuing to monitor this for the time being and have added a further response to your open ticket.
Re: Hub One keeps resyncing
01-05-2020 3:48 PM - edited 01-05-2020 3:50 PM
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I have added a note to my fault ticket pointing out you still have my minimum speed on my account wrong and provide a reference to my contract email with the correct information.
You have also not answered my question as to if I should restart the router i.e. shutdown for say an hour and back on. to force a resync.
Re: Hub One keeps resyncing
04-05-2020 11:29 AM
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Hi @wakeman, I can see my colleague who ownership of your ticket has picked this up and responded for you today.
Re: Hub One keeps resyncing
04-05-2020 1:32 PM
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Re: Hub One keeps resyncing
04-05-2020 2:49 PM
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Re: Hub One keeps resyncing
07-05-2020 5:49 PM
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I have heard nothing since, your post @adamwalker on Monday, and no update added to the ticket either. relating to the incorrect minimum guaranteed speed on my account
Can you reset the line to the maximum I should be able to get.So I can get my normal downloads speed back?
Re: Hub One keeps resyncing
07-05-2020 7:34 PM
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Re: Hub One keeps resyncing
07-05-2020 11:20 PM
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I have responded to the ticket update by @adamwalker , and done the speed test which has the IP Profile wrong as explained in the ticket. Openreach when he tested the line he was getting a profile of 29Mbps, not 21.31 which is what the test is saying.
Re: Hub One keeps resyncing
08-05-2020 11:28 AM
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Hi @wakeman,
I can see that my colleague, Adam, has responded to the ticket further this morning.
Re: Hub One keeps resyncing
08-05-2020 4:17 PM
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I have updated the ticket, I am still not seeing the throughput of 28mbps you state. Maybe another fault somewhere, what do you suggest.
Re: Hub One keeps resyncing
10-05-2020 1:45 PM
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@adamwalker Have added an additional note to the ticket. Its almost as if my line is being banded down. Can this be looked into be and banding removed.
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- Re: Hub One keeps resyncing