26-10-2021 10:31 AM - edited 26-10-2021 10:33 AM
In the last couple of months I have noticed that my download speed has practically halved from when I first received the service (Fibre Extra) I have never been able to get the minimum guaranteed speed and and am OK with that but I was originally getting around 50MB/s but now I seem to be hovering around 25Mb/s. The upload speed is fine and I have never had an issue with that.
Your broadband service
- Product: Unlimited Fibre Extra
- Estimated Download Range: 60 - 72Mbps
- Estimated Upload Range: 17 - 18Mbps
- Minimum Guaranteed Speed: 54.6Mbps
- Current Line Speed (Download): 25.2Mbps
Can I request a test of my line to see if there are any obvious issues. Thanks
Fixed! Go to the fix.
Hi @Hodge4ever, thanks for getting in touch and I'm sorry to hear you've been having speed issues as of recent.
I have run tests on your line and we've detected a external line fault that more than likely will be behind the lower speeds you've been seeing as of recent.
I have raised the external fault up with our suppliers who have given us the standard 2 working day turn around time and estimated response time of 28/10/21 by 23:59. Keeping in mind this is the very latest a engineer would be out to investigate the issue and it could be resolved sooner. I've raised a fault ticket on your account and placed it on hold until the morning of 29/10/21 so our faults team can check to see if your issue has been resolved however if you are still seeing issues by Friday morning and haven't heard from our faults team feel free to drop us a message on here and we'll happily chase this up for you.
Re: Line speed half of what I was originally getting
Thanks for the update. I will update the thread when the issue is resolved or if I need to chase.