New set up
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- Re: New set up
New set up
01-03-2019 3:14 PM
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Hi,
I know that I should give it a couple of weeks before raising concerns about speeds etc, but after plugging in my router and setting it up, I'm only getting around 15mps speeds.
I've signed up for the fastest speed, so would expect speeds of at least 45mps - even as a new set up.
Tried all of the usual troubleshooting approaches and my router is connected to the only phone socket in the property.
Any help would be greatly appreciated.
Re: New set up
01-03-2019 3:34 PM - edited 01-03-2019 3:35 PM
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Thanks for getting in touch.
I'm sorry to hear that your speeds are below expectations.
We've tested your line and it's not showing an exact cause for this but we can see that the speeds are well below your minimum guaranteed line speed.
I'd recommend raising a fault here and posting back here once you've done so. We can then get this picked up and passed to the relevant team.
Re: New set up
01-03-2019 5:24 PM
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Hi,
followed the steps and a fault has been logged
Re: New set up
01-03-2019 5:34 PM
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Re: New set up
03-03-2019 9:20 PM
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Re: New set up
04-03-2019 11:07 AM
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Thanks @jamesjoc1971, I've responded to the ticket, however I'm afraid we're only able to book appointments for either an AM slot (Between 8am and 1pm) or a PM slot (Between 1pm and 6pm) Monday-Friday (With saturdays being available on rare occasions.
If you could response to the ticket confirming your availability for an appointment, then let us know here once you've responded, we'll get that picked up and booked in as soon as possible for you.
I hope this helps.
Re: New set up
04-03-2019 12:21 PM
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Thanks. I've updated the ticket. Any AM Slot will be good.
Re: New set up
04-03-2019 12:30 PM
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Re: New set up
05-03-2019 11:34 AM
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Hi, the Openreach engineer attended and established that he issue was with the wire. He did something at the exchange and speed went to 46Mbps. Checked speedtest after he left and it was consistently around 29-30Mbps. If the speed does not increase, will I be able to downgrade my package to the plan that it more suited to those speeds?
Re: New set up
05-03-2019 2:24 PM - edited 05-03-2019 2:26 PM
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Hi @jamesjoc1971,
I'm sorry to hear that your throughput speed is still poor following the engineer visit.
I've tested your line and the test indicates that your line is now syncing at 53.5mbps:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXX |
Test Outcome | Pass | ||||
Test Outcome Code | GTC_FTTC_SERVICE_0000 | ||||
Description | GEA service test completed and no fault found . | ||||
Main Fault Location | OK | ||||
Sync Status | In Sync | ||||
Downstream Speed | 53.5 Mbps | ||||
Upstream Speed | 13.0 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Not Detected | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Not Detected | ||||
Technology | VDSL |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2019-03-05T14:01:04Z | 2019-03-05T14:16:04Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 3 | 0 |
Errored Seconds | 3 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
However, the connection profile on your account has not increased back to where it normally is and this appears to be what's restricting the speed on your side. I've adjusted this now and your speed should be back to normal once you've rebooted the router. Please let us know if this doesn't resolve the issue.
Re: New set up
06-03-2019 9:36 AM
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Re: New set up
06-03-2019 11:41 AM
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Hi James,
You can leave it open for the time being - it will auto-close after a period of inactivity, or you can close it at a later date once you're happy that everything is running as expected.
Let us know if there's anything else you need.
Best wishes
Dave
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