Slow Speeds Again
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- Re: Slow Speeds Again
Slow Speeds Again
25-07-2019 12:04 PM - edited 25-07-2019 12:08 PM
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I can't get more than 6mb up and down.
I've got one computer connected direct via ethernet to the router.
I've tried master socket.
I've tried new network cable.
I've tried new PC.
I've restarted the router.
Speedtest.net & BT Speedtest not get higher than 6mb.
Upstream
Downstream
Current Rate (kbps) 7200 7896
Max Rate (kbps) 18803 39316
SNR Margin (dB) 15.3 31.4
Line Attenuation (dB) 31.1 15.6
Errors (pkts) 0 548
Re: Slow Speeds Again
on 25-07-2019 1:52 PM - last edited on 06-08-2019 5:51 PM by Mav
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Hey @canalside,
Thanks for getting in touch.
Sorry to hear about the drop in your speeds, please accept my sincerest apologies for the frustration caused.
I have ran several tests over your broadband services, with your cirucuit in sync but not reaching the MGALS or estimates for your line. I am glad to hear you have tried these troubleshooting steps, the next step would be to raise a fault here and let us know once this has been done? We'll then engage our suppliers to investigate further.
Thanks.
Re: Slow Speeds Again
06-08-2019 4:38 PM
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The link you sent just asks me to login then takes me to your member area.
No way to send a message that I can see.
Where am i meant to do it?
Can you do it ASAP?
Re: Slow Speeds Again
06-08-2019 4:43 PM - edited 06-08-2019 4:57 PM
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Hi @canalside
If you click on the link after you've logged into your account you'll be able to report a fault to us.
Having said that I can see you've since done this, I'll get the ticket picked up shortly.
[edit]
I've tested your line today and I can see your sync speed of 7.9mbps is banded at that level by the automated dynamic line management(DLM) software at the exchange.
We're submitting a DLM reset to remove this which should go through within the next 24 to 48 hours.
Let us know how it goes.
Re: Slow Speeds Again
07-08-2019 4:03 PM
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Will I be refunded for the last 2 weeks while the speed has been limited?
Re: Slow Speeds Again
07-08-2019 4:07 PM
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I'm afraid we don't refund for speed faults as there's been no downtime and you've been able to use the service however if you can let us know once your speeds have increased I'm sure we can look at offering you a goodwill gesture.
Re: Slow Speeds Again
07-08-2019 4:10 PM
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If I read these posts correctly you were advised to report a fault two weeks ago.
Moderator and Customer
If this helped - select the Thumb
If it fixed it, help others - select 'This Fixed My Problem'
Re: Slow Speeds Again
07-08-2019 4:11 PM
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Okay. Don't worry about the money back. I've ordered from another supplier so i'll cancel soon.
Re: Slow Speeds Again
07-08-2019 4:54 PM
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Re: Slow Speeds Again
09-08-2019 11:43 AM
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48 hours now passed and speed is now limited to 2 mb
Re: Slow Speeds Again
09-08-2019 11:59 AM
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Thanks for getting back to us @canalside
I've tested your line today and I can see that there was a stuck profile on your line which was restricting your download speeds.
This has now been removed and you should now be getting speeds of around 30mbps. If you do not see any immediate improvement please reboot your router in the first instance
Let us know how you get on
Re: Slow Speeds Again
09-08-2019 2:38 PM
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Thank you.
After restarting the router I'm now getting 22mb.
My contract is Unlimited Fibre Extra and until a few weeks ago I was getting 60+ mb.
If the limit is now 30mb whats happening with the contract?
Re: Slow Speeds Again
09-08-2019 3:18 PM
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Thanks for getting back to us
As the speeds are still poor after the DLM reset I'm afraid we'd need to send another engineer out.
Can you respond to the ticket on your account here and let us know once you've responded?
This will allow us to get that picked up straight away for you
Re: Slow Speeds Again
12-08-2019 12:43 PM
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I replied on friday and still waiting for someone to reply and still don't have the service i'm paying for.
Re: Slow Speeds Again
12-08-2019 1:33 PM
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Thanks for your post @canalside, we're sorry for our delayed response to your ticket.
I've just booked in an appointment for you for tomorrow (13/08) between 08:00 and 13:00.
Please let us know if you need any further assistance in the meantime.
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