Sync speeds halved since loss of service

[#1]

We had a loss of service on Wednesday night so I reported the fault (ticket 197790421 - had no response yet) however by Thursday morning service had been restored.

The problem is that I am now only getting sync speeds akin to basic fibre and not fibre extra.

Prior to the issue we had constant and reliable sync speeds of 79 / 20 dl-ul, now I only have 39 / 10 dl-ul and router reboot and reset hasn't made any improvement.

What can have gone wrong? It's like I've been downgraded back to my old fibre package speeds.

Cheers.

[#2]

@100mileshigh From your reported sync speeds it does look like you have been downgraded to 40/10. You will have to wait for a response from a staff member. I don't think calling customer service will help you.

[#3]

What a shambles of a customer support team!

Just because the connection is restored they closed the ticket despite the sync speeds being half what they should be. Evidently didn't read the details provided to them.

Annoyed doesn't come close!

[#4 · Accepted solution]

Hi there, I'm sorry to see you're experiencing speed problems. 

I can see you've advised in the ticket 194963539 that all is good now and so we've based our response on your fault ticket 197790421 to what you've told us and your ticket isn't closed, in fact we can't close tickets you raise yourself.

As I can see your speeds are banded at 40mbps I've arranged for a DLM reset which will go through within the next 3 working days. Let us know if you've not seen an increase by Thursday so we can investigate further.

[edit]

I think both myself and the adviser who responded to your fault ticket mis-read the date on the ticket 194963539. I read it as 10/01/20 when it's actually 10/10/19. 

[#5]

Many thanks.

Will update in due course either way 👍

[#6]

@Gandalf  I think it is remarkably odd that the op's speeds are banded at exactly 40Mbps down and 10Mbps up.😮

[#7]

The DL is a tiny bit under at 39.96 but UL is a solid 10 on the dot.

[#8]

Thanks for getting back to me @100mileshigh 

No problem, hopefully it doesn't take too long for you to see an increase.

@RealAleMadrid that's what I said to myself, but I've checked, double checked and now tripled checked the order history of the line and the last order completed on 10/10/19 to move the downstream speed to 80Mbit/s.

I think we can be certain they've not been accidentally downgraded.

[#9]

Sync speeds back to 79.99 / 20.00 dl-ul.

Many thanks.

[#10]

Thanks for getting back to us @100mileshigh

I'm glad to see your speeds have increased  let us know if there's anything else you'd need help with