Very Slow Fiber speed after upgrade from ADSL

[#1]

I have an engineer booked for this afternoon however the speed was up at 35Mbps at 7.30 this morning and now at 16Mbps .

[#2]

Hi @wmackay,

I'm sorry to hear that your speed has been up and down. Please let us know if you're still experiencing any problems after the engineer visit.

[#3]

The openreach engineer replaced a 20 year old external junction box and some corroded wiring. After testing the line he said that should be the issue fixed. The line seems to be staying about 30Mbps. Is it possible to run a test on it to confirm the fault has gone?

[#4]

Sure, everything looks good from our point of view. 

[#5]

Still sitting above 30Mbps. Thanks for your help

[#6]

You're more than welcome @wmackay,

Glad to hear that, let us know if anything changes

[#7]

Disappointingly the speed is back down to 5Mbps.

[#8]

Hello @wmackay,

I am sorry to see that your issue with your speed has returned. I have tested your line and there's definitely something out of place as your speed is showing 6Mbps on our side. Is there any chance you can plug your connection into the test socket and run a wired speed test with the one device connected?

A guide on how to locate the test socket can be found here.

If the speed is still below estimates, please can attached the results to the fault ticket and let us know here so we can get this picked up.

[#9]

The router is now in the test socket. The speed was 30Mbps to start withbut has already dropped to 16Mbps and will probably keep on dropping.

[#10]

Hello @wmackay,

I am sorry to hear that the speed did not improve within the test socket and for the inconvenience this is causing. I have rejected the fault back to our suppliers and we are currently are awaiting for their response as to how they would like to proceed.

It is likely they will want to send an engineer to investigate the issue further and in preparation for that, please can you update the fault ticket with your availability.

[#11]

I've updated the support ticket with availability. Hopefully can get this issue resolved soon.

[#12]

Hi @wmackay,

Thanks for getting back to us.

I've scheduled the engineer visit here and we will monitor the fault on the day.

If you require any further assistance, please let us know.

Thanks - LF

[#13]

There has been no sign for an engineer today and no change in speed. Still 5 to 6Mbps

[#14]

Hi @wmackay, I'm really sorry that the engineer did not attend. I have chased this with our suppliers and provided a further update here.

I'm very sorry for the inconvenience this may have caused.

[#15]

Is there any update of rebooking the engineer visit?