Slough SL2 - Speeds are 68kbit-1.67mbit
Area 14 here.
Last night at 00:30 the connection suddenly went down as I was in the middle of a raid in Rust. For 4 hours the Hub 3.0 kept flashing its' lights and I ended up calling VM at 5am. The lovely lady in India told me to unplug the main cable and plug it in again and wait 10-15 minutes. It didn't help one bit. Now the download speeds range from 68kbps to 1.67mbps but upload is fine now at 12mbps which was initially horrible too. I don't know if I can cope with this, is there any specific department I can call? |
Re: Slough SL2 - Speeds are 68kbit-1.67mbit
Call back in but don't let them fob you off with a "leave it 15mins and try again". They resolve the issue on the call, or it gets escalated elsewhere (outage/engineer/etc.).
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Re: Slough SL2 - Speeds are 68kbit-1.67mbit
Cheers Kushan, I just got off the phone, apparently other people also phoned in and reported a problem in my area. The technical support rep. told me an engineer has been called out and that I should give it another 2 hours.
Here's hoping... |
Re: Slough SL2 - Speeds are 68kbit-1.67mbit
Did it get resolved?
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Re: Slough SL2 - Speeds are 68kbit-1.67mbit
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So that was from yesterday till today. A few hours ago I spoke to a more senior technician - I think based in Ireland - and he ran some tests. He said he could see there was a lot of SNR noise and arranged an engineer immediately to go have a look. About 30 mins ago the Hub light was flashing so I think that was the engineer. I just ran fresh speed tests on speedtest.net and fast.com and here's what I get... Test 1 @ 3:44pm [img][/img] Test 2 @ 4 mins later [img][/img] Test 3 @ 5 mins later [img][/img] And netflix' speedtest [img][/img] It's not good I'm afraid. Compared to the solid 220+ meg I was getting, this is just disappointing for a £46/mo connection. I'm scared to play Rust as I don't know what will happen if I'm fully geared. :D Is it possible to speak to the more senior team again? |
Re: Slough SL2 - Speeds are 68kbit-1.67mbit
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Once again I'm not entirely convinced you haven't just been fobbed off again. Your modem light flashing just means the thing disconnected - could have been anything. I'm afraid once more you need to phone in and keep phoning in until they actually acknowledge and fix the issue. |
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Incidently, a text message arrived yesterday morning, telling me that my broadband connection issue has now been resolved. It wasn't. The problem was still there for me and I rang in and they confirmed to me that the issue has been resolved. Quote:
Eventually he booked in an engineer for this Monday 12th as he noticed the speed was severely low and while he ran speedtests the hub kept disconnecting - confirming what I was saying all this time. So now I got to do the waiting game. They kindly discounted my monthly charge by £15 in the meantime. ---------- Post added at 04:12 ---------- Previous post was at 03:10 ---------- Hub stats, for anyone clued up on this stuff... Quote:
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Re: Slough SL2 - Speeds are 68kbit-1.67mbit
Yeah, your downstream SNR is too low on most of the channels, with just a couple being marginal at best, likely down to the SNR problem. That, coupled with the downstream power levels being too high will be causing you the issue. Unless the problem is local to you (between your house and the cabinet), like loose connections etc., I can't see what the technician is going to be able to do. (S)he'll probably pass it up the chain to networks to have another look at.
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Re: Slough SL2 - Speeds are 68kbit-1.67mbit
As I type here the hub's main light is constantly flashing green and has been this way for about 90 mins or so. Not sure what's going on because rebooting or factory reset don't help at all.
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Re: Slough SL2 - Speeds are 68kbit-1.67mbit
Hub just lost it completely yesterday morning. The main light keeps flashing green no matter what I do, e.g. powerdown, factory reset etc.. it's been like this for over 18 hours. All I can do now is wait for the engineer on Monday.
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Re: Slough SL2 - Speeds are 68kbit-1.67mbit
I was thinking why the engineer hasn't turned up so far, it's because the guy who ran pointless tests via remote login, didn't actually book any engineer.
And now my area is reported to have a problem and ETA to resolve the issue in my area is 16th Dec. Quote:
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Re: Slough SL2 - Speeds are 68kbit-1.67mbit
Either loose connectors or faulty amplifier most likely with the SNR issues. That Microsoft issue isn't related to yours whatsoever so I would insist on a tech coming out. If it's loose connectors the service tech can resolve. An amplifier issue will be passed to network.
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Re: Slough SL2 - Speeds are 68kbit-1.67mbit
This is getting beyond a joke. This happens occasionally and it's always a ball ache to get it sorted.
Here's the problem. If you had a total loss of connection, it would be a major enough issue to get them to send someone to fix it. "Slow and intermittent", however, are the bottom the pile in terms of priority - even if your connection is so slow and so intermittent that it's unusable. Unfortunately, when the issue gets raised (As a low priority one), all the customers that phone in saying they've got no internet get told it's a known issue, but because it's low priority it doesn't get fixed for days or even weeks. If those people had phoned in before the outage was raised and reported a total loss of connection, it'd get flagged as a high-priority outage and it'd get fixed in a day or two. It's a ball ache to get this kind of thing sorted because it relies on several people doing their jobs correctly. I'd be tempted to disconnect the coax and report a total loss of connection, just to get them to book an engineer. |
Re: Slough SL2 - Speeds are 68kbit-1.67mbit
About 30 mins ago there was a VM team outside changing the cable on my road. Apparently the whole road completely lost VM connection.
No idea when it'll be back to normal but at least I know they're working on it now. Anyway, the hub currently looks like this... https://www.cableforum.co.uk/images/local/2016/12/5.png https://www.cableforum.co.uk/images/local/2016/12/6.png https://www.cableforum.co.uk/images/local/2016/12/7.png https://www.cableforum.co.uk/images/local/2016/12/8.png |
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