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Forbes_m2
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Broadband drop in service around 4pm GMT

I work from home occasionally and use a VPN to connect to work. Also have a softphone via the internet connection. I find around 4PM (and I'm always on calls on that time), that the internet continuously crashes, hence, I lose the phone connection, and VPN to work. I appreciate its a busy time with kids finishing school, but that's not acceptable when on an optical line. I never had this issue with Sky. Anyone else experiencing this. I am in HP5, Chesham Bucks.
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Message 2 of 17
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Re: Broadband drop in service around 4pm GMT

Hello Forbes_m2,

Thanks for posting Smiley Happy

Sorry to hear about the trouble you're having with your connection around 4PM, the does sound frustrating. I've checked your account and don't see anything obviously out of place. Can I please ask if you're using a wireless or a hard-wired connection? Ideally we suggest using an Ethernet cable to achieve the best possible connection. Also it would help if you could perform a few speed tests when you notice the crashes so we can see if your speeds are dipping lower than expected.

Hope to hear back from you soon,

Take care.

Heather_J

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Re: Broadband drop in service around 4pm GMT

Hello Heather,

I am using wireless. My Router is not in the same room as my office. However, surely with speeds of up to 200 mbps there should not be a drop in service. I can't do a speed test when it crashes as I would not have an internet connection. I have done a test now and will add another tomorrow around the same time to this feed. Many thanks. Melanie

http://www.speedtest.net/my-result/6077369217

 

 

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Re: Broadband drop in service around 4pm GMT

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Re: Broadband drop in service around 4pm GMT

Hi Forbes_m2, 

 

Thanks for getting back in touch, I have taken a look and the connection seems ok from this side. 

 

If you are using a wireless connection tried wired. Pop the hub into modem only mode with the computer in safe mode with networking. Let us know if this makes a difference. 

 

It would also help to see a BQM so we can see what is happening from your side. (Please be aware link is external and we are not responsible for its contents).

 

Speak to you soon. 

 

Emma


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Re: Broadband drop in service around 4pm GMT

hello Emma,

Already advised using wireless. Router in a different room to my office. Sure, I know Ethernet is better than wireless, but in all years using wireless with Sky never had problems.  The service should not crash even if its is around peak times.

I am around 34mbps for speed.

http://www.thinkbroadband.com/ping/share/60bdbe8f71eee10c561ab7c25c42fddb-03-03-2017.html"><img alt="My Broadband Ping - Melanie Virgin Media" src="http://www.thinkbroadband.com/ping/share-thumb/60bdbe8f71eee10c561ab7c25c42fddb-03-03-2017.png

[url=http://www.thinkbroadband.com/speedtest/results.html?id=148854894816737455724][img]http://www.thinkb...]

Regards Melanie

 

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Message 7 of 17
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Re: Broadband drop in service around 4pm GMT

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Pruney
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Message 8 of 17
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Re: Broadband drop in service around 4pm GMT

A quick answer to this may be that, after 4PM they start throttling peoples connections, general from P2P but I've had slowdowns after these times too.

4pm - 11pm is peak times
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Re: Broadband drop in service around 4pm GMT

Hello,

As I advised in my thread I understand slowness and impact to responses at busy times. That's a given.  My issue, which I find unacceptable is when you get a drop of connection, i.e. total loss of internet connection.  This happens whilst I am on conference calls, webex, etc for work purposes. Whilst the connection does reconnect, I lose the conference call or webex.  For business this is not ideal and totally frustrating and I didn't experience the same issue with Sky.

Thanks for input though.

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