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meganjem
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Broadband painfully slow since "speed boost" in my area

Hi there,

Can anyone advise me as to why my broadband speed has become so slow?! The speed boost to my area happened a few months ago and since then it seems to have got slower. It tends to be worse during peak hours too, so during the evenings from about 6.30/7pm. 

I tried all the usual "quick fixes" to no avail - turning hub on and off, checking streaming apps like iPlayer etc aren't running in the background on any devices, but nothing making a difference. Is this slow speed just down to peak hours or is it something an engineer should come out for? 

Network, upstream and downstream logs:
Screen Shot 2017-01-17 at 19.58.53.png

Screen Shot 2017-01-17 at 19.58.38.png

Screen Shot 2017-01-17 at 19.59.41.png 

Any help or advice would be much appreciated! Thank you, Megan

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georgedrabble
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Re: Broadband painfully slow since "speed boost" in my area

Sounds like another oversubscription problem where as VM send out their agents for new customers knowing full well the effects upon the networks not being able withstand the demand. Given that, you've obviously been sold an upgrade that wasn't going to get anywhere near the speed of said upgrade. 6.30/7pm obviously when most are home from work & when the network in said area buckles because of the demand through oversubscription. there is probably nothing wrong at your end though an engineer should come out iI doubt it will affect the outcome of your speeds after any so calledfixes have supposedly been applied.

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Forum Team
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Re: Broadband painfully slow since "speed boost" in my area

Hi meganjem,

 

Welcome to the Community!

 

Really sorry to hear you're having trouble with your connection.

 

I've located your account and there are no network issues affecting your connection. I can, however, see some errors showing on your equipment. I've sent you a private message (purple envelope at the top right of your screen) so I can arrange for a technician to take a look.

 

Speak soon Smiley Very Happy

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


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meganjem
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Re: Broadband painfully slow since "speed boost" in my area

Hi Josh,

I haven't seen your PM come through yet?

Thanks,

Megan

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Re: Broadband painfully slow since "speed boost" in my area

Hi meganjem,

 

Really sorry about that, looks like my message didn't go through!

 

If you check your inbox now you should see my message.

 

Speak soon Smiley Very Happy

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


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Maverick2
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Re: Broadband painfully slow since "speed boost" in my area

Hello,

Same issue here. It used to work fine before with 50 and 70 MBs speed. However, since the upgrade (3 weeks ago), speed is always between 11-15 MBs. It is not only dissapointing the service quality but also the customer service; I can never reach anyone by pone or chat. They are always expecting "high volumes of calls/chat" which is -obviously- a lie.

I think the only way to have this amended is filing a complaint to the Ombudsman.

Kind regards.

 

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Re: Broadband painfully slow since "speed boost" in my area

Hi Maverick2,

 

Sorry to hear you're having trouble too!

 

I've checked out your equipment and there's an issue with your Channel SNR that will need to be checked out. I've send you a private message (purple envelope at the top right of your screen) so I can arrange a technician visit.

 

Speak soon Smiley Very Happy

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


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