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nags1992
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SG6 - Area reference 24 - Slow Speeds during evening

Hello,

I've been experiencing slow speeds during the evening, roughly getting about 10mb at instead of 200mb. Issues been on-going since april-may, have had an engineer out as it was supposedly a issue to do with the power levels since then issue still persists.

Called up support today, now given another excuse by the off-shore call centre and that it is an issue with over utilisation in the area, still asked me to factory reset my router however.

Please can i get a answer for why we are having issues and what is going to be done and when by, getting real tired of excuses. 

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nags1992
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Message 2 of 26
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Re: SG6 - Area reference 24 - Slow Speeds during evening

Bump
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Kerryd86
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Message 3 of 26
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Re: SG6 - Area reference 24 - Slow Speeds during evening

I live in same area to you and I'm having the same problem. Little tip, call during the day and you'll get through to someone in Birmingham. I'll be following this post for an answer too Smiley Happy
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nags1992
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Message 4 of 26
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Re: SG6 - Area reference 24 - Slow Speeds during evening

Heya, called today. Apparently it's due to ongoing cable works in our area which is why we experience speed issues. ETA fix is 30 Nov which is ridiculous considering how long it's been going on for ! Probably get pushed back till next year, good to see the price increase has brought worse service
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Message 5 of 26
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Re: SG6 - Area reference 24 - Slow Speeds during evening

Hiya nags1992

 

Welcome to the community and thanks for posting.

 

My apologies that you are experiencing slow broadband speeds.

 

From checking your connection, the downstream power levels are showing as too low at - 6 dBmV. I appreciate that you have already had an engineer visit, however I would like to arrange an engineer appointment to adjust these to the correct range. I've sent you a PM (purple envelope icon, right corner) requesting some details.

 

I can also see the high peak time traffic fault in your area that you mentioned which is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004132235 and with a review date of 30th November.

 

Hope to hear from you soon

Sam


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nags1992
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Message 6 of 26
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Re: SG6 - Area reference 24 - Slow Speeds during evening

Hi Sam,

Thanks for your reply, 

Here are my downstream power levels currently if this helps.

Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked43283000000 Hz256 QAM-4.3 dBmV 35.2 dB100763272
Locked37235000000 Hz256 QAM-5.2 dBmV 34.3 dB626706294
Locked38243000000 Hz256 QAM-4.9 dBmV 34.8 dB239358291
Locked39251000000 Hz256 QAM-4.6 dBmV 34.9 dB115431351
Locked40259000000 Hz256 QAM-4.7 dBmV 35.2 dB31748339
Locked41267000000 Hz256 QAM-4.8 dBmV 35.2 dB31130288
Locked42275000000 Hz256 QAM-4.4 dBmV 35.2 dB34159281
Locked44291000000 Hz256 QAM-4.2 dBmV 35.4 dB17894308

 

ill reply to your PM to arrange the engineer visit

Thanks

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nags1992
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Message 7 of 26
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Re: SG6 - Area reference 24 - Slow Speeds during evening

Had engineer out, he advised he will order a replacement modem router to replace the home hub 2 as there are known issues with the firmware. Stilll waiting for the replacement. Been over 2 weeks, he arrived on the 22nd of october. Speeds are still up and down, getting real tired of this...any update on the issue in my area ? review date is end of this month yet its not listed as a "known" issue under the service status

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Message 8 of 26
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Re: SG6 - Area reference 24 - Slow Speeds during evening

Hi nags1992,

 

Thanks for coming back to us about this.

 

I can see that the equipment was replaced and activated since we received your last post.

 

The review for the area fault is still listed as the same date mentioned by Sam in her post.

 

Please let me know if there is anything more that I can assist with.

Take care,

 

Nat_J

 

 


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nags1992
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Message 9 of 26
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Re: SG6 - Area reference 24 - Slow Speeds during evening

Hi Nat,

What's the latest on the issue ?

Regards,

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nags1992
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Message 10 of 26
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Re: SG6 - Area reference 24 - Slow Speeds during evening

Bump......

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