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HAppleby
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Slow speeds and terrible latency (esp. in peak hours)

Evening,

I am receiving terribly low speeds and awful latency when playing games (frequent spikes to 100+) which is making it unusable, primarily in peak hours but also frequently in the day.

 http://www.thinkbroadband.com/ping/share/8541a893c270c5639c4ee5376e2f895f-13-03-2017.html

 http://beta.speedtest.net/result/6127665699.png

I'm one of the tenants in the house and the broadband account is owned by our Agent, however I can supply the account number and further details via a Private Message.

We are on a 100Mbps package, so the fact that we are receiving frequently only 10 is terrible. This is via a wired connection. Wifi is often worse.

Superhub 2 (was upgraded from a superhub 1 last year).

Any help would be greatly appreciated as we are not receiving the service we are paying for, and this has been going on for a while now.

Regards,

Heather

 

 

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HAppleby
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Re: Slow speeds and terrible latency (esp. in peak hours)

6127685365.png

 

Err, yeah. Down is worse than up often too. 10pm Monday evening.

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HAppleby
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Re: Slow speeds and terrible latency

Again tonight, 9pm. 

6130494049.png

Area is W13, West London.

I did a speed test prior at around 8pm, speed was fine. As soon as I start playing an online game it drops to unusable. Not sure if it's a coincidence. 

Downstream:

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

 Locked 1 202750000 Hz 256 QAM 0.1 dBmV 37.9 dB 2056 304
Locked 2 210750000 Hz 256 QAM -0.1 dBmV 37.9 dB 11486 306
Locked 3 218750000 Hz 256 QAM -0.1 dBmV 37.9 dB 771 298
Locked 4 226750000 Hz 256 QAM -0.3 dBmV 37.9 dB 601 321
Locked 5 234750000 Hz 256 QAM -0.5 dBmV 38.6 dB 366 307
Locked 6 242750000 Hz 256 QAM -0.5 dBmV 38.3 dB 349 299
Locked 7 250750000 Hz 256 QAM -0.5 dBmV 38.3 dB 375 323
Locked 8 258750000 Hz 256 QAM -0.8 dBmV 37.9 dB 371 300

Upstream Channels

Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
Locked 7 32600000 Hz ATDMA 47.3 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
Locked 8 25800000 Hz ATDMA 47.3 dBmV 16QAM 6400000 Hz 5120 Ksym/sec

       c
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Re: Slow speeds and terrible latency

Hello HAppleby,

Thanks for getting in touch Smiley Happy

Sorry to hear about the slow speeds you're experiencing, I appreciate this can be frustrating.

Checking your connection I can see that you're currently affected by area fault: F005109786 which is being reviewed on the  26th July. This fault is known to cause slow speeds, especially during peak time hours and to resolve this we will need to perform network upgrades.

If you get back in touch with us on or after the review date, we will have more info for you.

Thanks for your patience,

Take care.

Heather_J

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


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HAppleby
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Re: Slow speeds and terrible latency

Hi Heather,

If you're looking for my account then that may be incorrect as it's registered to my old university house.

I'm currently living in area code 21. I can PM you the account number (it's registered through my agent so I can't log in unfortunately).

If this is the correct area however to the fault you mentioned then please disregard the above.

Thanks,

Heather

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Re: Slow speeds and terrible latency

Hello again HAppleby,

Thanks for a quick reply Smiley Happy

In that case, please drop me a PM confirming the address of the property you'd like me to test.

Thanks again for getting back to me,

Take care.

Heather_J

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


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