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krrcwl
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Vivid200 speed issues

Hi,

I've recently upgraded to Vivid 200, but as yet haven't seen anything above low-20s Mbps at any time of the day/week. Router has been restarted at least three times since upgrading. Is there anything else I need to do?

Thanks,

KL

P.S. Checking in the Router Status, the Max Traffic Rate is 220000000 bps as it should be.

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Re: Vivid200 speed issues

Hi krrcwl,

Hope you don't mind me jumping in to help out as Sam isn't in today Smiley Happy

I've thoroughly tested your connection and note 2 issues affecting.
The first is fault ref: F004864679, this is the one that Sam has already advised you about. Peak time speed drops are a symptom and we're currently awaiting completion of the pre-upgrade work, after which we'll have a better idea of whether or not the network upgrade is due to commence.
I've noted your account with information relating to that fault and have also passed your details over to a team who will provide updates and advice on credits.

The other issue is that of intermittent network errors (FEC's - forward error corrections). I have been unable to locate a fault ticket raised for this but note the issue occurred recently at these dates/times:

7th   Jan 18:30 - 21:00

8th   Jan 20:35 - 22:35

10th Jan 09:40 - 11th Jan 22:12

12th Jan 12:28 - 13th Jan 09:19

I shall be here tomorrow and shall make a note to check on this again. If it recurs I shall be escalating this to Networks.  But this type of fault would have a further impact on broadband speeds and loss of stability.

I shall let you know if I do need to flag anything up. Perhaps you could keep me updated on how your connection is behaving?

Thanks Smiley Happy

 


Jen
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Re: Vivid200 speed issues

Hi KL

 

Thanks for posting and a warm welcome to the community.

 

My apologies that you are not achieving the up to 200 Mbps broadband speeds.

 

I've managed to locate your account and there is a high peak time traffic fault in your area 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 F004528090 and with a review date of 21st December.

 

Do you notice these speeds just during peak hours or can it be through the daytime as well? Were the speed tests you completed through a wired or wireless connection? If wireless can you try through wired at different times of the day to see the difference please?

 

Let me know how you get on

Sam


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krrcwl
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Re: Vivid200 speed issues

Hi Sam, thanks for getting back to me.

I have realised that the slower rates I was getting were down in part to the Super Hub settings being on the slowest of the Wireless Modes for the 5GHz connection. However, even with that change, speeds are now in the 90-115Mbs range. This may be due to limitations at the other end, although I've tried using a variety of speed tests sites, but as yet I haven't done them at a wide variety of times.

I will do some more tests and see how it goes.

Thanks,

KL

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Re: Vivid200 speed issues

Hi Sam,

Ironically, not long after speaking to you, the speeds I was seeing took a dive again. I kept a log of the speed-test results for the last few weeks, and they are not really very close to what I expect to get on this package (quoted below, as I can't attach a file to this). As you can see, mostly they have been down to the 20-30Mbs mark. Have you any suggestions? Should I try and get a ticket raised to look into it?

Regards,

Karl

IP_ADDRESS,TEST_DATE,TIME_ZONE,DOWNLOAD_MEGABITS,UPLOAD_MEGABITS,LATENCY_MS,SERVER_NAME,DISTANCE_MILES
"***.***.***.***","10/12/2016 8:39 PM","GMT","105.91","12.06","28","Manchester","0"
"***.***.***.***","10/15/2016 7:44 AM","GMT","77.67","10.41","36","Manchester","0"
"***.***.***.***","10/15/2016 11:42 AM","GMT","76.05","12.16","27","Manchester","0"
"***.***.***.***","10/17/2016 8:37 PM","GMT","31.39","12.27","13","Manchester","0"
"***.***.***.***","10/17/2016 8:38 PM","GMT","33.59","12.19","18","Manchester","0"
"***.***.***.***","10/19/2016 3:53 PM","GMT","29.60","3.68","25","Manchester","0"
"***.***.***.***","10/20/2016 5:32 PM","GMT","28.33","12.22","26","Manchester","0"
"***.***.***.***","10/23/2016 11:37 AM","GMT","22.98","2.91","29","Manchester","0"
"***.***.***.***","10/24/2016 5:05 PM","GMT","21.33","6.41","27","Manchester","0"
"***.***.***.***","10/25/2016 9:58 PM","GMT","32.21","8.09","27","Manchester","0"
"***.***.***.***","10/26/2016 8:31 PM","GMT","32.92","8.76","22","Manchester","0"
"***.***.***.***","11/12/2016 6:31 PM","GMT","15.77","12.31","24","Manchester","0"
"***.***.***.***","11/13/2016 10:18 AM","GMT","23.64","11.92","25","Manchester","0"
"***.***.***.***","11/13/2016 11:43 AM","GMT","23.58","11.56","30","Manchester","0"
"***.***.***.***","11/16/2016 8:41 PM","GMT","21.31","4.58","31","Manchester","0"
"***.***.***.***","11/17/2016 7:56 PM","GMT","22.71","8.86","20","Manchester","0"
"***.***.***.***","11/18/2016 6:58 PM","GMT","23.15","12.36","26","Manchester","0"
"***.***.***.***","11/22/2016 7:30 PM","GMT","22.59","8.77","31","Manchester","0"
"***.***.***.***","12/6/2016 8:59 PM","GMT","27.19","4.50","24","Manchester","0"
"***.***.***.***","12/15/2016 9:04 PM","GMT","20.83","11.75","27","Manchester","0"
"***.***.***.***","12/31/2016 10:25 AM","GMT","22.62","12.18","28","Manchester","0"
"***.***.***.***","1/9/2017 8:46 PM","GMT","21.76","12.22","21","Manchester","0"
"***.***.***.***","1/10/2017 9:12 PM","GMT","41.64","11.83","31","Manchester","0"
"***.***.***.***","1/11/2017 6:35 PM","GMT","63.99","12.13","23","Manchester","0"

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Re: Vivid200 speed issues

Hi krrcwl,

Hope you don't mind me jumping in to help out as Sam isn't in today Smiley Happy

I've thoroughly tested your connection and note 2 issues affecting.
The first is fault ref: F004864679, this is the one that Sam has already advised you about. Peak time speed drops are a symptom and we're currently awaiting completion of the pre-upgrade work, after which we'll have a better idea of whether or not the network upgrade is due to commence.
I've noted your account with information relating to that fault and have also passed your details over to a team who will provide updates and advice on credits.

The other issue is that of intermittent network errors (FEC's - forward error corrections). I have been unable to locate a fault ticket raised for this but note the issue occurred recently at these dates/times:

7th   Jan 18:30 - 21:00

8th   Jan 20:35 - 22:35

10th Jan 09:40 - 11th Jan 22:12

12th Jan 12:28 - 13th Jan 09:19

I shall be here tomorrow and shall make a note to check on this again. If it recurs I shall be escalating this to Networks.  But this type of fault would have a further impact on broadband speeds and loss of stability.

I shall let you know if I do need to flag anything up. Perhaps you could keep me updated on how your connection is behaving?

Thanks Smiley Happy

 


Jen
Forum Team



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Re: Vivid200 speed issues

Hi krrcwl,

I have tested as promised and the network errors do not appear to have recurred so I'm happy to discontinue with that line of investigation for now. If  you do experience any problems, outside of that related to the other fault, F004864679, then please post an update so we can check on that for you.

All the best Smiley Happy


Jen
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krrcwl
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Re: Vivid200 speed issues

Thanks Jen,

Yes, some of those times do tally with when we've experienced particular problems, so good to know that issue has been resolved. I'll try to keep an eye on the other fault (F004864679) somehow - is there another thread on the forum about this that would be updated with progress on it?

So far this weekend, connection speeds seem to be much better - not at all near the maximum 200, but ~70-90 depending on which speed test you use. If there is another dip, I'll update this thread.

Thanks,

Karl

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