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Lisha's avatar
Lisha
On our wavelength
11 months ago

Intermittent connection and not getting advertised speeds since contract renewal - N21.

Hiya,

My mum recently renewed her contract with you guys, and we made some changes to our package (now on V350 from  M350, and a few other changes to our TV and phone). Ever since then, the internet (specifically the ethernet connection) will cut out for approx 5 - 10s multiple times per day; sometimes it'll just swap to the WiFi, other times the whole connection will drop. I've already tried to pinhole reset the Hub multiple times and I get varying levels of success regarding my connection's stability.

I've tried to use the status checker. This is difficult and I'm typically met with: "Sorry, we can’t check your broadband service right now", or it briefly says there's an issue before this changes to suggest everything's fine.  I tested just now and it's saying "Looks like there’s an issue affecting the broadband service in your home" but when I click to find out more, the page doesn't display anything. 

However, the contentious point here is that in addition to the spotty connection, our speeds have gotten notably worse. Prior to this, we'd get around or even slightly above the 350Mbps, now it's at around 90 or so which isn't great. Does anyone know why this might be happening, and do I need to book an engineer to have a look?

 

edit: it did at one point acknowledge our package had changed, and there was a generic message asking for patience so I'm inferring it's related to this, but there's no ETA as to when this problem will be sorted. 

5 Replies

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  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    11 months ago

    Hi Lisha, thank you for your post.

    We're sorry to hear about the problem you and your mother have been having 😔

    I've taken a look on our side, but I cannot see anything that would explain this. 

    How have things been since you posted? Advice on how to fix internet problems can be found here.

    Please pop back to us at your earliest convenience.

    Regards,

    Daniel

    • Lisha's avatar
      Lisha
      On our wavelength
      11 months ago

      Hi Daniel,

      The problem is still occurring. I have no dea why the service has suddenly just gotten worse pretty much right after we renewed our contract. I've had to use wifi to have anything stable, but the drop in speed means that if I want to download something like a game, it's unbearably slow. Is it possible for us to have a technician visit? When I try to test, I'm still being given the "your package has changed" message, which IMO isn't acceptable as it's been what, 2 weeks since this has changed now. 

  • Lisha's avatar
    Lisha
    On our wavelength
    11 months ago

    So, the speed discrepancy has been fixed by changing the port I had my cable plugged into on the hub. Now everything's fine (checked speeds on SamKnows and they're consistent with the router and device). I spoke to Radha via the Chat and they were incredibly helpful as we troubleshooted the issue together. Hoping that there won't be any more drop-outs of the connection as he did some tinkering on his end, but if there are I'll just try and check in again. So far, the connection has been more stable, so I'm hoping the issue's been resolved.

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      10 months ago

      Thank you for the update Lisha 

      We are glad to hear the issue has since been resolved. Please continue to monitor the service and let us know if you need any further help.

      Thanks,

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      10 months ago

      Out of curiosity, what Hub are you using, and which port are you now using?  Also if a port has failed, you should be requesting a replacement Hub?