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.