Forum Discussion

George_w's avatar
George_w
On our wavelength
4 days ago

Random high latency/pkt loss/slow speeds

Could you please check the account related to the IP address of this post, and not the email registered to this account, thank you.

Issues started on the 6th August 8am, Internet, TV and Phone went off. Service status page said there was an issue and was in the process of being fixed.

Came back on about 12pm that day, but then went off again at 10pm and wasn’t back on until 1pm 7th August. Again service status said there was an issue and being fixed.

Since this, there has been a few spikes / disconnections from open connections. It really started to peak around the 16th August where since then we’ve seen high latency, packet loss, slow internet speeds. Seems we’ve been limited to 9Mpbs down and 10Mbps up. The other day the service status said Intermittent signal in your area but now says everything is ok.

Is there an issue in the area? The Phone line has never come back on either since the 6th August.

The 2 complete drops was me turning off the modem to troubleshoot.

Thanks in advance.

2 Replies

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    4 days ago

    First place to check is the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    What is that reporting ?

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    8 hours ago

    Hi George_w 👋.

    Thanks for reaching back out to us, sorry to hear of the issues that you are facing with your service. We can assist you with any issues that you are facing with the hub in router mode and will need to be in router mode for some time. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

     

    Thanks.

     

    Sabrina