Menu
Reply
paulthompson54
  • 14
  • 0
  • 0
Joining in
274 Views
Message 1 of 24
Flag for a moderator

Ongoing poor service

Hi good good morning, been speaking  via Facebook with your agents CW & Alex to try resolve a long ongoing issue of slow internet speeds and continuous dropping out. Since Nov 19 my internet access has become intolerable, with me having to buy extra data on my phone to keep in contact. with work and friends. Having had all the Engineer checks done on both my external  &  internal installations, it would seem to be a wider issue. I've gone days with very limited internet and constantly having to reboot or pin reset.

Since Friday 20th Jan I have tried to log this fault, and been unable to get through on phone { all lines are busy}, and my emails to you requesting some action have gone answered. To make things worse you have written to me to advise my package costs are being increased in March 21, whilst still in an 18 month contract, and im just ending a period of compensation for poor service. I'm aghast that you can increase prices for a service that you are not contractually fulfilling currently. My 100mbps package delivers next to nothing and at best 20 mbps.

As you can see i'm very frustrated  and have been seeking an acceptable resolve, which  does not include an increase in price for a very poor service which is not value for money!

can you please respond, preferably by phone, using the contact [MOD EDIT: PERSONAL INFORMATION REMOVED]

I would be much obliged for a personal response.

Regards  Paul Thompson

 [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]

 

0 Kudos
Reply
Alex_RM
  • 4K
  • 229
  • 304
Forum Team
Forum Team
244 Views
Message 2 of 24
Flag for a moderator

Re: Ongoing poor service

Hi paulthompson54m

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear you've had some issues with your connection. 

 

I've been able to locate your account using your forum details and can see the hub is within the specification we would expect, and there are no area issues showing.

 

Are the slow speeds via a wired or wireless connection?

 

Alex_Rm

0 Kudos
Reply
paulthompson54
  • 14
  • 0
  • 0
Joining in
232 Views
Message 3 of 24
Flag for a moderator

Re: Ongoing poor service

Dropping out on both wired laptop and our mobiles and TV via wireless. So incoming issue to hub I think. 

0 Kudos
Reply
Alex_RM
  • 4K
  • 229
  • 304
Forum Team
Forum Team
230 Views
Message 4 of 24
Flag for a moderator

Re: Ongoing poor service

Thanks for confirming, 

 

Have you tried a pin hole reset recently?

 

There are currently no issues showing on the network.

 

Alex_Rm

0 Kudos
Reply
paulthompson54
  • 14
  • 0
  • 0
Joining in
222 Views
Message 5 of 24
Flag for a moderator

Re: Ongoing poor service

Last pin hole done yesterday after conversation with CW and rebooting upto twice a day recently.

0 Kudos
Reply
Alex_RM
  • 4K
  • 229
  • 304
Forum Team
Forum Team
202 Views
Message 6 of 24
Flag for a moderator

Re: Ongoing poor service

Looking at the hub it's showing it's been around 7 days since the last reboot.

 

If you can please perform another pin hole reset for me now, then I'll run through diagnostics again 🙂

 

Alex_Rm

 

0 Kudos
Reply
paulthompson54
  • 14
  • 0
  • 0
Joining in
194 Views
Message 7 of 24
Flag for a moderator

Re: Ongoing poor service

Just done pin hole reboot. Hub back up and running.

0 Kudos
Reply
Alex_RM
  • 4K
  • 229
  • 304
Forum Team
Forum Team
188 Views
Message 8 of 24
Flag for a moderator

Re: Ongoing poor service

Thanks, 

 

If you can please monitor the connection to see if this improves.

 

If you could also set up a BQM and let that run for at least 24 hours. 

 

So we're able to see the connection issues from your side 🙂

 

Alex_Rm

 

 

 

0 Kudos
Reply
paulthompson54
  • 14
  • 0
  • 0
Joining in
183 Views
Message 9 of 24
Flag for a moderator

Re: Ongoing poor service

Ok will do. I assume you download from the link. Does main computer need to be powered up or does it just remote monitor the hub only?

0 Kudos
Reply
Alex_RM
  • 4K
  • 229
  • 304
Forum Team
Forum Team
174 Views
Message 10 of 24
Flag for a moderator

Re: Ongoing poor service

Yes, 

 

It will monitor the hub so having the computer off is not an issue. 

 

Alex_Rm

0 Kudos
Reply