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Poor Performance

 

Hi,

Could you tell me how these days I can get a call logged for very poor broadband speeds ?

The modem counters look  okay, I am using UTP (Not Wireless) directly into the modem but I only achieve 25% of my 200Mb contracted at any time of the day. This is been poor for months but now is a problem on VC calls.

TIVO is okay and Service Status are all okay.  I believe the issue to be outside of my property so I would like to know how to raise a call and have it checked by a technician.

The website just takes you round and round and round and round ....

 

 

 

 

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Alessandro Volta
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Message 2 of 17
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Re: Poor Performance

Post the network, upstream and downstream logs from the hubs admin page 


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Message 3 of 17
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Re: Poor Performance

 

Downstream 1.JPGDownstream 2.JPGUpstream1.jpg

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Message 4 of 17
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Re: Poor Performance

Virgin - anyone ? How do I log a call !!!!!!!
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Message 5 of 17
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Re: Poor Performance

Your levels are fine bar the odd Post RS error.

When was the hub last rebooted?


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Message 6 of 17
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Re: Poor Performance

Hi Gary,

 

Thanks for the reply

 

The hub was rebooted last week - I do think the problem is  UPSTREAM because when the kids are on PS4 its very laggy and when I am on video calls my speech is breaking up but I can hear other participants okay.

So the question is still - how to log a call with a technician ???

 

Paul

 

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Message 7 of 17
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Re: Poor Performance

Hi Nosecone,

 

Thanks for reaching out to us in our community and welcome, I am sorry you are having issues with your connection, I can see you spoke to our faults team recently.

 

I can advise there is currently a utilization issue in your area, this is logged under ticket number F007906519  the current fix date is 17/06/20 @ 09:00 please be aware this is estimated only and may change.

 

Utilization will effect your services and can cause the issues you are facing, I can also advise you stil haven't rebooted the router, this has not been done for 28 days.

 

Although there is a known issue please unplug the router from the power leave 2 minutes then plug back in, this may help improve things.

 

Regards

 

Paul.

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Message 8 of 17
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Re: Poor Performance

Hi Nosecone,

 

Thank you for the update, please unplug the router totally as this hasn't been rebooted, the issue your kids are experiencing is going to be due to the current utilization issue, once this has been resolved you will all notice the difference.

 

While the issue is present we are unable to book a technician.

 

Regards

 

Paul.

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Re: Poor Performance

Hi Paul

Thanks for the reply, will wait until the 18th then.

Regards

 

Paul

 

 

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Message 10 of 17
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Re: Poor Performance

Hi Paul, 

 

You are very welcome, please let us know how you get on.

 

Regards

 

Paul.

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