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m0bov
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Awful broadband speeds and drop outs 03

In SM5 3 area of Carshalton, Surrey. Almost a whole week now, limited streaming, youtube and unable to use Wifi for voicecalls or What's app.

 

Service status shows an issue, should have been fixed today, now showing 19th, can't put up with this. Any ideas what's going on?

Full House with 200Mb. 2x V6s hard wired, SH3 in Modem Mode with Ubiquiti Router. Ubiquiti Wifi Points, IP CCTV and Sonoff Smart switches& Philips Hue, Synology NAS. Whole house wired with CAT5e.
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jpeg1
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Re: Awful broadband speeds and drop outs 03

If you are not already getting the most local fault information, you can do so on 0800 561 0061.

A staff member on here may be able to give you a fault reference number and an estimated clearance date, but other than that you will most likely just have to wait until it's been fixed.  This is why it's always good to have a mobile broadband standby.

John_GS
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Re: Awful broadband speeds and drop outs 03

Hi @m0bov

Thanks for posting. Sorry to hear of the broadband issues. 

I've done a system check today and you're affected by an SNR (signal to noise ratio) issue. 

The fault reference is F009514664 and the estimated fix date is the 20th December at 9am. Please monitor the connection after this time and let us know if any further issues.

Best,

John_GS
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m0bov
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Re: Awful broadband speeds and drop outs 03

That would be three weeks, I hope I'm getting compensation. The fix date keeps being pushed back.

Full House with 200Mb. 2x V6s hard wired, SH3 in Modem Mode with Ubiquiti Router. Ubiquiti Wifi Points, IP CCTV and Sonoff Smart switches& Philips Hue, Synology NAS. Whole house wired with CAT5e.
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John_GS
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Re: Awful broadband speeds and drop outs 03

Hi @m0bov

Apologies again for that. SNR doesn't come under the automatic compensation policy I'm afraid.

Best,

John_GS
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m0bov
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Re: Awful broadband speeds and drop outs 03

Surely no internet and streaming does?

Full House with 200Mb. 2x V6s hard wired, SH3 in Modem Mode with Ubiquiti Router. Ubiquiti Wifi Points, IP CCTV and Sonoff Smart switches& Philips Hue, Synology NAS. Whole house wired with CAT5e.
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Jonny-M
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Re: Awful broadband speeds and drop outs 03

If the connection is unusable then it's a contract breach anyway so you can leave without penalty, assuming alternative providers are available.

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Ayisha_B
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Re: Awful broadband speeds and drop outs 03

Hi @m0bov,

 

You can read about our Auto Compensation Scheme and what this covers here

 

Kind Regards, 

Ayisha_B
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