Thank you for reaching out to us here on on the Community.
I am very sorry to hear you are experiencing issues with your service.
Having looked at the information you have provided and also checking the account, I believe we will need to run some further checks and potentially arrange a technician visit.
To do this, I will just need to send you a private message to grab a few more details. I will pop this over now and you can access the message via the purple envelope on the top right of this page.
Have responded to PM - can you check and confirm technician visit please.
We've booked your requested technician. Please can you view your online account to check? You can do so here.
Thanks for booking the engineer Lee.
Had engineer visit today - all signal levels are correct now but BB performing worse / same as before.
But speeds still slow - engineer saw the speed and agreed it was slow but all the local cable stuff was fine, so could do no more...
What's the next things that can be done to fix the issue ? - the current speeds are below the min guarantee
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
Time Priority Description
Thank you for getting back to us, and apologies for the delayed response. I'm very sorry to hear that after the engineer visit you still seem to be having some trouble.
Is this problem ongoing for you today? If so, can you confirm what problems you're experiencing when using the connection and service?
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