20-07-2021 12:55 - edited 20-07-2021 13:17
Hi,
Area:20
I'm on 500MB Broadband a relatively new customer and have had issues with the internet being slow and it's a particular hindrance whilst working from home via Citrix - frequent disconnects, input lag, and freezes. I'm currently tethered to my phone for remote working as a work around and the experience is responsive and without issue.
I've run tests reset the router several times (including factory reset) spoke to a live agent who asked me to reset again and wait a few hours to wait and see what happens. To confirm this is over a wired connection but is an identical experience over wifi too.
My upload is less than 1mb as you'll see here: https://ibb.co/sPc56Tp
I've attached my broadband upstream settings here:
https://ibb.co/bWLn8jr
https://ibb.co/12SJcyQ
https://ibb.co/CJqxv1p
Just an FYI i've tried to create a broadband monitor on thinkbroadband but it's managed to lock my account for a period. Any help would be greatly appreciated.
on 20-07-2021 14:18
20-07-2021 14:32 - edited 20-07-2021 14:46
Thanks - I went to mark your response as helpful not close the post!!!
No issues in my area unfortunately!
on 20-07-2021 14:35
on 20-07-2021 14:57
Hi lpraoline,
Welcome to the Community Forums! Thanks for your first post.
I am sorry to hear you've been struggling with your broadband connection recently. @lotharmat is right - your signal levels are a little bit messy! I've been able to locate your account and can clarify that there is currently an ongoing SNR fault in your area, however the good news is that it's estimated to be resolved later on tonight (at around 11pm).
Do let us know how things are tomorrow and if there's anything else you need. Apologies again for the inconvenience caused in the meantime.
Kind regards
Beth
on 20-07-2021 16:08
Thank you Bethany.
I will revert back tomorrow thanks for the update, doesn't look like it was posted when I checked earlier!
on 20-07-2021 16:53
No problem at all 🙂
Not all outages will be registered via the service status page, as this would usually depend on how many customers are affected and the type of fault at play. If you would ever like to request an update, please feel free to post below and we'll be happy to check for you.
Beth
on 21-07-2021 08:47
Hi Beth,
I received an email and text yesterday to confirm the outage had been resolved.
The internet remained relatively slow early evening, but sped up late in the evening - I checked and I was getting good upload and the router was at 64 QAM, this morning it's back at 16 QAM and having similar issues with low upload speeds again.
Kind Regards,
Lee
on 21-07-2021 10:22
Hi lpraoline
So I can take a look into this
I Will need to access your account and send you a private message to pass security
If you can check the purple envelope top right of your screen that would be great
Regards
Gareth_L