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Message 11 of 16
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Re: Speeds get really bad until I reset my modem

Sorry to hear that your broadband speeds has gone down again Teejk.

 

When the engineer went to your property, what did they say?

 

Warm Regards,

 

Lisa_CC

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Message 12 of 16
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Re: Speeds get really bad until I reset my modem

Just that he replaced all the fittings and it should be fixed

He said the likely cause was the supplied cable from the VM Superhub degrading.

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Message 13 of 16
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Re: Speeds get really bad until I reset my modem

Thanks Teejk,

 

Thanks for your patience with us. Is it possible that you monitor your speeds for the next few days and come back to us so we have more information to help us with the diagnostics?

 

Thanks,

 

Lisa_CC

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Message 14 of 16
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Re: Speeds get really bad until I reset my modem

Ok, current speed test and downstream and from modem. Speeds go immediately back up to 100 when I reset the modem, but go back down within 12 hours. Only works with a power off reset, a soft reset via the browser portal does not bring speeds back up

 

C65B7923-675C-469F-80AF-45F81F8857B1.png

 

1A30A4E6-B92C-45E4-9283-DACCEF608011.png

 

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Message 15 of 16
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Re: Speeds get really bad until I reset my modem

Hi teejk,

 

Thank you for monitoring and providing further information. I've had a look at the backend of your services and can also see low downstream SNR on a couple of channels.

 

I'd really like to get to the bottom of this for you, so I'm going to send you a private message to discuss this further and work towards a resolution. Please head to the purple envelope in the top right corner to respond.

 

Thanks,

Rachael

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Message 16 of 16
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Re: Speeds get really bad until I reset my modem

Just for anyone following this thread, we have gone ahead and arranged a tech visit to resolve these downstream SNR issues. We'll check in again following this appointment to ensure that everything has been fully resolved.

 

Thanks,

Rachael