Over the last few days we have noticed a dramatic decrease in quality of service. Where before we were able to stream perfectly upstairs, we are no longer able to. My wife and I both work from home (I am a key worker) and especially the last 2 days the internet keeps booting us off which is frustrating since we have to keep logging back into our works VPN.
After doing speed tests we find that we are only getting around 5-10Mbps. Which just isn't enough when we our kids are also doing online Zoom lessons etc, when we try to work.
I have tried to call customer services and gave up after waiting for an hour on 2 different occasions.
What can we do to get this resolved? I have a "200mb" connection which we arent getting anywhere near. I used to get over 200Mbps on my laptop on my wifi but can no longer get close to that. The wifi will just drop, and then after a few seconds reappear in the list, or we get cannot reach this page, even though the wifi is connected and we have to keep disconnected and reconnecting again.
I would appreciate if someone can provide some light on this, as I am unable to log a fault via Customer services
Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).
Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?
So managed to get through to someone and it looks like something really weird has occurred. I had another SSID appear which just said 1. I thought my neighbours had set up a new connection, but was told it was on my router.
CS has removed this, and made a few changes. I am now able to get 220Mbps on a wired connection, but 77Mbps wifi. Still not as great but I did say I would monitor it over the next 2/3 days and see what its like whilst we work. I have attached some data from the monitor.
Thanks Emma, I can do so, but it wont be until after work tonight. That being said, the CS agent was helpful enough and noticed something weird on my hub and he did make some changes to which things have been better. Although not great, i.e. I cabled up yesterday and only managed 40-50Mbps, even now only acheived 56Mbps, but I do take this to being busy especially since we have quite a few devices online at the moment, due to work,college and university courses during the day.