This topic

SLT check

TEREU5 — Tue, 03 May 2022 22:35:01 GMT

Hello. Is it possible to check SLT for my connection? I had a Fibre+ and went to ultra FTTP150/30 a month ago and in the first week speeds were ok-ish going up/down but ≥70Mb/s... Now( last few weeks ) they are getting ridiculously slow 2-3Mb/s. Changed modem to check. Changed cable, ONS was reset few times sane as aforementioned modem and nothing. Games have ping in thousands... streaming services have artifacts fir low bandy etc...any ideas how to get this fixed

Re: SLT check

MandyF — Wed, 04 May 2022 12:44:46 GMT

Hi @TEREU5,

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks

MandyF

SLT check cont.

TEREU5 — Sat, 07 May 2022 21:01:38 GMT

Saga continues with the very slow internet speeds.

Connection 150/30 with guarantee 100 but getting <5Mb/s Raised the fault/complain and after few days- got response and remote diagnostic. After reboots, swapping cables, disconnecting etc all worked for 10-20 minutes and we are now back to frustrating <5Mb/s speeds. Sometimes in the morning its ok-ish (60Mb/S+) but than it drops very low and is unusable. My meetings feed drops over the teams when that happens, I cant play games online, watch movies etc with those speeds... (upload always, always 29-30Mb/s!) Not really happy for what I am paying. I might end up leaving BT but if that is not resolved what would be the guarantee that elsewhere will work if that's the same infrastructure that competitors are using anyway ....

Re: SLT check cont.

pippincp — Sat, 07 May 2022 21:17:08 GMT

Have you responded to @MandyF 's pm and given her the necessary details so that she can look into it for you?

Re: SLT check cont.

TEREU5 — Sat, 07 May 2022 21:44:39 GMT

Thank you for moving this and your message.

Yes I did, And thought the call I got back was based on that (or might be from fault raised and confirmed) as heard nothing back...

In addition as a new customer of Ultrafibre would I be eligible for free boost to 500?!

Re: SLT check cont.

pippincp — Sat, 07 May 2022 21:46:52 GMT

I didn't move it one of the CL's did so that it was contained in one thread. I don't know how long the reply time is for the Mods ATM as it changes depending on how many issues they have and are a small team.

If they haven't replied by tomorrow evening post back and I'll flag it to them for you, one will then drop in and let you know where you are in the queue and when to expect a reply. They will then be your point of contact and keep you updated until resolved unlike normal customer support.

When the Mods say they will ring you back on a certain day you can believe that they will!

Re: SLT check cont.

TEREU5 — Sat, 07 May 2022 21:53:02 GMT

Oh OK , thank you 🙂

That must be the call I have got from the complain/fault raised as no one said that I should be expecting the call it just out of the blue they called me...

Re: SLT check cont.

pippincp — Sat, 07 May 2022 22:10:45 GMT

And they said....

Re: SLT check cont.

DavidM — Sun, 08 May 2022 07:18:21 GMT

Hi @TEREU5 and thanks for posting.

I'm sorry you're still having problems. I can see your details in our queue. We deal with issues in turn and will get to you soon.

Cheers

David

Re: SLT check cont.

TEREU5 — Sun, 08 May 2022 08:49:05 GMT

Well like mentioned...all is fine by looking at their details...please disconnect port 1,2,3 stuff as it may cause problem...tested...oh yes i can see a problem (was below 5) testes few more times and was obvious that's not ok...then few reboots later it eventually it came back up to 110-125 when that happened ( after 2 tests showed speed is ok) immediately they said that they are going to close the case. Later that day speed went pants again...Speeds are better in the morning ( now 55-70) but still far from promised. Funny enough neighbor ordered (4 weeks after I was connected) the 900mb and consistently he is getting 130-140 max and currently he has a network specialist visit arranged after 4 others could not find why this is happening...so I wonder if that's somehow related as we both had fibre + over the phone line before and we could not get more than 37Mb despite paying for full 60Mb due to line problem ( i know ultra has its own line and not related physically but dome old config part might remain or even worse throttling comes of BT)
Could some one clarify also my question about free upgrade to 500 for a month?
It should help to determine as well if I actually can get more than 130-140 that neighbor has before I would think in the future to get the upgrade.

Re: SLT check cont.

TEREU5 — Mon, 09 May 2022 17:14:54 GMT

Thanks!
Could you share some light with the free boost to 500 question?

Re: SLT check cont.

pippincp — Mon, 09 May 2022 17:31:06 GMT

They will discuss that with you when they get in touch if you wish. Be aware this is not like the normal CS desk, they will not close anything until you tell them it's resolved. They will also keep you updated every step of the way.

As stated they deal with issues in the order recieved, you know you are in the queue. I can't imagine you being that far from the top now.

As I said earlier they are a small dedicated team ( I know as I've met some of them), be patient and wait for them to contact you. You won't regret it.

Re: SLT check cont.

TEREU5 — Mon, 09 May 2022 17:53:01 GMT

Thanks ! Will do.

Cant wait to get some help as speeds crippled again 😞

Re: SLT check cont.

TEREU5 — Tue, 10 May 2022 08:28:07 GMT

New modem came. Software updated itself and connected fine. Will monitor the speeds. Even tho the new hub is the same the GUI is different 🙂 (looks like older HH4 and HH5)

Re: SLT check cont.

TEREU5 — Tue, 10 May 2022 19:12:24 GMT

Evening came and speeds are pants again 😞 Upload no problem download well <2Mb/s and jumps sometime to 20Mb/s for split second but usually very low numbers (ping in games which was 20-30ms now 1500)

Re: SLT check cont.

Checked2013 — Tue, 10 May 2022 19:44:41 GMT

Have you tried doing speed tests with a wired connection rather than using WiFi? This would eliminate a broadband connection issue or just a WiFi interference issue.

Re: SLT check cont.

TEREU5 — Tue, 10 May 2022 21:02:57 GMT

I cant do wired atm (work laptop connects through another server which slows everything down even more)I can do wired from mesh and wired through powerline BT mini adaptors which running at 1GBps

...but speeds dropped now even lower after all restarts (and why upload is never an issue?) I know that wireless could fluctuate but 2Mb/s is unimpressive for any Wifi standards....and I know the mesh network is capable of 100

Re: SLT check cont.

Checked2013 — Tue, 10 May 2022 21:26:19 GMT

Until you do a wired speedtest directly to the smarthub, without using either the mesh WiFi or powerline adapters then really all your speed tests so far aren't very helpful.

Re: SLT check cont.

TEREU5 — Tue, 10 May 2022 22:20:48 GMT

Last few (4) with laptop connected directly

Re: SLT check cont.

Checked2013 — Tue, 10 May 2022 23:18:39 GMT

That's odd, they are still shown on your screenshot as being done via WiFi.