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Aspiring Expert
764 Views
Message 41 of 79

Re: Have been Downgraded from Infinity 2 to Infinity 1 overnight

PING  523 ms that's a big number mine is 32 ms I believe Ping is something to speed of data.

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Contributor
760 Views
Message 42 of 79

Re: Have been Downgraded from Infinity 2 to Infinity 1 overnight

Line is quiet No noise . Never had congestion problems before. the problem is the router should be connecting at 77 their is something somewhere is stopping it and also slowing the upload speed to virtually nothing.

Begining of November something happened Router would be showing 79999down and 19999up I did a speedtest and kept getting 55/10 thinking it would resolve itself. Bt thought if they reapplied the speed boost it would solve the problem since then the problem has only got worse I think the fault is in the cabinet.

 

Ping is usually around 11-12

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Distinguished Sage
Distinguished Sage
748 Views
Message 43 of 79

Re: Have been Downgraded from Infinity 2 to Infinity 1 overnight

You need to get back in touch with mod @JohnC2 who was helping sort out your connection



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Contributor
743 Views
Message 44 of 79

Re: Have been Downgraded from Infinity 2 to Infinity 1 overnight

Neil is helping out with the fault I think its Neil anyway? dont know how it will get resolved though.

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Moderator
Moderator
733 Views
Message 45 of 79

Re: Have been Downgraded from Infinity 2 to Infinity 1 overnight

Hi @Ryan98 Yes Neil is working on getting this fixed for you. He will be back on the office tomorrow and be in touch to update you then.

 

Cheers

John

 

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Contributor
723 Views
Message 46 of 79

Re: Have been Downgraded from Infinity 2 to Infinity 1 overnight

Thanks for that information. Hopefully Neil will have good news tomorrow.

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Moderator
Moderator
692 Views
Message 47 of 79

Re: Have been Downgraded from Infinity 2 to Infinity 1 overnight

Hi @Ryan98 I called earlier to check if you had received a message from the engineer to confirm if your profile has been reset today. 

 

If you have no message please can you check your connection and let me know if this has now been fixed. 

 

Cheers

John

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Contributor
684 Views
Message 48 of 79

Re: Have been Downgraded from Infinity 2 to Infinity 1 overnight

I have Just checked the Router stats and nothing has changed Neil was going to ring back friday to confirm a Engineer visit however he didn't ring back so we wasn't expecting an Engineer visit today. No Engineer has turned up.router stats 18th december 2017.png

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Moderator
Moderator
640 Views
Message 49 of 79

Re: Have been Downgraded from Infinity 2 to Infinity 1 overnight

Hi @Ryan98 Thanks for posting back. The engineer should not have needed access as Neil had asked him to correct the profile and I'm sorry they didn't do this. I have raised this with a specialist team and they are helping to get this corrected remotely for you. I will post back as soon as I have an update from them.

 

cheers

John

 

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Contributor
624 Views
Message 50 of 79

Re: Have been Downgraded from Infinity 2 to Infinity 1 overnight

Thanks for that, still no improvement in throught speed  not getting above  52/10  when performing speedtests.

all test results below were done with ethenet cable directly to router

router stats 19th december 2017.pngspeedtest 2 19th december 2017.pngspeedtest 19th december 2017.jpg

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