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Distinguished Sage
Distinguished Sage
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Message 51 of 89

Re: Massive loss of broadband upload speed.

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If it wasn't for the 'coterie of resident gurus', this forum wouldn't operate.

https://www.hubspot.com/sales/how-to-win-friends-and-influence-people-summary

Moderator
Moderator
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Message 52 of 89

Re: Massive loss of broadband upload speed.

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@MB7 I appreciate you are frustrated with your broadband connection and experience with customer services when trying to report the problem but please remember that all the members on the community with the exception of the Moderators and Product experts are customers like yourself who volunteer their own time to try and help others. They do a fantastic job and were only asking for information to help diagnose and understand the fault with your connection and offer advice on the best way to proceed.

I would also like to remind everyone that the ethos of the community is to make everyone feel comfortable so they can ask and answer questions, with this in mind please treat everyone with consideration.

I would like to remind everyone from here on in to keep the thread on topic and we'll do our best to get to the bottom of the issues with your upload speed.

Cheers

Neil 

Community ModeratorNeilO
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nrosten
Aspiring Contributor
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Message 53 of 89

Re: Massive loss of broadband upload speed.

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Hi All,

I had an update from 2nd line. The issue is now with an engineering team who are now telling me they will have an update / response by Thursday AM! it has also been passed to a call complaint team so they should be contacting me rather than me phoning daily and telling everyone the same story over and over. If any of you guys get a resolve or update let me know and ill update as soon as I hear more. 

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MB7
Aspiring Contributor
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Message 54 of 89

Re: Massive loss of broadband upload speed.

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nrosten - thanks for the update.

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Moderator
Moderator
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Message 55 of 89

Re: Massive loss of broadband upload speed.

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Hi @MB7

I called a few moments ago to help you with the problems you're having with your upload speed.  Would you be available shortly to run through this over the phone please?

Thanks

Robbie

Community ModeratorRobbieMac
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MB7
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Message 56 of 89

Re: Massive loss of broadband upload speed.

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Sure.

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Moderator
Moderator
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Message 57 of 89

Re: Massive loss of broadband upload speed.

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Hi guys,

Thanks for all the comments regarding the drop in upload speed a few of you have experienced recently.  We have reported the issue to our network team who are investigating the issue with Openreach.  A potential issue was identified and last night Openreach reset a card at the DSLAM.  Another slightly different reset is required and that is planned to take place tonight.  At this point we are not sure if this will fix the issue but rest assured we are working on this.

 As soon as we can share any further details I will post back here.

 Cheers,

Robbie

Community ModeratorRobbieMac
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MB7
Aspiring Contributor
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Message 58 of 89

Re: Massive loss of broadband upload speed.

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Thanks, Robbie.

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nrosten
Aspiring Contributor
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Message 59 of 89

Re: Massive loss of broadband upload speed.

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Thanks for the updates.

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Community Manager
Community Manager
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Message 60 of 89

Re: Massive loss of broadband upload speed.

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Hi Everyone,

I just wanted to drop you all a quick update as Robbie is out of the office today.

The card was reset as planned last night but this has not fixed the issue Smiley Sad  The investigation is ongoing and there is a plan now to replace the card.  Hopefully this will improve things but if it doesn't we will continue to work with our suppliers until this is fixed.

We will update the thread again as soon as we know more.

Thanks for your continued patience.

Cheers

Sean

Community ManagerSeanD
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