SLT check

[TEREU5]

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

[MandyF]

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

[TEREU5]

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 ....  

[pippincp]

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

[TEREU5]

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?!

[pippincp]

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!

[TEREU5]

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...

[pippincp]

And they said....

[DavidM]

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

[TEREU5]

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.