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webtech
Mentor

Broadband problems last few days

Hi

I am having issues with my broadband since at least Wednesday (so last 2 days).

Things have been fine up until now.

I am getting a good 61 mbps Down on my wired connection, but I am getting some high pings and some packet loss (around 5% dropped packets).

I've done a couple of router reboots and still not much better.

The symptoms this week are bad lagging when gaming, and poor video calls on Teams.

Anything I can try please?

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gavs82008
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Re: Broadband problems last few days

@webtech 

Is it dropping out with Wi-Fi or Ethernet or both?

 


FYI that I do not work for NOW, I am simply a NOW customer trying to help I am a Community Contributor This means that I know a lot about the service and like you I am still a customer. For any account issues you’ll need to contact staff via customer support.
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webtech
Mentor

Re: Broadband problems last few days

@gavs82008 

Both WiFi and Ethernet

 

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gavs82008
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Legend 5

Re: Broadband problems last few days

@webtech 

You could try splitting the Wi-Fi signals.

 

https://help.nowtv.com/article/improve-broadband-speed

Your Hub Two is dual-band (2.4GHz and 5 GHz). Splitting these bands to create 2 different Wi-Fi networks can help to improve the speed to your devices. Here’s how to do it:

  1. Connect your Hub Two to your laptop or computer using an Ethernet cable.
  2. Open your web browser and enter "192.168.0.1” in the address bar.
  3. Select Maintenance and enter “admin” and “nowtv” as the username and password.
  4. Select Wireless and then 2.4 GHz Wireless Settings
  5. Scroll down to “Wireless Access Point” and uncheck Synchronise 2.4GHz and 5GHz Settings.
  6. In the ‘Name (SSID)’ box, Change the network name to distinguish it from the current network (e.g. add “_2.4G” to the current name). Select Apply.
  7. Check the network name has been updated, and then select 5GHz Wireless Settings.
  8. To be able to see easily which network is which on your devices, change the ‘Name (SSID)’ here too (e.g. add “_5G” to the current name). Select Apply.
  9. That’s it. Select Logout at the top of the screen to exit.

Granted this might sort out your Wi-Fi as for Ethernet you might need to give the team a call.

Just need to explain you’ve tried the usual reset etc.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

How to submit your complaint:

 
  • Give us a call on 08007591213 to speak directly to a NOW advisor.

Hope you get it sorted mate!

 


FYI that I do not work for NOW, I am simply a NOW customer trying to help I am a Community Contributor This means that I know a lot about the service and like you I am still a customer. For any account issues you’ll need to contact staff via customer support.
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webtech
Mentor

Re: Broadband problems last few days

Thanks but I am using a far superior router as the NowTV Hub Two WiFi signal is very poor.

 

Also, I am definitely seeing packet loss and latency on a wired connection that was previously without issue.

 

Pretty sure there's something wrong with the signal coming into the house.

 

Last time I had this it was a rubbish copper connection from the telegraph pole.

 

Suspect I may need to raise a support ticket?

gavs82008
Legend 5
Legend 5

Re: Broadband problems last few days

@webtech 

Ah ok man, sounds like you’ve done everything you could try. Yeah I would bite the bullet and give the team a call, the number should be in the last post from me. 

Good luck!


FYI that I do not work for NOW, I am simply a NOW customer trying to help I am a Community Contributor This means that I know a lot about the service and like you I am still a customer. For any account issues you’ll need to contact staff via customer support.
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