Issues with service and support

[Antr1810]

Hello, 

I recently switched over to NowTV with a guaranteed 37mbps. I pay for the 63mbps and have always got around 54/60mbps however recently a month after switching to nowtv again from talktalk, I tend to jump between providers this is my 2nd time on NOW I'm getting just 20mbp/s. Having been a network engineer with load balancing technology. I know this is not my internal network. However to try and stop the 1st line support from reading off their script and blaming my PC. I have swapped out my switch and upgraded to a new cat6 as I was due an upgrade anyway and finally figured I would reinstall windows as I use everything on the cloud and require no installing so it was quick. However, support is beyond useless and continues to blame my setup despite having zero ideas about what I'm talking about when I discuss the issue. One went as far as to blame me for changing the subnet to 192.168.1x as opposed to the 192.168.0.0 range however could not explain why this would be an issue. Line tests and ping times seem fine. Judging that the router is trash based on the spec that is clearly outdated I suspect it is this causing the issue. How do I proceed with anyone who is competent and not reading off a script before I tear my hair out?

[gavs82008]

@Antr1810 

All I can suggest is to call the team again and ask for full investigation of the line all the way back to the cabinet.

[Antr1810]

Problem is get past the support team to someone who understands anything

[Jayach]

The guarantee is on sync speed. What sync do you have?

[Antr1810]

Where abouts can I find that on this router interface?

[Jayach]

From: Broadband download and upload speeds explained (nowtv.com)

How do I measure my access line speed?

You can check your access line speed in just a few steps. Please make sure you're at home when you run this test.

1. Open a new browser window and type 192.168.0.1 into the address bar, then press Enter.
2. When prompted, enter the username admin and the password nowtv.
3. Once signed in, select Maintenance from the options at the top.
4. You'll find your access line speed in the Modem section, labelled as DownStream Connection Speed.
5.  

Obviously, if you have changed the base address of your router, use that instead of 192.168.0.1

[Antr1810]

Modem

help

Modem StatusConnected

Traffic Type:PTM

Line Rate - Upstream (Kbps):8552

Line Rate - Downstream (Kbps):24330

its higher here but then it is midnight as well not peak

[Jayach]

Your sync speed will not change, no matter the time of day. It is the speed you are connected (synced) to the cabinet at.

On a wired speedtest you should get no less than about 90% of that.

If you want some idea of what Openreach think your line capable of, look here: 

BT Broadband (btwholesale.com)

If you are guaranteed 37Mbs, but only getting 24Mbs, then something is wrong. Have you tried with the router in the test socket?

Now will be able to see your sync speed, so there should be no doubt that they need to do something. Are you contacting them via here: 

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

Edit: Have you tried the Now checker?

Your service status | Technical checks (nowtv.com)

[Antr1810]

It appears my line is actually cable of 52 and 50 impacted. I’m presuming this could be a profile issue ?

[Jayach]

The exact reason I wouldn't like to speculate.

However if the sync speed is the same in the test socket, it needs looking at. Now will need to pass the call to Openreach, if they can't sort it.

[Jayach]

In dealing with first line support, just remember they are only doing their job. They have a script and tick boxes. Just make sure you give the correct answers to enable then to tick their boxes. Once they get to the end of their script, they can pass you on.

[redchiz1]

@Antr1810 

Have you tried connecting at the test socket? Subject to that, if your speed remains below the guaranteed minimum then NOW have 30 days in which to fix it, otherwise you are free to leave for another provider without penalty. 

[Antr1810]

Yep and swapped out the filter ect

[redchiz1]

@Antr1810 

Various capable limits are immaterial, it is your guaranteed minimum that is at issue. If your line rate is below that then you need to point this out to NOW and remind them of their obligations. As I said earlier, if they cannot fix it within 30 days then you have a right to leave without penalty. Whether that would actually lead to a better speed with another provider is a different matter, it all depends on the quality of the Openreach wiring to your home. 

[Jayach]

---

@redchiz1 wrote:

Various capable limits are immaterial,

No they are not. they give you an expectation of your maximum. Guaranteed speed sets your minimum.

---

@redchiz1 wrote:

Whether that would actually lead to a better speed with another provider is a different matter, it all depends on the quality of the Openreach wiring to your home. 

---

And @Antr1810 already knows that 50Mbs is capable on their line, they have had it with previous ISP's. (including Now)

[redchiz1]

@Jayach 

No ISP will countenance an Openreach investigation for a speed issue where it is above the guaranteed minimum. And lines can and do deteriorate with time and increases in load. The important point remains: if below the guaranteed minimum, then the customer should insist on action. 

[Jayach]

---

@redchiz1 wrote:

The important point remains: if below the guaranteed minimum, then the customer should insist on action. 

---

Totally agree with that, however their are some (smaller) ISP's who would investigate an unexpected drop in performance of the line and pass it to Openreach if they felt it warranted.

Zen and possibly A&A come to mind.

Up to now @Antr1810 has got 50/60Mbs on multiple ISPs. If they were to now be getting 38Mbs, whilst above Now's quoted minimum, I think it would should require investigation.

But you are correct, Now would not be obliged to do so.