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Bri4life
Advocate

Slow Broadband Speeds

Hi All

I recently joined now broadband and I have been getting mixed speeds but the max speed is lower than the speed I have been guaranteed. How long do the start up test take, is it a few days or longer to see what speed I can get?

Also when I click on test line I cant access that option as it say I am waiting for Broadband equipment or an engineer has been called, I have the router and as far as I know no engineer has been contact well not by me anyway.

thanks for any advice  

1 Solution
gavs82008
Legend 5
Legend 5

@Bri4life 

It normally takes 10 days for the testing of the line to be completed. Whatever you do don’t unplug or reboot your router.

https://help.nowtv.com/article/why-does-my-broadband-speed-vary-in-the-first-ten-days

Are you getting these speeds over Wi-Fi or Ethernet? If it’s the former you can split the bands which should help with the speed.

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

FYI that I do not work for NOW, just a NOW customer trying to help

View solution in original post

14 Replies
redchiz1
Elite 2

Are these the sync speeds as shown on the router, or throughput from speedtests? If the latter, are these wired, wireless, or both?

gavs82008
Legend 5
Legend 5

@Bri4life 

It normally takes 10 days for the testing of the line to be completed. Whatever you do don’t unplug or reboot your router.

https://help.nowtv.com/article/why-does-my-broadband-speed-vary-in-the-first-ten-days

Are you getting these speeds over Wi-Fi or Ethernet? If it’s the former you can split the bands which should help with the speed.

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

FYI that I do not work for NOW, just a NOW customer trying to help
chilli2
Expert 2

What internet service were you with previously at the property?

what package were you on with the old provider?

what speeds were you getting with that provider ( roughly)

What package have you signed up to with now?

what speeds were you offered?

what are you currently getting?

 

- speeds being those shown at https://fast.com/  and https://www.speedtest.net/

not to be confused with router stats such as sync rate/max rate

preferably over a wired ( not wireless) connection as the now router isnt that great

and as a side note, how do they compare the speeds listed here: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

 

Jayach
Expert 3

Speeds are what the router says they are (known as sync speed). Speeds over even Ethernet will be about 10% lower. Over Wi-Fi probably even lower.

https://help.nowtv.com/article/broadband-speeds-explained

 

Bri4life
Advocate

hi thanks for the replies

Since I posted the Openreach engineer has been out, he has checked the line and there is no problem coming into the house, the only thing it could be is the router. the engineer did say that the router has known issues... So I have tried to do a check on the line but a technical check does let me get info when I run a test.

The speed is still under the guarantee speed they claimed I can get 50.7 mbps but I can get a much higher estimated speed of 55.3-73.8 Mbps. I was with Sky before switching and the speeds I got were much faster. 

should I ring now up and ask for another router to be send out?

I'm temped to buy my own as we need the speed for online gaming

Jayach
Expert 3

I would still be doubtful that the router is the cause. (despite what the OR engineer says)

Do you still have the Sky router, if so you could try that.

Are those suggested speeds you mention from the BT checker?

What is your actual sync speed?

If you do get your own router, most of those from Asus and TP-Link have Sky_MER as an option, so are really easy to use on Now

Bri4life
Advocate

The suggested speeds are from Now, I used to get 60/65 mbps when I was with sky. 

 

Jayach
Expert 3

You still haven't said what your sync speed is.

Perhaps the best bet would be for you to contact Now, and see what they say.

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

 

 

 

Bri4life
Advocate

How do I find the sync speed?

Jayach
Expert 3

It tells you in the link I posted earlier:

 Broadband download and upload speeds explained (nowtv.com)

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.
Bri4life
Advocate

Upstream 19518

Downstream 53307

Jayach
Expert 3

So your download sync 53Mbs is above your guaranteed speed 50Mbs, so Now are unlikely to want to do too much about it.

However, the guaranteed speeds are always set deliberately low, so I would expect you to be able to get somewhat higher.

What did the BT checker say your line should be capable of?

Did you just replace the Sky router with the Now one, no extension leads? Do you still have the Sky router?

Bri4life
Advocate

Range A is high 80 low 60

Range B is high 79.8 low 55.2

Yes just replaced the router don't have sky router.

 

Jayach
Expert 3

I must say. I would have expected your sync to be higher, based on those figures and your previous Sky speeds.

The only thing you can do is to contact Now and see if they can do anything, although as you are (just) above your minimum guaranteed speed I wouldn't hold out too much hope. 

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