Slower connection speed than NOWTV shows

[LDKEMP335]

I am having problems with my connection speed.  I do a line check on NowTV and it says I should have 80mpb.  I have done speed tests using a wired connection and with the WiFi disabled. The speed I get is still less then 40mbp sometimes down to 24mpb, that is less than half of what I should get.

What do I need to do to get NowTV to correct this.

[chilli2]

80 sounds a bit too fast for FTTC/VDSL what speeds are you getting ?

How long have you been a customer of now?

If you recently Moved what ISP were you with before ISP  and package, and what speeds were you getting?

[chilli2]

And another question, where are you getting this 80 figure from? Sounds like it could be somewhere on the router, max rate?

This is only achievable if everything is perfect, it won't be.

[Jayach]

80Mbs sync is perfectly possible on FTTC. You just need to be within about 200 yards of the cabinet.

I was getting 80Mbs with an SNR of 4.9. I've been swapping routers a bit and upset DLM so I've now got 78.83Mbs with an SNR of 5.3. I'm about 260 yards from my cabinet.

Download speeds will be reduced by 5-10% due to overheads.

[LDKEMP335]

I'm less than 100m from the cabinet and from the main exchange for the town where I live.

[Jayach]

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@LDKEMP335 wrote:

I'm less than 100m from the cabinet and from the main exchange for the town where I live.

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It's only the distance of the cabinet that is important. You can see what Openreach think your line should be capable of here: BT Broadband (btwholesale.com) (but at that distance it should be 80Mbs with lots to spare)

You should be able to see your sync and SNR figures in the router web interface. (can't tell you exactly where as I'm not on Now)

If you could post your line stats here it may help.

[LDKEMP335]

Thank you for that.

According to that site my connection should be between 80 - 73 mbp.  I'm getting nowhere near that.

[LDKEMP335]

The connection speed on the router shows 79.6mbp, so rounded to 89mbps I assume on the NowTV speed test.

[LDKEMP335]

I have been wiTH NowTV for a few years, I had better speed on the lower package.

[redchiz1]

As I said earlier, if you are getting lower than the guaranteed minimum speed then take it up with NOW support, as a customer-based community we can't help you here other than with general advice. 

[slipthru]

I'm having same issues my connection speed has gone back up but speed tests are still below the minimum speed guarantee.

[redchiz1]

@LDKEMP335 Check what is shown in My Account under Broadband, you should see your Estimated and Guaranteed speeds e.g.

If you are not receiving the minimum try connecting the router at your test socket and check again on a wired connection. If still below the minimum then you should notify NOW support about this by calling 0800 759 1213.

[LDKEMP335]

Hello,

I return from holiday yesterday and today I tested the connection.

To test the connection
I disabled the WiFi (so no device was connected via WiFi)
Connected a single PC with an ethernet cable
Used 2 speed test websites

In the tests I carried out the download connection was under 40mbp, on some occasions was under 18mbps where the upload speed was higher.

[Jayach]

Have you reported it to Now support, as recommended by @redchiz1 previously?

[LDKEMP335]

Yeah, but just a standard response.  Don't have too many devices attached, separate the 5g on to a different WiFi network and factory reset the router.

Completely ignored the fact the issue is also there on a single wired connection. 

[gavs82008]

@LDKEMP335 

Call them again in the morning and request a site investigation along with the lines all the way back to the cabinet if needs be.

[redchiz1]

@LDKEMP335 Just to add: was this with the router connected at the test socket with a microfilter; are you aware of any issues on the voice side such as noise on the line?

[LDKEMP335]

I don't have a phone to connect to the landline.

The router doesn't go through a filter, it goes directly to the socket.

[redchiz1]

OK, try removing the faceplate and connect to the test socket behind there using a microfilter. If the speed issue persists then contact the support team as I advised earlier. 

[chilli2]

There are a few other things that can have an effect, do you have a faceplate on your mastersocket ?

 what internal wiring do you have - if any?

 have you tried plugging directly into the test socket - if you have a mastersocket this is located under the bottom part of it - you will need to remove the top section, but do not remove any more.

 Have you tried a shorter higher quality modem cable ?

you said the router isnt connected to a filter - just straight to the socket, are you using a BT to RJ11 cable? as far as i know the standard cable is RJ11 to RJ11

[Jayach]

I assumed @LDKEMP335 meant they have a prefiltered master socket, but yes it's not obvious.

Also they are getting a sync of  79.6, so I doubt the connection is poor.

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@LDKEMP335 wrote:

The connection speed on the router shows 79.6mbp,

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