slow connection

[Anonymous User]

I have remained under my guaranteed speed for over a week now. I first reported it and was told an engineer would be coming on Monday 1300-1800, I took the afternoon off work, no show! I phoned back and was told the appointment had been rejected, pity no one bothered to tell me. Now the fault has magically moved outside of my property and the rep told me it was a 'BLOCKAGE' on my line outside. My line used to be a 40mb line and now I get 25mb.  

Please let my line resync and sort out the noise on the line and stop treating your customers like idiots. 

Traffic Type:PTM

Line Rate - Upstream (Kbps):4054

Line Rate - Downstream (Kbps):2499

Broadband Link	Downstream	Upstream
Connection Speed (Kbps)	24997	4054
Line Attenuation (dB)	DS1:17.7    DS2:48.7    DS3:76.6	US0:2.5    US1:38.8    US2:57.9
Noise Margin (dB)	DS1:10.1    DS2:10.1    DS3:0.0	US0:6.3    US1:6.1    US2:0.0

[Anonymous User · Accepted solution]

After 2 failed Openreach appointments where they never showed up I had a guy in to check my line/box which had no faults. My connection is still slow. 

I have just got off the phone where the rep has confirmed that my connection is only connecting at 22000 instead of my normal 37000 with a 'guaranteed' 30000. He then began to tell me to turn off my 2.4ghz wifi to speed up my connection! I tried to tell him I am connecting my ethernet and the issue is with signal noise which has crept up from 6.8 to 11.8db, hence the slower sync speed. 

The level of ignorance is breathtaking, I have now been under my guaranteed speed for 14 days where do I stand on ending my contract as it is obvious they do not have the technical knowledge to fix the issue and I will be seeking to source my fibre from elsewhere. 

It is plain to see the issue is with the sync speed not my wifi, how my wifi would affect my ethernet is beyond me. 

Noise Margin (dB)

DS1:11.8    DS2:11.8    DS3:0.0

NOWTV fibre customer service is an embarrassment to sky/NOWTV, I have been a customer with sky for 20+ years but it looks like time to leave. 

Modemhelp

Modem StatusConnected

Traffic Type:PTM

Line Rate - Upstream (Kbps):5478

Line Rate - Downstream (Kbps):22399

  Router Statistics

System Up Time: 29:39:26

Port	Status	TxPkts	RxPkts	Collision Pkts	Tx b/s	Rx b/s	Up Time
WAN	MER	161667	292252	0	24285	72162	00:49:19
LAN	Up	40352525	22638995	0	625499	36417	29:39:26
WLAN (2.4 GHz)	Up	513705	158818	0	4046	140	00:12:36
WLAN (5 GHz)	Up	4183061	3465522	0	29560	4299	00:19:02

---

Broadband Link	Downstream	Upstream
Connection Speed (Kbps)	22399	5478
Line Attenuation (dB)	DS1:17.9    DS2:48.8    DS3:77.1	US0:2.7    US1:38.8    US2:57.8
Noise Margin (dB)	DS1:11.8    DS2:11.8    DS3:0.0	US0:6.7    US1:6.1    US2:0.0

[schnapps]

Hi @Anonymous User 

According to this linked NowTV Article, if you are not getting the minimum internet speed promised when you signed up and given NowTV the chance to resolve it and you have spoken to NowTV about it directly by speaking to the NowTV Broadband Team then you are entitled to cancel their service without paying any penalty fees.

https://help.nowtv.com/article/glossary-of-broadband-speed-terms 

[Anonymous User]

OK, thanks looks like I am off to new service.