topic Re: Implementation time gigabit broadband in Broadband & Landline

Implementation time gigabit broadband

minibob — Mon, 19 Sep 2022 10:31:50 GMT

I upgraded about 6 months ago from 300mb to 500mb next morning the speed picked up straight away with no problems. I thought I would take advantage of the sale ending Thursday and upgrade again to gigabit. I got a text message 8am Friday morning saying the new package was live. My speed download and upload its exactly the same as before. Tested it all day Friday all day Saturday and yesterday morning no change. I rang the team and they said it will take ten days of testing to get new speed as they have to stabilise the line, but I don’t understand how you can stabilise a line of you aren’t actually sending through the new connection speed. I have a horrible feeling something hasn’t been done to change my connection speed and I’m being told after calling tech support running a Speedtest.net makes my line show as unstable which makes zero sense it also shouldn’t take 10 days for the new speed when it says it’ll be available after midnight.

My connection hasn’t moved from the 460-500 download and 50mb upload I’ve been running at as months so there’s def zero change between packages

Any idea of what I need to ask for to get someone to actually check it’s been done properly?

Re: Implementation time gigabit broadband

James_B — Tue, 20 Sep 2022 08:38:27 GMT

Hi @minibob,

Our Broadband Team will be happy to check your plan change has been updated on your account if you get in touch.

Thanks

James

Re: Implementation time gigabit broadband

minibob — Tue, 20 Sep 2022 09:40:09 GMT

Helpful member of tech team has identified some issues today which are being worked on 👍🏻

Re: Implementation time gigabit broadband

James_B — Tue, 20 Sep 2022 09:45:41 GMT

Great stuff @minibob

Thanks for the update. 🙂

James

Re: Implementation time gigabit broadband

minibob — Wed, 21 Sep 2022 13:00:28 GMT

So my gigabit went live on Friday last week. I couldn’t get higher than 500mb download (previous package speed) or 50mb upload. After ringing three times I got my upload fixed now showing around 117mb up but my download has now dropped further to 300mb.

open-reach engineer out this morning confirm line and signal all fine but router indeed won’t give them a speed above 500. I then rang again so they’ve arranged another engineer for tomorrow. Surely this must be a router settings issue ?

Re: Implementation time gigabit broadband

pip11 — Wed, 21 Sep 2022 13:47:17 GMT

Howw are you testing your speed wired or wireless?

Re: Implementation time gigabit broadband

minibob — Wed, 21 Sep 2022 14:35:53 GMT

Both plus openreach engineer tested and confirmed download not getting higher than 500mb via ethernet

Re: Implementation time gigabit broadband

XRaySpeX — Wed, 21 Sep 2022 19:45:27 GMT

There have been reports of Full Fibre Max speeds being slow with the EE Smart Router but not with other generic routers or direct into the ONT. Try connecting a PC to the ONT as a direct PPPoE connection & see if the speed is more like as expected.

Re: Implementation time gigabit broadband

minibob — Thu, 22 Sep 2022 10:18:15 GMT

would appear the full connection speed is arriving at the ONT but not coming through the router. The engineer due for today was cancelled and I'm instead being sent a new router on the basis of the last router was sent pre logged for 500mb package and this one should be set up for gigabit before sending. Begs the question to me why the existing router can be updated with the necessary information to provide those speeds if the hardware is the exact same?

Re: Implementation time gigabit broadband

James_B — Thu, 22 Sep 2022 11:44:48 GMT

Thanks for the update @minibob

Please let us know if the new router resolves the issue.

James

Re: Implementation time gigabit broadband

XRaySpeX — Thu, 22 Sep 2022 21:17:39 GMT

Routers are not pre-logged for any prearticular speed. They will handle what they can handle!

Re: Implementation time gigabit broadband

minibob — Fri, 23 Sep 2022 17:38:23 GMT

New router arrived still not achieving over 500mb. Rang tech support their speed test not giving over 500 either. Open reach 2nd level engineer engaged, line to ONT 947mb speed. Engineer now booked again for Monday under the thought of replacing ONT. So it continues, worrying I’ll be outside my 14 day cooling off period soon and not great to be paying for a service I’m not getting the benefit of as my speed was the same at 500mb package!

Re: Implementation time gigabit broadband

XRaySpeX — Fri, 23 Sep 2022 17:53:43 GMT

@minibob wrote:

under the thought of replacing ONT.

LOL! Can't be ONT! You just showed it is capable of 1000 Meg. It's so obviously the router.

Re: Implementation time gigabit broadband

minibob — Sun, 02 Oct 2022 14:14:13 GMT

A bit of an update to my case as things are still on going. Two engineer visits two routers. Still not fixed. It’s then moved to another support team (cube team possibly?) they think that the VLAN server is either one, faulty so not giving me correct bandwidth or two, maxed on capacity so either need move to a new one or create a new one to allow me full speeds. This was Friday and I’m due an update tomorrow, over the weekend nothings changed so it continues. Over two weeks still 400mb max dl speed.

Re: Implementation time gigabit broadband

Leanne_T — Mon, 03 Oct 2022 07:00:27 GMT

Thanks for keeping us updated @minibob

I hope this is resolved soon for you.

Leanne.