Slower with new contract

[#1]

@SammyM 

Hi,

Router was rebooted. I've subsequently had more drops, and connection speed is back down to 43Mbps. See attached output from BT site and my router's connection speed/uptime

Did you re-open the fault on my account like I asked?

[#2]

Router connection

[#3]

Hiya @Mlewis,

I am really sorry to see that this did not help and I can assure you I did reopen the fault ticket here.

The best step forward would be to arrange an engineer visit to investigate this further.

Please can you update the ticket with your availability and get back to me here so that I can get this booked in for you.

[#4]

@SammyM @LaurenB @Gandalf @adam945 

An update...

Yet another OR engineer visit (I think this is the 5th one, supposedly a more senior/experienced engineer due to escalation of the fault).... And still no further forward.

As per all the other visits, speed increases to around 50Mbps, call gets updated and "right to leave" stopped as "Work Completed: Advice given to end customer: Optimal speed already achieved.".

Of course, all that happened is once again I got disconnection overnight and the speed dropped by nearly 10Mbps....

This is, quite frankly, getting ridiculous. This issue has been going on for almost 2 months now. And the support repeatedly either closing the call or marking it as sorted and stopping the right to leave (even though as I've mentioned countless times I'm not even in contract at the moment - and won't be until this is sorted) is getting extremely infuriating.

I have been a loyal customer for many years (at least 15 years, 12 at my current property) but I will not be a customer for much longer....

[#5]

Thanks a lot for getting back to me @Mlewis and I'm really sorry to hear that you're still having issues with your service, despite numerous engineer appointments being arranged. Checking the line this morning continues to show line issues, and speeds having been fluctuating. 

The only option I have at the moment would be to reject the clear notification on our suppliers side, but this would mean that I'd need to arrange another engineer visit. Given the number of them that you've had already, I'm not sure this will do the trick.

Which router are you using? 

[#6]

@adam945 

My router is a TP-Link Archer VR2100, I've had it about 13 months. It's running the latest firmware (a1.5.0 0.9.1 v009e.0 Build 210722 Rel.37847n).

[#7]

Fair enough, have you done any troubleshooting such as using different Ethernet cables between the router and the master socket? Are you using any extension sockets / cables etc? 

[#8]

@adam945 

Changed cable from master socket to router - no difference. I only have one socket (a 5c, installed a few months ago last time I had speed issues), no extensions. The router is connected directly to that.

[#9]

Thanks a lot for getting back to us @Mlewis, I'm really sorry to see that it's now been 30 days since this particular speed fault was raised. The notes on the open ticket state that you're now looking to sign up with a new provider. I can only wish you the best going forward.  

[#10]

30 days? It was raised on the 1st Feb, which is 55 days!

Support has basically said it can't be fixed, so I have no other option.

[#11]

I understand @Mlewis and please get back in touch if you have any other queries that we can help with.