Download Speed Drop after Switching from lightspeed 60g to Unlimited UFB Cable

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17 posts

Geek

#1169839 6-Nov-2014 10:21

Diego: So here is the speed at the moment,

Will check again tomorrow, and might call the 0508 number tomorrow.

Can't wait to have proper speed again :)
fingers crossed it will be soon.

And this is before I left for work this morning:

Will check again tonight.

NikT

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#1169896 6-Nov-2014 11:44

Checked your provisioning & you're definitely on the right speed tier (As demonstrated by the second speed test). I'd suggest having a word with the faults team when you're at home & have a moment so they can check your node for any known issues or congestion at peak times in addition to checking your specific connection and modem for any signal strength troubles or dropouts. :)

Product Manager @ PB Tech

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antoniosk

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#1169964 6-Nov-2014 12:49

NikT: Checked your provisioning & you're definitely on the right speed tier (As demonstrated by the second speed test). I'd suggest having a word with the faults team when you're at home & have a moment so they can check your node for any known issues or congestion at peak times in addition to checking your specific connection and modem for any signal strength troubles or dropouts. :)

Yep.

There have been times when for no clear reason my profile has fallen back to the default 2/2 from years ago... maybe 3 times in 4 years, but always when a plan change happens :-/

I've never had an issue with calling faults, getting through quickly and getting it sorted - and one time it was my Apple router misbehaving, and a solid slow restart (turn off, leave off for 5 mins eetc) was teeth cringeing but actually worked fine.

________

Antoniosk

Diego

17 posts

Geek

#1169983 6-Nov-2014 13:21

NikT: Checked your provisioning & you're definitely on the right speed tier (As demonstrated by the second speed test). I'd suggest having a word with the faults team when you're at home & have a moment so they can check your node for any known issues or congestion at peak times in addition to checking your specific connection and modem for any signal strength troubles or dropouts. :)

Hi NikT, Thanks for that.

Yup, that (second test) was more or less my average speed on my previous plan (lightspeed 60G).
Will check again tonight and maybe call the number if the speed drops down again.

So I understand now (from what you said also) that I will be around that speed (13-15Mbit/second) until the technician comes, changes my modem, and activates my UFB 50 Unlimited plan.
After that I will check the speed and be 3x times faster (according to the sales person). around 50Mbit / Second.

That sounds about right?

Cheers

NikT

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#1170065 6-Nov-2014 14:55

Diego:

Hi NikT, Thanks for that.

Yup, that (second test) was more or less my average speed on my previous plan (lightspeed 60G).
Will check again tonight and maybe call the number if the speed drops down again.

So I understand now (from what you said also) that I will be around that speed (13-15Mbit/second) until the technician comes, changes my modem, and activates my UFB 50 Unlimited plan.
After that I will check the speed and be 3x times faster (according to the sales person). around 50Mbit / Second.

That sounds about right?

Cheers

Exactly right. The new modem is needed to reach the higher speeds, because we've upgraded the cable network to the DOCSIS 3.0 standard & the good ol' SurfBoards are DOCSIS 2.0. The highest speeds we ever sold on the DOCSIS 2.0 SB5101s was 25Mbps, and this initially had to be approved on a per user, per node basis. How times have changed!

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

Diego

17 posts

Geek

#1170264 6-Nov-2014 19:28

Diego:
Diego: So here is the speed at the moment,

Will check again tomorrow, and might call the 0508 number tomorrow.

Can't wait to have proper speed again :)
fingers crossed it will be soon.

And this is before I left for work this morning:

Will check again tonight.

And this is just now (7:30 PM). The speed has gone down again.

Diego

17 posts

Geek

#1170335 6-Nov-2014 21:08

Diego:
Diego:
Diego: So here is the speed at the moment,

Will check again tomorrow, and might call the 0508 number tomorrow.

Can't wait to have proper speed again :)
fingers crossed it will be soon.

And this is before I left for work this morning:

Will check again tonight.

And this is just now (7:30 PM). The speed has gone down again.

Tried to call the 0508 number, was on hold for 58 minutes, then decided to hang up.
Did the speed check again because internet just felt like a dial up connection, and this is what I got (at 9:30 Pm)

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Scotty1986

315 posts

Ultimate Geek

#1170410 7-Nov-2014 00:23

Diego: So here is the speed at the moment,

Will check again tomorrow, and might call the 0508 number tomorrow.

Can't wait to have proper speed again :)
fingers crossed it will be soon.

Still a better ping than me, and I'm on fibre 100/50mbps

Diego

17 posts

Geek

#1170590 7-Nov-2014 10:25

Diego:
Diego:
Diego:
Diego: So here is the speed at the moment,

Will check again tomorrow, and might call the 0508 number tomorrow.

Can't wait to have proper speed again :)
fingers crossed it will be soon.

And this is before I left for work this morning:

Will check again tonight.

And this is just now (7:30 PM). The speed has gone down again.

Tried to call the 0508 number, was on hold for 58 minutes, then decided to hang up.
Did the speed check again because internet just felt like a dial up connection, and this is what I got (at 9:30 Pm)

I checked again this morning, before I left for work, and it was 13Mbit/s download.
So it seems after switching plan / or since a couple of nights ago, I can only get "normal" speed in the morning (like 6 AM), and when I checked at around 6 PM - 11:30 PM it is very slow.

When I was still on my lightspeed 60G / A few nights ago before I changed plan. the speed was consistent at around 13 Mbit/s throughout the day.

Hmmm... Why is this?
can anybody help shed a light on this matter please?

Cheers

NikT

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#1170605 7-Nov-2014 10:36

Hi Diego,

This has 100% nothing to do with your plan change because your plan has not been changed yet. :)

You've got some kind of fault with the connection or on your node. I'll ask the team on this end to take a look to see if they can see anything obviously wrong, but giving the faults team a bell on 0508 888 800 is the best port of call. If you're calling from a mobile, there should be an option for the faults team to call you back when you hit the front of the queue.

Cheers,

- Nik

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

Diego

17 posts

Geek

#1170650 7-Nov-2014 11:29

NikT: Hi Diego,

This has 100% nothing to do with your plan change because your plan has not been changed yet. :)

You've got some kind of fault with the connection or on your node. I'll ask the team on this end to take a look to see if they can see anything obviously wrong, but giving the faults team a bell on 0508 888 800 is the best port of call. If you're calling from a mobile, there should be an option for the faults team to call you back when you hit the front of the queue.

Cheers,

- Nik

Hi NikT,
Thanks for that.
I shall try giving them a call after work.
On the menu when I rang the number, Should I choose number 2 (mobile??/ broadband) or number 3 (TV / Cable).

Please do let me know what the team has to say, very curious about this. :)

Cheers

NikT

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#1170661 7-Nov-2014 11:40

Diego:

Hi NikT,
Thanks for that.
I shall try giving them a call after work.
On the menu when I rang the number, Should I choose number 2 (mobile??/ broadband) or number 3 (TV / Cable).

Please do let me know what the team has to say, very curious about this. :)

Cheers

Dial 0508 888 800, press 2 for faults, then 2 again for landline & broadband. :)

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

Diego

17 posts

Geek

#1172365 10-Nov-2014 19:07

OK so it is solved!

@nikT said he would ask someone in the department about my problem. And it could very well be that he did it that day and that person took action and fixed my problem.

because on Saturday Someone from VF rang me and talked to me about:
1.my speed problem,
2.to explain about my new connection and
3.about making an appointment to install a new Modem.

for number 1. I asked her what could cause the speed drop. and her answer was that the sales person somehow put my new plan wrong in the system so it causes kind of a miss communication between my end and VF's End. (and it has been sorted now).
Admittedly, I did not check speed on firday night because I had an appointment, but the speed on Saturday was back to normal (even on day and evening time where the speed drop usually happened)

number 2 & 3. she explained that after the new modem is installed I would get a faster speed. (just like nikT said in previous post).
Havent heard back about when that is gonna happen. but I will wait until tomorrow before txting her again. (oh yeah she gave me her number to txt if anything went wrong or if I have any queries)

all in all I am A happy Customer. Very good customer service both on Geek ZOne & Via official VF community /website / online. Need to work on the hold time for the 0508 number though, the fastest time for me was 25 minutes and the longest was 59 minutes before I finally hung up

So Thank you everybody for the info, advice & tips.

Much Appreciated.

nakedmolerat

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#1172432 10-Nov-2014 21:08

Havent heard back about when that is gonna happen. but I will wait until tomorrow before txting her again. (oh yeah she gave me her number to txt if anything went wrong or if I have any queries)

Really?

Diego

17 posts

Geek

#1172439 10-Nov-2014 21:16

nakedmolerat:
Havent heard back about when that is gonna happen. but I will wait until tomorrow before txting her again. (oh yeah she gave me her number to txt if anything went wrong or if I have any queries)

Really?

Yes, not saying that I got her personal number (it could be but that is not what I am saying), but a number which I can contact her if I have any queries or problems.

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