Ping/Latency way higher Gigafast 900

[htyaH]

I used to get 5ms ping to London (from Coventry), now I am being auto connected to Edinburugh and I get 15 ping to there, when I try to speedtest to London or even right next to me in Leicester I am getting pings above 22...I called in and they just said "they added new servers and there's nothing much we can do"...

any help?

[Gerry_Atric]

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@Amanda wrote:

Thanks for keeping the thread updated @htyaH 🙂 it sounds like you've been given more information than we have! 

I hadn't heard anything when I logged back on this morning, so I've chased it up again and we're still waiting an update - the team that flag up these type of issues has said they'd expect to know more on Monday. 
It may mean then from the updates you've had, that the service may be back to normal before they know much more. 

You're right about the whole communication of this being less than perfect - I've raised this too and had a chat to the team about it, as there needs to be better way of both us and our customers getting this type of information. 

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Thanks @Amanda and also @htyaH for keeping us informed!

I am glad you have taken forward the feedback about communication.

A service status page would be great to have, for both planned and unplanned outages.

I know on the mobile side I get texts from Vodafone to let me know about any planned or unplanned outages for mobile cell sites and something similar would be great for the broadband side. 

Even if it's too late come Monday, it would be useful to have an update of what actually happened and why etc., so we can understand the purpose of what had happened and what steps will be taken going forward in the future if similar needs to happen again.

[Gerry_Atric]

In the meantime, if anyone wishes to know a bit more about what Broadband Network Gateways (BNGs) are and what they do, you might find this paper from Cisco useful to read. I believe Vodafone are moving to a model similar to OpenRAN where they were looking at doing similar for their fixed broadband side of the business to support interoperability, so they could be using different vendors not necessarily Cisco. It just so happens that Cisco happen to have a paper which explains things a bit more for us mere mortals. 

https://www.cisco.com/c/en/us/td/docs/routers/asr9000/software/asr9k_r5-2/bng/configuration/guide/b-...

[Amanda]

Good afternoon all 🙂

The team that looks after customer raised issues like this, has asked if we can ask you all to please to get in touch via Facebook or Twitter, so that we can take your account numbers to include them in the examples we provide. 

I appreciate that you may be expecting things to be resolved on Monday, but I feel it's best to say that I'm not able to confirm this at the moment yet, as I myself haven't been given any information on it. 

If we take these examples and then worse case if things aren't back to normal by on Monday, we can hit the ground running to get it investigated further. 

When you send a message, if you click 'Get Started' > 'Message an adviser' this will bypass the automated options and get you through to my team - then if you can please remember to include your community username and a link to your post, you won't need to explain things again. 

We're also sending a comms out to everyone in our department, to let them know the situation so there's no confusion 🙂

[Ripshod]

I'm hesitant to use your social channels - more so on a Friday afternoon. Last time I tried I also went through the app and TOBI and had my problem resolved before I even got a response via your channels (about 2hrs using that link).

[Jayach]

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@Ripshod wrote:

I'm hesitant to use your social channels - more so on a Friday afternoon. Last time I tried I also went through the app and TOBI and had my problem resolved before I even got a response via your channels (about 2hrs using that link).

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This time you won't need a response, @Amanda  is just trying to collate info.

[Ripshod]

It took that 2 hours for someone to even say "hi"

I'll give it a try

*edit*

Didn't even get the "Message an adviser" option so I'm not holding out too much hope. 

[Jayach]

Oh well, at least you tried. 🙄

[Ripshod]

Has anyone else run the Broadband service test? I'm getting "There's an outage in your area", just wondering if this is now the case for the whole uk??

[Gerry_Atric]

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@Ripshod wrote:

Has anyone else run the Broadband service test? I'm getting "There's an outage in your area", just wondering if this is now the case for the whole uk??

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Not for me. Everything is apparently fine according to that test!

[htyaH]

Regarding the social media on Twitter, I contacted them early yesterday...they replied once then didn't reply at all...this morning I got a message at 9am asking for some more info then got ignored...still no response yet.