Dreadful speeds during the evening

[jellyman]

For weeks I've been trying to figure out why my streaming services all don't seem to work very well at night (on the Pro Full Fibre 900 plan) and last night speeds dropped to the lowest I've ever seen.

I went through the support chat and they told me there is a congestion problem in my area that will be fixed soon, they could not tell me when it would be fixed or where I could get an update on this.

How is this not a scam? I have a connection that is unusable during the time I want to use it.

From reading the other posts on this forum it looks like I'm not the only one. 

Posting this here so I can hopefully get someone's attention and get a real answer as to when this will be fixed. 

[Effie]

Hi @jellyman I can certainly appreciate your frustration with this. Unfortunately as we have no account access on the community, we can't check your lines to verify that there is congestion affecting your service, nor can we confirm a resolution date. 

In order for us to look into this for you, you'll need to contact the Social Media team here. 

[jellyman]

What is the point in this forum then? I am getting nowhere with your social media team or the pro team chat.

[Effie]

The community is just a place to get general advice and answers to general questions @jellyman For anything specifically relating to your account or services, you have to reach out to one of the support teams on social media, LiveChat or over the phone. 

[jellyman]

I am here because I keep getting run around in circles by your live help and am getting frustrated. I have been given 2 separate (non working) phone number for City Fiber because apparently it is their problem that there is line congestion?

[Jayach]

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@jellyman wrote:

I have been given 2 separate (non working) phone number for City Fiber because apparently it is their problem that there is line congestion?

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 I very much doubt it is a CityFibre problem. Do you have access to a VPN to see if the speeds improve over that?

[Scooty997]

Same exact problem here in AB24. Never seen 900mbps since signing up. Evenings it drops like a fly

[edwingcameron]

I'm also AB24! Our connection is down just now. How's your?

We drop massively during the evening to something like 2mbs

[Scooty997]

It’s up and working ok but pulling about 40mbps, just 900 short of what’s advertised!

[jellyman]

Yep, my connection was also dreadful last night. Couldn't stream anything on Netflix at all.

After I had complained last time, they said the issue had been fixed (and it was, for about a week).