Gigacube 5G is very slow in the evening (cant even play 360p in youtube)

[CHJaY_2022]

I am using Gigacube for 5 months, it was fine until Dec 2022. Internet speed slowed down in every evening from 6pm - 11pm (youtube status showing ~200 - 500Kbps). I cant even play the video with 360p smoothly. However, when I do the speed test with Ookla, it showing the network speed is fine (~40 Mbps).

Is there any speed control on video streaming platform and how can I check for that? Thanks.

[monkeychew]

For me this week YouTube has been good. I’m hoping they’ve fixed the issue permanently now. As for the issues you guys are experiencing I can’t tell if it’s the same problem or not but I only ever had an issue with YouTube and everything else was great.

[goibs]

I'm guessing its something to do with usage, i'm using Sky Stream so usage is now in the 500GB+ a month with ease.

[monkeychew]

The problem is back again this Monday, started playing up last night.

[Gemma]

@monkeychew - thanks for the update and I'm sorry to hear it's happening again. Please can you message us again through Social Media and include a link to this thread? We can then look to get this reviewed. 

[CHJaY_2022]

@monkeychew yes it happens again for me also tonight..

[monkeychew]

@CHJaY_2022  After speaking to complaints via a callback yesterday (after the upper technical team investigated) the problem seems to be resolved again for me.

[CHJaY_2022]

@monkeychew Hi, did they mention what is the potential problem?

[CHJaY_2022]

@Gemma @Jason @Amanda 

I have called customer service 0191 and it doesn't help much (esculated but no respond yet). Is there anyway I can make an complaint. Its annoying and its impacting my WFH.

[monkeychew]

I’ve called them again today about the issue. Apparently there’s a problem with the mast and they’ve scheduled maintenance for next week. It remains to be seen If this will fix the issue though.

@CHJaY_2022 this Is the number for complaints (I’ll delete shortly if I can as I don’t think it’s public)

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[MOD EDIT: This post has been edited to remove content please see Community Guidelines]

[Gemma]

@CHJaY_2022 - I'm sorry this has got to the stage of you looking to make a complaint/ I've found the conversation you've last had with us on Social Media. As it's been a while since we've talked to you there, please can you message again and we can log your complaint for you.