Status checker says fault fixed but it isn't

[C-J-W]

Hi. I reported a fault on Thurs (3 days ago) as the data speed on my gigacube had dropped from 20-30 Mbps to 2-3 Mbps. I was told there was a fault on the transmitter which is a few hundred yards from me and it was being worked on. I received an email late yesterday to say the fault was fixed. However there is no improvement with my speed. I have tried ringing support but for some reason the automated answering voice doesn't recognise what my problem is and there's no option to bypass this to speak to a human. I went onto chat and tried several times to get to chat to someone but I get the message that no agents are available. 

My postcode is OX25 2NY and the mast is located in OX26 1XA

I still have my R218 mobile device which is still registered and active and which used to give me around 10Mbps (it was capped at 10) so I tried that and got the same low speed of 2-3 Mbps so I think that has eliminated my gigacube being the problem.

HOPEFULLY A MOD WILL READ THIS AND GET INVOLVED TO SORT THIS PROBLEM. Meanwhile I'll get back to trying to contact support via chat - using my helpful neighbour's wifi!!!

[C-J-W]

No problem, screenshot attached. Preferred network mode is on auto but clicking on it or anywhere to be honest I don't get an option to change from auto.

 

[Andy]

Hi @C-J-W, that is strange it does sound like the option is locked, can I check that you are running the most up to date software and if possible could you go to the Advanced settings option and send a screenshot of what you see there for me? 

[C-J-W]

Yes, screenshot attached of the update page under advanced. Looks like it's running the latest software, updates are on auto but I did a manual check and there's nothing new.

 

[Tash]

@C-J-W Thanks for popping the picture over to us! Are you able to change the network mode after clearing your cache and cookies or when using an alternative browser or device? 

I've also checked your nearby site and can see the 4G looks to be up and running again. If you're still having any issues, please can you reset your GigaCube for me and let me know if your connection improves? 

[C-J-W]

Hi Tash, thanks for your reply. I'm using Safari and Firefox. I've cleared the cache and cookies on both but it's made no difference. I'm assuming the "Auto" should be in blue if it's possible to click it and change it but I've clicked on it and on the wording before but still no different.

As for the problem being fixed then yes, I noticed last night that it seemed to be back to normal, not steady though as the speed varies between 15 and 25Mbps but think that was nhow it was before so assume that's what it always does. Would be good to get to the bottom of this though.

Is the 15 to 20Mbps the normal sort of speed to expect on 4G with the mast just a few hundred metres away? Don't suppose you have any info on when 5G will be available from that mast, Status Checker seems to indicate its planned within 3 months but I may be reading that wrong.

Thanks for your help

[Mark]

I'm glad to see your 4G connection is back up and running @C-J-W, the speeds you've quoted are within those expected in your area. As for the fluctuation, is there any particular time it drops to the lower speeds, or is it just random?

We've no update on when 5G will be in your area just yet. This is being rolled out across the country, so I'm sure it won't be long 😁

[C-J-W]

Hi. As I would expect the speed is usually lower at peak times, maybe down to 10Mbps or a bit lower but back up to 20/25Mbps late evening for example. The fluctuation is when the test is running and the needle can constantly swing wildly from say 5 to 35 Mbps. Just wondering if that’s normal with this  type of broadband as it was fairly steady when I had conventional broadband. 

[Evie]

Hey there @C-J-W 👋 With this being Mobile Broadband instead of Home Broadband it'll be running of a different type of connection. I would expect to see more fluctuation in mobile broadband compared to home broadband as it runs of the 2G/3G/4G/5G network and Home Broadband runs off a fibre line.