Broadband near unusably slow the past several days since "working on improvements" was "fixed"

[Midnight54]

I've had a super frustrating past few days with our broadband, especially whilst being ill currently, resulting in the service being unusable for me for anything other than very light youtubing which is low bitrate and web browsing.  Unable to download large game updates (my main game currently has a 200gb update to do before I can play!), cloud stream gaming, nor any type of better quality bitrate full HD and 4k steaming services, kids are giving me hell as they cant video chat etc, nor my work vpn having a strong enough connection.  Long story short, my speed has dropped from around 600mbps+ to 20mbps (BUT......with an interesting caveat on multi files which may be misleading them to think there are no issues with the service).  Now it supposedly has now been logged with the networks team, but for reasons I'll get into later, I worry they will look at it, and think we get 250+mbps.

The error is not just for my hardware, my neighbors have the exact same issue about 20meters away, as does a family member about 1km away, so multiple routers and other hardware.  I've had this router for 2+ years now without issues for the most part apart from a couple of cell tower faults that at least were acknowledged to be faulty a few month back.

I am about 250-300meters from the connected tower, and the router shows as being 5g connected still.  I've had several runarounds (including where they terminate the chat randomly from not replying within about 20 seconds (maybe the person had finished his shift?) and being told there is no reported faults).  My house address is 1 postcode but it faces a different postcode at the intersection, so ie, I could leave front door, walk 3 steps and I'm in the next postcode

On/around the 1st of October (maybe the day prior as I was ill) the Network status page said "Our systems haven't reported any network problems", while the adjacend postcode was  "We're working on the network in this area at the moment.....etc".  By the end of the day, they both said "Our systems haven't reported any network problems", yet the issue was still there.  Obviously time dragged on then started trying to check for updates and look at issues

Historically when the 5g tower goes down, it would revert to the distant tower on a 4g connection (which is too weak to even load webpages 95% of the time but.....thats a different tale), however the router still reports as being on a 5g connection, with signal strength of -81 to -85dBm

Things done (and also neighbours and relatives have done "some" of the less technical steps that also have the issue too - they connect to the same tower:

1. Rebooted router (many times)
2. Alternative APN of three.co.uk, with/without ipv6
3. Only connecting a single device to the router (obv via ethernet) - both pc/linux and also other devices (by default I use it connected to my personal router so its own wifi etc is disabled)
4. Several browsers (as requested by chat) Opera, Chrome, Brave, Firefox, Edge, Safari, etc
5. Full factory reset of the Three router and then direct tests
6. whatever else obvious that I've forgotten to hand

Obviously some of these steps pointless as I can go to my neighbours house and replicate the exact same issues, its not specific to me, but did all the obvious steps

Speed tests are always generally around 15-20mbps, which tallies up with downloading any file getting around 1.9megabytes/sec.

Multiple different speed test sites, googles own, speedtest.net, speedsmart etc also report the same ballpark speeds (obv with the expected variances)

eg

and downloading actual files from test sites eg

So the reality is, for just about everything, I'm getting a usable speed of 15-20mbps

Now - where it gets a little more interesting, and this makes me concerned that the engineers could look at the total speed being sent out and be "thats not too bad?".  When you go to a site like speedtest.net, it defaults to a multi file/stream test.  This reports higher, for example

So....of course that itself is still also way lower than I would normally receive, but that potential speed is not usable speed to me when trying to stream a movie, or download a file or update, only 20mbps is!! And I hope this isn't going to result in the engineers closing the ticket as no issue when there clearly is, its easily replicated.

The saving grace, I can get by with low bitrate youtube.....but I cant watch any movies etc, which is especially frustrating while off work sick too to pass the time unless I'm willing to watch at SD resolution levels

Has something been deliberately changed to cap single connections?

Frustratingly, the postcodes even a few days on are still saying no issues found on the network status checker, when there is clearly a fault, and I know I'm not the only one to log it (sadly been unable to log it in the 3rd location yet for the relatives account as the account owner is currently out of town)

[Midnight54]

Interestingly, my other half just posted the return for me at the post office.  The post office said they've had 4 going to same address just today.....I doubt its a coincidence......as on other news, I noticed on my mobile that the signal is down, and the status checker page now says that work is ongoing in the area.  I wonder if that means they've either finally acknowledged the issue if theres been multiple more people leaving (or the cynic in me will just think they'll switch it back at the end of the day and close saying no issues again, as this happened 2 weeks ago too).  so 29days on........will it be fixed I wonder.  Good luck for all those who remain.  In 18months once I'm out of contract again with the competitor we'll see what happens then, sometimes that peace of mind is worth that little bit extra, especially if work and family sanity depends on it too

[Griz]

So that’s 4 today on top of my two yesterday. There’s definitely a bigger issue 

[Midnight54 · Accepted solution]

Issue resolved

Solution - change ISP unfortunately.  A chew on but no other option.  Now to hope I get the returns envelope without issues for the old router etc

And glad to see the back of the SSL errors issue!!

[Griz]

Still none in the post here. Waiting since Monday

[Midnight54]

Oh I figured out who you were yesterday haha. Same stretch of road 🙂

#20 further down from you received their returns label yesterday so hopefully not long, however they cancelled there's early the week before even tho went live with Grain after you

[Griz]

I was told 3-5 days to receive the returns packaging. 7 days later and still waiting. 

[Midnight54]

Funny thing the agent wrote to me was

"You will get the return envelope within 5 working days. You'll need to return the box to us within 5 days after your contract is ended which will be shared on cancellation terms and conditions Please keep the receipt from post office for your reference as if you don't send the 5G HUB back within 5 days after your account cancellation date which will shared in cancellation in a moment we’ll have to charge you a fee for a late return of £105.00."

I was like "ermmm how can I return it within 5 days if I dont receive the label for 5 days"

To which replied "Do not worry you will get soon, and you can return as soon as possible."

Hopeless!

[JonathanB]

Hi @Midnight54,

I'm sorry once again that the issue hasn't been addressed before you decided to leave, but can understand why you've chosen to do so. Just to clarify in terms of return timescales we allow 5 working days for the bag to arrive, and a full 5 working days following this for the return, so it's two consecutive weeks.

If you don't receive the bag within the expected timescale, please let me know,. and I'll help get this escalated for you.

Thanks,
Jonathan

[Midnight54]

Returns label received so boxing and bagging it now, and noted tracking number

Bit unusual that the sheet that comes with it says that everything has to be in new condition when it's over 2yr old.....any original box or manuals, if there was any are obviously long since gone