Broadband now so slow suddenly, faster when using VPN.

[Jimbo62]

Hi there, after 2 months of great speeds, (over 300 Mbps) I now have download speeds of about 20 Mbps not even good enough fof 4k streaming or playing games on the cloud). If I use a VPN, get better speeds which suggests to me possible throttling by three, This all started about a week ago after I crashed my Xbox one HD and redownloading about 1Tb of games so I thought that although I haven't any limits maybe because of high downloading I had been throttled. Unfortunately customer support is not great, have factory reset, changed APN, rebooted etc and just get told ( after being left on hold a fair number of times) that a ticket has been raised but could take a week!!! Finally got them to say they will call me back on Monday. Lots of people seem to be having the same problem with speeds and there seems to be no solution in site. I am South Liverpool btw.

[Jimbo62]

Hi Jonathan and thank you for the reply. In answer to your questions

I get about 20Mbps without VPN on streaming device but only 12 Mbps on Xbox one using ethernet connection ( cannot use VPN for Xbox ) so no good for downloading from game pass, or playing games on the cloud or even multiplayer online because of latency. With a VPN I get about 200Mbps. I did have many conversations with your Tec guys who now say that it is something to do with the mast and they will get back to me. No mention of this on network checker btw. I keep checking but no improvement as of this morning. There seems to be a lot of people on this forum experiencing unacceptablely low speeds after an initial good speed to start with and it does seem like bad business to not get this resolved before it goes viral and  it could. Also would like to know why my speeds are much higher using a VPN which suggests to me that the mast is working. This now into second week and getting frustrating, please resolve, thank you in advance.

[JonathanB]

Hi @Jimbo62,

I'm sorry to hear you've been experiencing these speed drops, have you seen any improvements in the meantime since posting?

Are we showing any local issues on our Network Status Checker?

In terms of using a VPN what sort of speeds are you picking up, compared to the 20 Mbps you've mentioned without the VPN?

Thanks,
Jonathan

[Jimbo62 · Accepted solution]

Hi there Jonathan, have to report all is good now, after talking with Tech guys, speeds are ok now, seems the mast was being worked on. Anyway I'm one happy bunny now, thank you Three!!!

[Jimbo62]

Hi Jonathan and thank you for the reply. In answer to your questions

I get about 200Mbps using a VPN but 20 Mbps without VPN on streaming films, you tube etc but only get about 12Mbps on Xbox One on ethernet  (cannot use VPN on xbox) so no good for downloading from game pass, playing games on the cloud or multiplayer online. I have many times been in contact with your Tec guys and they now say it is the mast with problems and they are working on it but it could be 7 days to fix!!!. No mention of a fault on status checker btw. As of today speed has not improved and I do wonder why I get higher speeds using a VPN? This does possibly suggest the mast is working (although not as.  well as before) and the problem is possibly your end. There seems to be a lot of people on here getting very slow speeds and unfortunately having problems with your network. Surely it is good business sense resolve these issues before the subject becomes viral. Please fix as is frustrating being in second week of poor speeds, thanks in advance 

[Jimbo62]

Hi there Jonathan, and thank you for your reply.

In answer to your questions

Without VPN I get just about 20Mbps but with VPN about 200Mbps.  I mainly use my Xbox for online gaming and tests on that give me about 12Mbps which is useless for gaming on the cloud, downloading from Game pass or even online multiplayer. I connect to the Xbox with a ethernet connection and cannot use a VPN for that. I have many times been in contact with your Tech guys who now tell me that it is the mast which is the problem and will take 7 days to fix???? Internet has been slow for 2 weeks now, and I would suggest that with getting much higher speeds through VPN there might be some throttling going on. Lots of people seem to be having slow speed problems that don't seem to be getting fixed?? Please resolve this guys as it is frustrating and all this bad press cannot be good for business if it goes viral. Thanks in advance.

[Jimbo62]

Hi there Jonathan and thank you for your reply. In answer to your questions 

Without VPN I get just less than 20Mbps but 200 with VPN. Have spoken with your Tech guys many times, who now say that there is a problem with mast ( this is not showing on Status checker ) and was told could take 7 days to fix. I use ethernet for my Xbox and cannot use a VPN so downloading from game pass or playing on the cloud or even multiplayer online is rubbish. I do hope this can be resolved as I don't particularly want the hassle of canceling and have noticed there are many complaints about low speed on this forum. Lastly how come I do get much higher speeds using a VPN???? Anyway thanks in advance. 

[Jimbo62]

Hi there Jonathan and thank you for replying, still getting very slow speeds (20 or less) without VPN but with about 200. I have my Xbox on ethernet so no VPN and low speed affecting download from play pass and playing online or on the cloud. Have spoken with your tech guys and latest is that you are working on the mast near me which doesn't show on NSC and wonder why I get much higher speeds on VPN then???? I do hope that is can be resolved as it has been over 2 weeks now and is frustrating tbh. I cannot use VPN on Xbox and my online gaming. Thanks in advance 

[Jimbo62]

Hiya Jonathan and thank you for replying, firstly, still on 20mbps sometimes less, if I go through a VPN get about 200mbps, have spoken many times with your tech support who now say that it is something to do with working on the mast near me however not reported on NS checker, I have my Xbox wired straight into the router and playing online or on the cloud is not happening. I have tried everything like rebooting etc etc on just hope that things can be resolved your end as it has been over 2 weeks now and as I said still get better speeds through VPN????.