New massive speed drop in the evening

[Beckbeck]

Hello,

We’ve had 3 HB for a few years now with no problems and good speeds. For the last month though the speed has started dropping from 200mb to 40mb like clock work at about 17:30/18:00.

It happened suddenly, it’s not peak holiday time and I doubt they have that many new customers.

Has anyone else noticed this? It s a ms like there is a faulty cell or an engineer has set it to slow down.

Any ideas of how to improve it? The status checker is fine, customer service were no help etc..

[Maxine]

Hey Beckbeck, 

We're sad to learn you're having these speed issues with your broadband. It does sound like there's congestion around that time however, this is something the agents can check for you. 

What happened when you got in touch with the team? 

Maxine

[Beckbeck]

Hi Maxine,

They just check the fault checker and say there's no fault, which i can see as well.,, Is it normal for a 250mb speed to go down to 14mb just because of congestion or does it seem like there something wrong? Is there a way to speak to someone more technical at 3?

Anyone lse getting the problem? It happened after recent works..

[Maxine]

Thanks for checking that, Beckbeck. 

It's not normal for speeds to dramatically drop like that. We do need to check what's going on and run some tests, our Customer Support Team can certainly clarify any issues happening and what the next steps for you are. 

Maxine