Terrible home BB speeds, latency and packet loss - London

[Matt-3AC]

Hi,

I have an outdoor 5G router, great signal, eero 6 and ethernet to my computer. Right now measuring 12MB down, 20 up and 44/200/70 pings with 9% package loss.

Over the past 4 weeks since I took the outdoor router, some days I have measured 600MB down and 100 up although wildly variable latency and package loss, and then later on the same day 50 down 10 Up, as well as everything in between.

In real usage with geforce now am seeing endless cycles between 10MBit and 50MBit, high package loss and high, variable latency.

I have had 1 or 2 days of stability and usability.

I have chatted with tech support several times, apparently there is some issue in my area, no idea when it will be fixed or how long its been going on (web says "my area is prone to heavy usage" now). Pretty disappointing first 30 days, regretting the 2 year contract. Clearly not the performance I was expecting or am paying for.

[MichaelP]

Hey @Matt-3AC,

Really sorry to hear you've been having these issues with your 5G router. 

Have you found that the instability has remained over the past week? If so, please connect with our Home Broadband support team so discuss options for your contract.

Thanks,
Michael

[Matt-3AC]

Hi, I've been in touch with the Home Broadband team multiple times over the past 3 weeks now. Each time I contact them I have a different answer.

1. Local issue will be resolved in 7 days
2. A few days later I called back, antenna issue will take 28 days to solve
3. Same day (I called back for a second opinion), I can see it is a local issue, please allow us 7 days and we will send you an SMS
4. 9 days later (yesterday) ah we will connect you to the technical team (I thought I had already been connected previously!) according to our checks there are some changes we need to do on your device... after 45 min holding and checking in, can we call you back tomorrow, please be at home.
5. Today, leave work early, to be at home, 20 min on the call... the team will change some settings on the router. Please wait 30 min then switch it on and off again. 
6. 45 min later.... switch it off/on... Exactly the same issue. Call them back... "Technical" team, tell me "I can see in your area is heavy traffic sometimes" I point out that the same info is available on the three website, "Also coverage is only fair"... I also point out that this on the website but actually outdoor is good. Where my router is. I also had 3 weeks of 5G signal at 90%, for the last 3 weeks its 4G at 30%... BTW I can see the Antenna it is a few hundred meters from my house, also saw it in the three shop on the map when I took out the contract. Please allow us 28 days to resolve the issue...

Is there actually a tech support team?