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Hi, my internet speed went from 35-50mb/s to a few kb/s.

So I’ve called two or three times at tech service to have a solution, I called for the first time almost one month ago and I was told the problem would be solved in the next two days, however it did not. Last time I called I was roughly attended by someone and left alone so I could speak with the void.

Which pisses me off a little bit.

I need a solution please, I paid for internet service and not to be mocked on the customer service hotline or wait for a month or two until I might have a solution. 

Thanks and kind regards.

Hello @3dfer,

there are many possible reasons why an internet connection is not as fast as you expect it to be. To help you further could you specify what router are you using and if you are connected to it via a LAN cable or via WiFi?

Do you recieve the same speed over the whole day? Or are there times where the speed is higher? 

Is it a cable based connection like fpor example DSL? If yes, please have a look at the web GUI of the router and look if it shows more details regarding the conenction.

In case you are using a mobile network solution please also have a look at our livecheck. There you can see if there are any known issues with the mobile network in the vicinity.

Regards,

Lars

 

It is the Homespot 4g version (the one that comes with the homespot M pack), it’s connected via wifi to my cell and Lan cable to my computer.


My speed is low all the day.

 

It cannot be DSL due to the nature of the device

 

Livecheck has been suggested me several times, it says there are incidencies, which have not been solved during more than a month despite being said it would take two days. 

 

 



I don’t like to reach the point where I complain because I’m pissed, but I am, since I am paying for a service I don’t have, I pay for 50Mb not 1.6, and less to be lied or mocked during a call.

So please, someone help me to get a solution, otherwise i’ll cancel the contract and find another provider.

Hello @3dfer,

I had a look into this. on the given address there are sveral antennas that unfortunately show some signs of heavy usage. This may result in a slower internet connection in peak hours.

Addiotinally the UMTS frequencies on these antennas will be used for LTE services shortly. It is possible that the speed will be back to normal as soon as these frequencies have been assigned to the LTE technology, unfotunately is that something we can not promiise.

Unfortunately we can not really provide a solution for this here in our community, as of today all I can suggest is to wait until the transofmration from UMTS to LTE has been ended in this area :-/

Regards,

Lars

 

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