Hi all, I’m an existing NovaTel broadband user in MK12 5PJ. Over the past week my fibre broadband speed has dropped from over 150 Mbps consistently down to around 30 Mbps. I’ve rebooted the router multiple times and checked cables but no improvement. Is anyone else experiencing similar issues recently or is it just me? Any ideas what might be causing this? Really frustrating as I rely on it for work and video calls.
Hi Darren, thanks for reaching out and sorry to hear about the speed drop. We’re not currently aware of wide outages in your area but I can check your line status and run diagnostics. Could you please confirm the model of your router and whether you’re wired or Wi-Fi connected when testing the speed?
Thanks for the quick response. I’m using the NovaTel UltraFibre Hub 3 router and usually test wired with an Ethernet cable. The device is a PC with a gigabit network card. Speeds on Wi-Fi are even worse, around 15-20 Mbps.
Got it, thanks for that info. I ran line tests and see some errors on the connection indicating a possible line fault. I’ll raise a ticket with our engineering team to investigate further. They might need to arrange a visit if the fault can’t be fixed remotely. We’ll keep you updated here.
Thanks, but I really can’t afford downtime or slow speeds right now. Is there any chance of a replacement router or temporary boost? My work depends on reliable internet and this is unacceptable timing.
Completely understand, Darren. At this stage, the issue looks linked to the external line but I’ve logged your concerns to prioritise the fault ticket. Unfortunately, we can’t send a replacement router just yet as tests indicate the current one is functioning normally. We appreciate your patience as we investigate.
We’ve escalated your case to the fault repairs team with high priority. They’ll contact you directly for any required appointments or updates. If speeds get worse or you experience a complete outage, please let us know immediately. Thanks for your understanding.
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