I am new here. I have used forums before, mainly to solve problems, reaching out to people with more experience than me on the particular subject.
I was with Plusnet on Fibre for about 2 years. I could reach DL speeds of 65-70Mbps (recorded over WiFi with Speednet) with relatively low pings ~10-15ms as well (my son, playing PS4, loved it).
When it came to renew, around a month ago, I realised they were going to increase the fee, so I started looking elsewhere.
The choice was between Sky, Vodafone or Talk Talk. Out it came Origin Broadband, out of the blue, from one of the comparison sites.
Their sales people were responding quite fast and I saw they were rated high in some reviewing sites.
I went for the Origin Max Fibre, where I was expecting comparative speeds, both DL and UL and ping latencies to what I was getting with Plusnet.
I ordered also an expensive router (ASUS DSL-AC68U) from them, thinking ahead of time, after the 18 months period, when I could re-use the router without being locked to the provider (for instance Plusnet's free router cannot be used with any other provider, as it is locked to them).
I got the router two or three days before the D-day, so I tried pluggin the router even while with Plusnet, to see if it was working (it did, though I did not manage to achieve the similar speeds I could get with my cheapo Plusnet router.
I thought this was due to the end of the service, they were winding down....?!
The first week with Origin was so & so. High latency figures (in the 50-60ms), low DL speeds, close to 40Mb, frequent dropouts.
As I work away from home, I could only check the speeds at the end of the week, so I mastered a way to monitor the speeds regularly, even when I was away, providing the line was up and running. I connected a raspberry pi (with home assistant running on it) via LAN into the router, and interrogated Speednet-CLI every 10 minutes with a python script, recorded the speeds (DL and UL) and stored them into an InfluxDB database, which I can display with InfluxDB viewer very easily and even remotely.
Talking of bad news. I had no internet at all for one day and repeating drop-outs in the middle of several nights (I have a server, which I would like to run with a static IP address, which Origin provides me with, but with dropouts it is difficult to get continuity of service - this server, running on a Synology NAS, tells me when there is a dropout and when the line comes back up - So I know exactly when the Broadband line drops out).
I thought I would leave it for the first couple of weeks to settle things down, given the new service. Though I don;t quite understand why that should be.
The frequency of the dropouts, once every night, more or less, and the fact that the router did not go back online quickly (I had to manually turn it back on after turning it off with the button), made me start thinking the router was at fault.
I contacted Origin several times, I know pretty much the names of all of the technical guys there. Some are friendly and helpful, Do not ask to talk to Adam or Tim. They are the worse ones.
Anyways, as I had not been sent a cheap router, as well as the expensive one (£150) I bought from Origin, I could not try if the router was indeed faulty.
After having a rather stable period for 1 and half week, reaching though a max speed of 50Mbps (peak) DL and 18-19Mbps UL, I had 3 dropouts in the middle of the night, 3 nights in a row, while I was away.
I had instructed my son to restart the router, to get things going.
This was the last straw. I bought a cheap TP-Link router, phoned Origin, who were still sorting things out with OR, apparently, but they never contact me, to update me on the progress or even check if things are going well at my end, unless I call them for problems.
Since I connected the new router, things are going better, no dropouts
The DL speeds jumped up from 40-50Mbps which the old router recorded (though I had constant dropouts) to 59-62Mbps, with pings of 10-20ms.
I still record high line attenuation, I think.
Current Rate (Kbps) 19000 59998
Max Rate (Kbps) 24320 61439
SNR Margin (dB) 9.1 6.4
Line Attenuation (dB) 20.5 9.9
Errors (Pkts) 0 0
Despite the good news on the stability front, I am still unhappy about the max speed I can achieve with Origin. (only 55Mbps DL over WiFi on a good run, compared to the 65-70Mbps I reached with Plusnet)
I am about to agree with Origin to send the router back and get the cost of it refunded (the technical manager said over the phone they are happy to do that, but I will not send the router until someone will send me an email or something in writing to confirm they will pay for the router).
- Can someone advice me on what steps (technical, political,...) I can take with Origin to have them agree that there could be a fault of some sort, that does not let me reach the high speeds i was getting with Plusnet?
- Is it possible that the DL speed dropped so much when going from a Fibre supplier to another one? Isn't the copper, alluminium, etc.. the same from before? Isn;t the distance from the cabinet the same as it was before? What has changed? How can I tell?
I am getting nowhere when phoning Origin. It feels, whenever I phone, that I am wasting their time ("Ah, I can see the file, wow, this is going to tak e a long time!!!", and this after 3-35 minutes of waiting on a musical line), whereas I only want to get back to where I was before, one month and a bit in the service, and a lot of hours spent tweaking something that should come already tweaked.
I'd appreciate some thoughts on how I can go about approaching this, and if I should live with the current situation, accepting the technical issue has finally been resolved by replacing the router? Or if I should escalate the matter because I cannot achieve the same speed I could achieve with Plusnet?
Edited by gigio68 (Tue 19-Nov-19 00:50:29)