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Standard User McHaggis69
(newbie) Sat 01-Dec-18 21:05:29
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speed - AGAIN

[link to this post]
so after reporting I was getting around 400Mb download speeds on my 1,000Mb connection (uploads are fine), your support staff have been tinkering with my router settings apparently and have managed to get me down to sub 100Mb download speed tonight... well done.

My norm is around 850 down and 950 up.

EVERY TIME you do some planned maintenance, my connection gets shafted one way or another...

Whats worse is the circus you put me through EVERY time asking me to confirm my hardware and software settings - even my choice of browser (as if that affects download speed) and CPU load. What a joke. This is my 3rd loss of speed or total loss of connection in as many months. You folks really need to work on your own service provision.
Standard User McHaggis69
(newbie) Sun 02-Dec-18 08:33:28
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Re: speed - AGAIN

[re: McHaggis69] [link to this post]
Sunday morning 8am and download speed has gone back up to 738Mb which is just about acceptable.

I'm guessing now, since the speed drops off a cliff later in the evening, that this may be a contention issue?

could that be the problem?

My development has around 250 apartments. Not sure how many took up the connection with H/O but lets say half, given the broadband provision beforehand was appalling... so maybe 125 or so users all at once streaming movies, TV etc...
Standard User baby_frogmella
(knowledge is power) Sun 02-Dec-18 11:02:57
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Re: speed - AGAIN

[re: McHaggis69] [link to this post]
It definitely sounds like congestion/contention which would be more noticeable on the higher end 1 Gig service such as yours. Have you reported this to Hyperoptic? Will be interesting to see if they admit they have capacity issues or whether they they refuse to admit this point blank. Just be aware that in some cases (especially in London) they use Openreach leased fibre so perhaps they haven't purchased enough bandwidth from OR for fibre to your block.

FluidOne FTTPoD 330/30 Mbps
Netgear XR700 running DumaOS

Edited by baby_frogmella (Sun 02-Dec-18 11:04:05)

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Standard User blueacid
(experienced) Mon 03-Dec-18 12:45:20
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Re: speed - AGAIN

[re: McHaggis69] [link to this post]
Which city are you located in, out of interest?

Also, in their defense, I've noticed that Chrome does post slower speedtest results than Safari on my macbook pro, so asking for the choice of browser isn't such a bad thing.
Standard User McHaggis69
(newbie) Mon 03-Dec-18 21:09:17
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Re: speed - AGAIN

[re: blueacid] [link to this post]
back to sub-100Mb this evening.

Not quite as bad as Sunday when it dropped to less than 5Mb on a 1,000Mb connection for a time.

I'm in Edinburgh.

H-O have escalated to try and find out what is going on.

Historically, the only issues I've had with them have been traced back to me having a £5per month fixed IP. There's only a handful of us in our development that have a fixed IP and we are always the users who seem to suffer.

When I came in from work, the download speed was about 500Mb, now later in the evening its back to around 70Mb.
Standard User McHaggis69
(newbie) Mon 03-Dec-18 21:26:26
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Re: speed - AGAIN

[re: McHaggis69] [link to this post]
I don't know enough about routing, but from a traceroute I copied from you on a previous thread, it seems I am routing through new york again?

traceroute to (, 64 hops max, 72 byte packets
1 ( 1.283 ms 0.311 ms 0.279 ms
2 (myfixedIP) 2.391 ms 2.512 ms 2.303 ms
3 ( 1.832 ms 1.417 ms 1.291 ms
4 ( 1.689 ms 6.708 ms 1.646 ms
5 ( 7.943 ms 7.376 ms 8.264 ms
6 ( 7.751 ms 7.247 ms 6.959 ms
7 ( 20.824 ms 12.379 ms 9.837 ms
8 ( 8.674 ms 8.834 ms 8.729 ms
9 ( 22.101 ms 20.554 ms 20.529 ms
10 ( 26.592 ms 23.898 ms 23.929 ms
11 * * *
12 * * *
13 ( 92.349 ms 97.064 ms 102.454 ms
14 ( 93.547 ms 105.913 ms 95.296 ms
15 ( 83.749 ms 82.364 ms 83.035 ms
16 ( 82.505 ms 83.027 ms 83.131 ms

I'd be grateful if you could cast your expert eye on that and see if it looks crazy?
Administrator MrSaffron
(staff) Mon 03-Dec-18 22:25:27
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Re: speed - AGAIN

[re: McHaggis69] [link to this post]
Why a traceroute to Netflix that may well be a US based service for some things.

What route does a trace route to say go?

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User blueacid
(experienced) Tue 04-Dec-18 16:51:20
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Re: speed - AGAIN

[re: MrSaffron] [link to this post]
For the purpose of comparison, when mchaggis posts his, here's mine from Manchester:

traceroute: Warning: has multiple addresses; using
traceroute to (, 64 hops max, 52 byte packets
1 opnsense.(domain) ( 2.421 ms 0.418 ms 0.278 ms
2 (snip) 4.960 ms 5.359 ms 4.624 ms
3 ( 2.465 ms 1.610 ms 1.485 ms
4 ( 2.285 ms 2.184 ms 1.550 ms
5 ( 1.460 ms ( 1.529 ms 2.514 ms
6 ( 1.667 ms ( 1.164 ms 1.195 ms
7 ( 1.415 ms 7.962 ms 1.063 ms
8 ( 17.984 ms 7.962 ms 7.668 ms
9 ( 8.144 ms 8.055 ms 8.153 ms
10 ( 9.558 ms 8.191 ms 8.238 ms
11 ( 8.331 ms 8.978 ms 8.374 ms
12 ( 8.108 ms 8.197 ms 8.060 ms
13 ( 22.462 ms 8.536 ms 8.435 ms
14 * * *
15 * * *
16 * * *
17 *^C
Standard User blueacid
(experienced) Tue 04-Dec-18 16:55:36
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Re: speed - AGAIN

[re: McHaggis69] [link to this post]
Oh and my results for the trace to are the same as yours from the gtt hops onward.

Of course, Hyperoptic are passing the traffic over to GTT on (in your case) hop 9. So after that it's somewhat out of their hands; it's then up to GTT to find a route for the traffic to that IP.
What i'm not sure about is how Netflix's system works out which cache of their videos is best to send a user to; it could be an issue there.

However, surely the highest bitrate videos from Netflix are "only" 30-40mbit, and for every concurrent device you use, that'll open a separate connection, so it shouldn't really matter?
Standard User redriff
(newbie) Thu 06-Dec-18 11:15:05
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Re: speed - AGAIN

[re: baby_frogmella] [link to this post]
In my part of London, they have been installing their own fibre rather than leasing ones from Openreach, which is what they initially did. I don't know if it's their policy to do this nationwide
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