Mobile Broadband - Download Speed issue in Dublin 1

[MrNice1979]

Hi,

Download speed in Dublin 1 area, Summerhill is super slow, not even getting 3 Mbps. It used to be over 50Mbps in peak times. Your support is telling that there is a site partially down in Summerhill and this already is going on for over 2 weeks. Any indication when this is going to be back to normal?

Thanks

[Three_Deborah]

@MrNice1979 Hi there, we do try to have masts up and running as quickly as possible, however, time to time factors outside our control can delay this 😞 When you were talking to our support team, did they mention what was being worked on or if a "part" was being waited for? 

[MrNice1979]

Hi Deborah, 

Thanks for getting back on this issue. I was told that site in 72A Summerhill is partially down and that engineers are working on it. Would you be able to find out more from your side. 

The mast is basically visible from my window and my speeds were over 150Mbs prior this issue outside peak times and during peak time never went under 50Mbps. Router is Huawei B535 and still has full bar 4G connection.

Thanks 

[Three_Deborah]

@MrNice1979 I can't promise that I'd be able to find out more than our support team, but I'll try my best. It's probably one of those "outside our control" factors or that the root cause of the fault is proving more complex and requires equipment to be imported. Will you pop me a PM ( when your rank changes) with your broadband account details. The reason being, is that I'd like to make sure that it is that mast you tend to connect to, and if there is another mast that you can connect to in the mean time .

[Three_Deborah]

@MrNice1979 so, as you know the mast in your area is not running at full capacity, this is because there is a fault with the 4G equipment but  I've got some good news for you 😊  all going well, we'll have a team out there in the next day or two to fully investigate and repair the fault. After equipment is replaced it can take a full 24 hours for the ramp up. I'll pop back to you tomorrow before we wrap up for the weekend. Just to check in with you. 👍

[MrNice1979]

Hi Deborah,

Thanks so much for following on this. At least now we know that there is an issue with the equipment. I am confident that after they replace the faulty equipment speeds will be back to normal  🙂

[Three_Deborah]

 @MrNice1979 popping back to you as promised. I've received news that the faulty part has been replaced and so far the ramp up is going well . So can you restart your router and give it a few moments to reconnect to the nearest mast?  Please let me know how you get on 👍

[MrNice1979 · Accepted solution]

Just did what you suggested and speed is back like it was few weeks ago 🙂 Thanks Deborah so much sticking with this and informing on the all progress so far. I am super impressed 🙂 Have a nice weekend. Cheers!

[Three_Deborah]

@MrNice1979 Awh delighted to hear that and I hope you had a great weekend!