Beantwoord

Variable internet speeds since last week

  • 23 July 2021
  • 10 reacties
  • 84 keer bekeken
V
Rank

Hi,

I am using the KPN for long time and the speed of the internet is 100 Mbps, until last week the internet speed was good.

Starting from this week there are problems with the internet speed, sometimes the speed is good and sometime it is poor and some times it very poor.

I have tested the internet speed and the results are as follows:

 https://kpn-itns.speedtestcustom.com/result/ded2d910-eb3b-11eb-83cc-3b6d6f6bbd12

https://kpn-itns.speedtestcustom.com/result/a504ea60-eb3c-11eb-83cc-3b6d6f6bbd12

When I called customer service, they informed me to buy Wi-Fi booster, I don’t understand, how it was working fine until last week and problems pop’s starting from this weeks and what is need to buy the Wi-Fi booster.

I have tested near and far from the Router the same problem persists, Please look into the issue and provide a solution

Regards,

V Sekar

 

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Beste antwoord door Thomas van KPN 27 July 2021, 14:32

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10 reacties

Thomas van KPN
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Hi @V Sekar, welcome to our forum!
From your message I'm assuming you're experiencing this issue over Wifi. Have you tried our online wifimanager application? This should help you get the most out of your wireless connection.
I'm afraid Wifi will always be subject to changes in your enviroment such as other nearby Wifi networks

You can find more information about this in this topic:

 

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V
Rank

Hi Thomas,

Thanks for the update.  I have tried the Wi-Fi Manager and it did not resolve the problem, I called the customer care where I was put on-hold for more than 30 minutes without a reply and solution.  Please note, it is a fiber optics 100 Mpbs connection and the speed is good sometime, Poor and very Poor sometime, please provide a solution

Regards,

Vadivel Sekar

Thomas van KPN
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Reputatie 7
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The type of connection should not matter, the problem here is with the wifi connection between our modem and your devices.

I see the wifimanager offered you two SuperWifipunten at a discounted price, this might help with your connection.
Did you also follow the Wifi verbeteren steps?

If that won't solve the problem I think my colleagues on 0800-0402 really would be the quickest way to take a look at how to solve this problem.

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Thomas van KPN
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@V Sekar I see you spoke my colleagues at 0800-0402 and they made a ticket for you. That ticket is currently waiting for your input, you received a text message and E-mail with a direct number and access code to reach our specialists.

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V
Rank

@Thomas I have spoken to one of your colleague and a mechanic visit is planned for tomorrow. I will describe the issue and findings, when connected to two or three devices such as Internet TV and Laptop, the speed is poor or very poor, please note the one is direct ethernet connection and another is Wi-Fi which is tooin very close range. 

In evenings even the direct connection is very poor such only the internet TV is connected and it hangs very often between 18.00 and 21.30

Since the connection speed is 100 Mpbs and fiber optics, I expect a stable connection, Kindly provide a solution

Regards,

V Sekar

Thomas van KPN
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Reputatie 7
Badge +20

The plan is that the mechanic can solve this issue today!
This is not something I can fix remotely.

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V
Rank

@Thomas The Mechanic has visited and did the below improvements.

Details:

  • Replaced the Ethernet cable which was broken in one end
  • Increased the frequency of routerfrom 2.4 Hz to 5.0 Hz

The speed has improved a little bit but the variable internet speed issue is still present, the speed is dropping to 30-40 Mpbs at certain times of the day

Speed Test result:

https://kpn-itns.speedtestcustom.com/result/87303f50-f535-11eb-8217-ad6bba6c59de

Kindly look into the issue and provide a stable internet connection

Regards,

V Sekar

 

 

 

 

Thomas van KPN
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Reputatie 7
Badge +20

Are you getting those speeds on Wifi or with a wired connection?

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V
Rank

@Thomas The slow speed is occurring both in Wired and Wi-Fi connections

 

Regards,

Vadivel Sekar

Thomas van KPN
Rank
Reputatie 7
Badge +20

Ah thanks. I have updated the ticket. My colleagues will contact you about this.

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