Slow down of EE fiber over time, now apparent limit to ~5Mbps

Question

Hello. So firstly there was another thread of the same nature by the user Disco110 who explained that he is facing an issue with his Fibre service. I would like to report the same issue. I was going to post this thread a few days ago but during the write-up I noticed the connection had somewhat improed itself. It seems to happen mostly in the evenings. I have also tested this service with and without a VPN connection to check if I am running into any throttling (although HTTP should never be throttled). Just for your and XRaySpeX's convinence here are some statistics: Broadband Type Fibre Broadband State Connected Internet State Connected Time Connected 34:56:41 Downstream Rate 39.97 Mbps Upstream Rate 10.00 Mbps (http://i.imgur.com/iweexvq.png)   Operation Data Upstream Downstream Noise Margin 7.0 (dB) 10.9 (dB) Line Attenuation 0.0 (dB) 23.3 (dB) Indicator Name Near End Indicator Far End Indicator Output Power 5.8 (dBm) 12.3 (dBm) Fast Path FEC Correction 0 86 Interleaved Path FEC Correction -- -- Fast Path CRC Error 0 0 Interleaved Path CRC Error -- -- Loss Of Signal Defect 1 0 Fast Path HEC Error STR 0 39149 Interleaved Path HEC Error -- -- Error Seconds 5181 44 (http://i.imgur.com/gSKcmBa.png)  As you can see, the noise margin is currently set at 10.9db which seems far too high. Here is a speed test also  http://i.imgur.com/nVux3vd.png What's interesting is that the upload speed is fine, but the download speed seems to be throttled. I've tried all the usuals, restarting PC, disconnecting ethernet cables, resetting router during daytime for better sync speeds etc. What I can say is the speed is fine during the day and we can hit our 4.5MB/s (megabytes/second) speed just fine, just at night it seems to go back to ADSL mode again. Here is another image taken from the BT speedtest  http://i.imgur.com/pdv6xyI.png And finally one more from the advanced BT checker: http://i.imgur.com/TP9kmSe.png Which is slightly better download wise but seems to stutter alot (it goes up and down a lot). If I have to ring someone up which is the best number to call and how can I avoid the whole "please do this and that" debacle? I've spoken to their customer support a lot and they make you do the run around where I just want them to reset a few things and be on my way.  Thank you.

Answer 1

Respectfully, I signed up for the "Fiber" service as we told numerous times that our connection speed would range from 25-40mbps and this was confirmed by the numerous checkups I did. To a certain degree you are paying for a theoretical speed, however, a reduction on a Fiber service of 92.5% of the sync speed indicates there has to be something wrong with the service.  Most customers (inclduing myself) would be asking questions (hence the thread) if a service you are paying for is suddenly reduced to a crippling state. If they want to provide ADSL level speeds then the price tag should match. To make it clear, I am absolutely fine if the connection is going to remain at this speed during points of the day, however, at the same time I will refuse to pay for Fiber service to only get ADSL when I want to use the connection. If they want to provide me 3mbps then I will pay for 3mbps. If they offer 40mbps I will pay for 40mbps. However, they should only offer services for sale they know are fit for purpose and are not, for some seemingly unknown reason going to suddenly reduce the speed by 90%+. If you can't deliver a solid, stable service then it should not be offered for sale.