John Lewis - No Support Offered

Lynsi

Apologies in advance as I'm not tech savvy. Broadband contract is with John Lewis and expires in August. Recently experienced very slow internet speeds ranging between Download 0.08 - 0.16, Upload 0.05 and Ping latency between 13154 and 24562. Router is supplied by John Lewis.
Adviser checked my line and said speeds were very good. He took me through changing the channels and downloaded the WIFI Analyzer app, however still no improvement in speed. Then stated that I need a dual band router as my neighbours internet is affecting speed and has nothing to do with them. He said that as I am nearing the end of my contract they would not provide a dual band router unless I signed up for a new contract. Then said I could not switch providers without incurring a penalty as the speeds into my property were fine.
I cannot cope with such slow speed for the next two months so is my only option to buy a dual band router, if so can you recommended any that are easy to set up? Use internet for social use only and watching catch up, Now TV and Amazon Prime.

jb66

You need to do a wired speed test, if your getting bad speeds wired then its not your routers wifi at fault

JJ_Egan

JL broadband is just a resold product,
I would factory reset router first.


Stand next to router and run a speed test over wifi .


If you move at the end of contract pick an ISP with a decent router over wifi .


You could leave now and pay JL the remaining two months if thats your contract ( double check )

Lynsi

Thank you, I wired router and re-ran speed test - Download 0.32, Upload 0.11 Ping Latency 9041.
Factory reset router with wired router with following speeds - Download 6.8, Upload 0.77 Ping latency 913.
Still no discernible improvement in speed though.

brewerdave

Lynsi wrote: »

Thank you, I wired router and re-ran speed test - Download 0.32, Upload 0.11 Ping Latency 9041.
Factory reset router with wired router with following speeds - Download 6.8, Upload 0.77 Ping latency 913.
Still no discernible improvement in speed though.

Now that you have reset router and its synching at a higher speed, it'll take a while for your internet profile to "catch up" and give you actual speed improvements.

prowla

A lot of the BB suppliers routers Wi-Fi is not very good.


I've got Virgin 200 Mb, but the Wi-Fi is pretty mediocre.

pearl123

Get back to them and complain. You might get through to someone who is more helpful.

JJ_Egan

Download 0.32>>>Download 6.8,

Thats a big jump .
Did JS / TT give you an indication of the speed they measured ?? Or the speed you are supposed to get .

Lynsi

Service and speeds are much improved now, thank you for all your help. The estimated line speed JL quote is between 3Mbps to 8Mbps and the test they did was just over 6.
Certainly won't be renewing with them in August as they weren't prepared to do anything just because I had two months left on my contract.
Thank you so much for all your advice, this forum will be the first place I'll go to in future.

JJ_Egan

3- 8 means you have a bad line from the cabinet more than likely .

onomatopoeia99

JJ_Egan wrote: »

3- 8 means you have a bad line from the cabinet more than likely .

Or are on an ADSL Max based product.