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Respected Commentator

 • 

6 Messages

Sun, Jul 5, 2020 4:00 AM

Serious Slowness in new EA8100 - very slow - 1000Mbps

Team,

 

I have subscribed to following Plan last Dec 2019.

 

1000Mbps Fibre Broadband - New HomeHub Plus

 

Recently it was good and subsequently Feb onwards,  I had observed serious slowness in the day time.. Initially I thought its due to many users logged in the pipe due to Covid situation around Feb/Mar.. Later on till date, I can see every single basic work (Zoom, Mail ) seem to be very slow.  I cant even get thro neither Whatsapp audio call nor any office VoIP call.  Quality seem to be detoriating every other day.  I have not made any change to the configuration since the installation. 

 

 

Took snapshot of the speedtest across different timeline for your expert guidance.

 

 

Testing Time:15:6 29 May 2020
Client IP Address:101.127.63.235
Client OS:Mac OS X
Client Browser:Firefox
Ping 4 ms
Download 6.87 Mbps
Upload 19.55 Mbps


2nd Test :

Testing Time:15:8 29 May 2020
Client IP Address:101.127.63.235
Client OS:Mac OS X
Client Browser:Firefox
Ping 701 ms
Download Fail Mbps
Upload 0.31 Mbps

Testing Time:15:13 29 May 2020
Client IP Address:101.127.63.235
Client OS:Mac OS X
Client Browser:Firefox
Ping 1039 ms
Download Fail Mbps
Upload 0.33 Mbps

 

 

Testing Time:19:7 5 Jul 2020
Client IP Address:101.127.63.235
Client OS:Mac OS X
Client Browser:Firefox
Ping 9 ms
Download Fail Mbps
Upload 5.88 Mbps

 

Testing Time:19:23 5 Jul 2020
Client IP Address:101.127.63.235
Client OS:Mac OS X
Client Browser:Firefox
Ping 28 ms
Download Fail Mbps
Upload 8.00 Mbps

 

 

 

Let me know if there are any suggestions or should I log ticket with Starhub Helpdesk for the same.

 

====

 

Responses

Carla_P

Moderator

 • 

2K Messages

 • 

316 Points

4 months ago

Hi @sainats, sorry for the inconvenience caused. Please try to reboot the Optical Network Terminal (ONT) and the router to refresh the internet connection. Aside from restarting your ONT, have you tested your connection using a LAN cable to your laptop? Additionally, please also try to move your wireless router location and antenna positioning.

 

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

Respected Commentator

 • 

6 Messages

3 months ago

Carla,

 

Reboot the Router and ONT - No big improvement. 

 

I am using Mac Book and unable to test via LAN Cable.

 

Tried to take out the Wireless Router from the Cabinet and placed it on top of the table in the Living Room and made the Antenna positioning as below.

 

20200706_111905.jpg

 

Respected Commentator

 • 

6 Messages

3 months ago

Router Placed in new location (Living hall with Antenna positionedRouter Placed in new location (Living hall with Antenna positioned

Carla_P

Moderator

 • 

2K Messages

 • 

316 Points

3 months ago

Hi @sainats, we need to refer you to our Customer Care Support Team on Facebook or Twitter for further technical assistance and so that we can log a case. Sorry for the inconvenience caused.

 

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

Respected Commentator

 • 

6 Messages

a month ago

Team,

 

Called Customer care again.. they told me its due to wifi dead zone.

 

Tried all the avenues to triage.. no improvement to my 2 study rooms.

 

Recommended to buy TP Link Wifi Range Extender.. 

 

It only gives me only small relief.. Still it slow.

 

Now after research, I thought of buying WIFI Mesh - TP Link Deco M5 2 PACK.

 

Deadzones are in 2 Rooms. So, do I need to replace EA8100 router with 1 unit and place 2nd unit in one of the room (OR) Keep router in living hall and extend the 2 packs one in each room ? I need to decide 2-3 packs for me as I am not getting any right  solution.

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