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Downtime for upgrade fibre broadband from 100mbps to 1gbps

New Commentator

Downtime for upgrade fibre broadband from 100mbps to 1gbps

Hi, 

I signed up for the 1gbps fibre broadband upgrade on 27 Aug, and the sales staff told me there will be a downtime yesterday, and I will need to restart my modem and router. 

 

Hence I tried to do all I can yeaterday evening, from restarting both devices, tried direct connect to my modem instrmeadnof the router, and even changing to the router that comes with this upgrade, and also resetting the router. all the times there's no connection. 

I then called your tech support, who i form me at they are still bridging my connection after the service upgrade, and also promised me a callback once it is done. I check again this morning before going to work, and the router is still showing amber light aka no connection. 

Please help advise how long this downtime is gonna be. 

 

Thanks.

2 REPLIES 2
Alumni (Retired)

Re: Downtime for upgrade fibre broadband from 100mbps to 1gbps

Hi, 

 

Sorry to see you are having a rough experience with your recent broadband installation.

 

Is your connection available now? If no, do PM us your account details so that we can assist to check on this matter.

 

Thank you


Some of my posts are unofficial and may contain personal opinions which may not represent the positions and opinions of StarHub.

If my post answers your question, please click on the "Accept as Solution" button!

Grand Guru

Re: Downtime for upgrade fibre broadband from 100mbps to 1gbps

Hi  @031708k

 

Suggestion to you.

 

Do turn Off the ONT (Fibre optical modem) and router for at least a few hours.

 

 When you do speedtest using Starhub: Your IP Address is next to Home icon.

 

Starhub Local Speedtest

 

Firstly.  Starhub do not use permanent (static) IP Address for customers.

 

This happened when i found my internet speed start to crawl at <10Mbps.

So, i switch off the ONT and router.

Few hours later, when i switch on the ONT & Router, the IP Address had changed.

That is when the internet speed back to normal.

Then i had notice there was a change in IP Address.

This is for the IP Address to change /grab another.

 

This is your decision, as this works for me.

 

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I am not Starhub staff &or related to.