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Slow speed for Fibre BroadBand 1gbps

Valued Commentator

Slow speed for Fibre BroadBand 1gbps

Hi,

Recently I just re-contracted my fibre broadband to 1gbps plan and I noticed that the speed i'm getting is only 180++mbps. Could you please look into this?

 

Regards,

Jason

 

Screenshots attached.

 

Screen Shot 2017-12-30 at 12.23.14 AM.png

 

 

 

19 REPLIES 19
Grand Guru

Re: Slow speed for Fibre BroadBand 1gbps

Hi,

 

Are you informed when they will do the switch to upgrade your speed.

 

First do power off both the ONT and Router.

Then power on the ONT only.

Wait for 1 minutes or the PON indicator green stable, then power on the Router.

Wait for 2 minutes or more before using and do speedtest.

 

If the above still do not resolve the speed.

 

Do contact 1633 directly to Broadband Tech support line, not cs.

Inform the staff that you have upgrade your fibre broadband plan.

And you are having a low connection speed.

They will able to see your connection at their end.

Follow their instruction or request for to Refresh your IP.

 

IP Addresses are group according to the plans.

Take note on the IP currently and monitor it.

 

 

 

i am not starhub staff.

Senior Contributor

Re: Slow speed for Fibre BroadBand 1gbps

Hi Starhub Customer Service

 

I suggest that the technician of Starhub who fix the router at our home should check and certify the speed of the broadband. This will avoid complication for those who are not familiar with the setting of the broadband. This is more proactive than waiting for the customers to complain fo their problems after the setup.

 

Thanks

Joseph

Community Manager

Re: Slow speed for Fibre BroadBand 1gbps

Hi Jason and Joseph, please send me a private massage with your name, NRIC/FIN, contact number and email address so that I can get in touch and assist you further. Thank you - Josephine

Grand Guru

Re: Slow speed for Fibre BroadBand 1gbps

Hi,

 

As far as i encountered.

 

When the technician come to do installation & setup on ONT & Router.

The technician using his laptop and connect a lan cable to check n test the connection.

By means of speedtest.

 

He did show me the result on his laptop as confirmation on my subscribed plan.

This has been going for years.

And i myself will do the speedtest on my laptop before he leave.

 

Hence it is best to be around when the technician is doing the setup.

 

This is part of their role in ensuring everything is done accordingly.

 

 

I am not starhub staff.

Senior Contributor

Re: Slow speed for Fibre BroadBand 1gbps

Hi Eric

 

You have a very good technician who came to service you at your home. My technician told me that the changes (new plan) was not yet activated until after another 24 hours. Therefore you can only check the upgraded speed after 24 hours (the next day). 

 

It seems that there is a lack of control in this area and customers are not aware of what the technician should be doing and checking when they come to your house to install the broadband. This cause a lot of problems and wasting of time and resources to both Starhub and to the customers.

 

Hope that Starhub can implement a good system of control in this area since it is a frequent problem encountered.

 

Thanks

Valued Commentator

Re: Slow speed for Fibre BroadBand 1gbps

Hi Joseph,


My case is the same as you. I was told that the new plan will not be activated after 24 hours and he told me to check the speed the next day. 

 

I just did another speed test and it's about 400mbps now. But I'm subscribing to 1gbps.

 

Screen Shot 2017-12-30 at 5.05.14 PM.png

 

Hope Starhub can find out the problem and solve it soon.

 

Regards,

Jason Lim

Grand Guru

Re: Slow speed for Fibre BroadBand 1gbps

Hi  Joseph,

 

Yes you can say i am very lucky.

Even the Sales staff did the upgrade immediately upon signed the contract.

It took him 2 hours to do paperwork and contacting the other dept to do it immediately.

That is while actually i was doing mobile recontract when he sold me an upgrade homehub plan.

I left him after he said it was done, as no need to wait till selected time period to do so.

 

 

Do PM the staff to assist you.

 

 

Regards,

Eric.

Senior Contributor

Re: Slow speed for Fibre BroadBand 1gbps

Hi Eric

 

Good for you. Hope that Starhub will implement some kind of tragetted benchmarking for the service personnel. 

 

Regards

Joseph

Respected Advisor

Re: Slow speed for Fibre BroadBand 1gbps

Odd who was the staff who called me asking about my slow speed and suggest alternative. and I told him about the 2 instant where my internet wifi was unstable and I get over 300 on speedtest but now back to 200 or less. So what was the finding? he never get back to me. It's a chinese starhub staff. who was he?

What's the outcome?