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Slow FTTP: Difference between revisions
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→Things to be aware of
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*CityFibre 1Gb/s = '''70Mb/s'''
*BT 1Gb/s ='''195Mb/s'''
Whilst we would expect to see our customers get near the full line rate, this is not guaranteed, and can be complex and long-winded to resolve if the cause of the low speed is due to the back-haul network and the speeds observed are within specification.
In short, we, and our suppliers are within their right to say a 1Gb/s service is working to acceptable standards if the observed throughput is above the figures above. The service is working within the acceptable range. so, contractually, a 1Gb/s service running at 200Mb/s is not a fault. More info about these rates on: https://www.aa.net.uk/broadband/fttp-speeds/
That said, in practice, we would expect to see our customers get the near full line rate. Just bear in mind the service being purchased does have levels of acceptable speeds.
===SLA===
We will try our best but faults where a customer has had previous problems with an ISP, or ISPs, and has moved to us and still has the same problem can take a much longer time to fix, and in some cases it may not be possible - especially if the speed is above the committed rate and all avenues of investigation have been exhausted.
==Working with us, not against us==
At A&A we do work hard on diagnosing and fixing faults for and with our customers. A slow fibre fault is not always easy to fix - there are many places that could cause slow downs and a fault is not always clear.
We do need cooperation from our customers in running tests, swapping things around and so on. These tests may need to be repeated at different times of day and after a change has been made. This can seem like a waste of time, but this testing and cooperation is needed and is appreciated.
On the other hand, we will work with our suppliers - BT/CityFibre etc, and we do and will escalate and chase for updates. We will also push back if they ask us to do things that are clearly not going to help.
=Investigating the cause of slow FTTP (getting practical)=
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