Skip to main content

I recently managed to get a fiber connection activated at my apartment, but the speed is limited to 100mbps instead of the advertised gigabit. The router page shows that it’s not an issue with the cables, so I am wondering if there’s something wrong on the account/subscriptions side.

When I look at the website to check my subscription status it says that it’s still awaiting installation. 

I tried calling support, but was told they had to transfer me to the technical department. When the technical department picked up, they wouldn’t/couldn’t speak English (I did select English when calling initially) and ended the call.

Could you advise or sort this situation out? It’s quite frustrating to have gone through a month of installation issues only to end up with 10% of the advertised product. 

Thanks in advance!
 

Hello ​@gulfon 

Did you do the installation yourself? It looks like the installation is not completed according to Odido and that could be the reason.

Normally the Guidion technician completes your order.

Hi ​@Waqqas ,

 

Installation was completed by a Guidion technician, who then was unable to get it working, requiring a KPN Network visit. Now it’s functional, but limited in speed.

​@gulfon 

Once the Guidion technician finishes the installation than he gives a signal to Odido and that's probably not done.

​@Waqqas Well, that could be the reason. I am mostly interested in a potential remedy, since so far the support hotline either offered no solution or simply hung up. 

Thanks for help in figuring it out. 

Hi ​@gulfon, welcome to our Community!

It is good to read that ​@Waqqas has already helped you a lot. I see that the modem and media converter have been on for a long time. Would you mind doing a full Powerflip?

Powerflip
1.    Disconnect the modem and media converter/ONT.
2.    Wait at least 10 seconds.
o Reconnect the Media Converter/ONT and allow it to boot for 30 seconds. Then reconnect the modem to the power supply.
3.    Plug the modem back in and allow it to boot completely.
4.    Check that the connection is stable.

I don't see any wired devices connected at the moment, is this correct?

 

​@gulfon 

Replacing the cable between ONT and router can also be tried.

Looking at the diagram I provided, it’s not a cable issue, nor is it a router restart issue.
 

There’s a lan device connected at the full capacity, and the WAN connection from fibre box to router shows that there’s no cable based bottle neck. Wi-fi connections do not offer anything close to the suggested 1gbit speed either, everything capping at 100 mbit.

 

Well in other news, now there’s no longer an active fibre connection - again - so I guess I’m back to having to get unlimited data vouchers from tech support and praying that I even get any connection. Terrible.

Reageer


ForumvoorwaardenCookie instellingen