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Hi, I’ve subscribed a 1gbit /s option in mid June and I have never experienced any download/upload speed up to the 1GBits promises, or even any speed near to it. The internet connection is stable though, but very very slow (test made just a minute ago on “Speediest by Ookla”:  9.X mb/s for both upload and download).

I’ve tried the different solutions explained on the forum (switching off the modem + fibre optic adaptor  for 15 and 30 min, connecting through WIFI or Ethernet cable directly, switching off all other connected devices...) without much success. Could it come from the cable installed by the Technician (between the Fiber adaptor to the socket in my apartment?

 

For information, I’m located 50m from a big KPN server. 

Thanks in advance for your help, it is really bothering to wait hours to download GBs of data.

SD

Hello @SDNL 

Can you upload a picture of the FTU and mediaconverter both on 1 foto?

Hi @SDNL, welcome to our Community!

To give you the best possible service, we need more information. This information is needed to start an investigation to find out about any problems with the internet connection. 

The instructions for this can be found on our website. 
- If you have a computer with macOS, please check this page: handleiding-snelheidsproblemen-mac-os.pdf (odido.nl)
- If you have a Windows computer, please check this page: handleiding-snelheidsproblemen-windows-10.pdf (odido.nl)
Please follow all the steps carefully, please share the screenshots in the topic instead of to our e-mail. We cannot process an application with missing steps.

 

Hi @Tommie van Odido and thanks for the swift answer! 

Please find attached the requested screenshots.

thank you!

SD

 

Hi @SDNL, thanks for the screenshots. I decided to send a mechanic. You will soon receive a message to schedule an appointment. Would you please provide feedback after the technician has been?

Hi @SDNL, thanks for the screenshots. I decided to send a mechanic. You will soon receive a message to schedule an appointment. Would you please provide feedback after the technician has been?

Hi @Tommie van Odido , a quick update on the status: 

  1. I had 3 different technicians that came to check the status and run some tests, the last one being run by KPN staff. Modem is not faulty, neither the servers connection or the fibre socket. KPN team thought it may be some dust on the optical fibre (which they cleaned), but the internet speed keep variating from 8-9mb to 70mb/s (which is an improvement but far from the 1go/s.) 
  2. However I've tested to replace the ethernet cable installed by Odido/Guidion at installation (the one plug in the fibre socket to the modem) and EUREKA! I finally could reach 800+mb/s in both upload and download. I’ve tried to switch back to the previous ethernet cable, and back to 9mb… switching again to my RJ45: back to 800+mb/s
  3. Good news is… I found the issue. Bad is… I still need a technician to exchange the faulty RJ45 installed by Guidion at my cost (as it is going through the duct from outside my flat to my living room) :)

I’ve contacted Guidion but they cannot send anyone without your prior request. Could you please make such request? thank you very much!

have a good evening,

SD

Hi @SDNL, How great to hear that it has been fixed! The crazy thing is that the mechanics didn't think of this. Also, I find it strange that Guidion sent you to us. For additional work like replacing a cable, customers have to call Guidion themselves to replace it. Unfortunately, we cannot direct that. Could you try calling this number? Priority number: 020-3232767. Hopefully you can schedule the appointment with them! 

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