Slow wifi

Preya · 2021-02-09T15:21:38+00:00

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Preya

Dear UPC,
I have been facing this issue for a few months now, but it has gotten worse recently:
The wifi in my house keeps lagging in two rooms - especially during important video calls. It has gotten so bad that we switch to mobile wifi when we have calls now.
I have a UPC Connect Box and we have tried everything - from resetting the WiFi router multiple times to scanning the network on UPC connect app, but it keeps showing ‘great coverage’.
Could you please help us out?

Thank you in advance.

Daniele_Sunrise

Preya We have checked your connection and have not registered any interruptions in the network.

However, I still have a few tips:

Your connection is on IPv6. Some communication tools including VPN do not like this.
Your two WIFI (2.4/5GHz) have the same name. Please rename the 5GHz WIFI once and add “_5GHz” at the end.
Give the 5GHz WIFI a separate different password.
Connect your devices which are further away from the modem to the 2.4GHz WIFI.
Connect all other devices which are closer to the modem with the 5GHz WIFI

With this solution, your devices will no longer switch back and forth between the two WIFI networks, generating an interruption.

Shall we switch your connection to IPv4?

Greetings
Daniele

Preya

Dear Daniele,

Thank you for the reply. We will try your suggestions, and could you also please change the connection to IPV4? We need to use VPN quite often so this could be one of the issues.

Regards.

Daniele_Sunrise

Preya We have made the changeover, which will be completed in 30 minutes. Restart your modem afterwards. If you have problems, reset your modem. Press the reset button on the back of the modem with a pointed object for at least 25 seconds. Then please try again.

Greetings
Daniele

Preya

Dear Daniele,

Unfortunately, the IPV4 connection and changing WIFI names (2.4/5GHz) did not resolve the slow WIFI issue. There are still frequent call-drops, especially when my husband and I have meetings at the same time. In our two office rooms, the internet speed is 30 mpbs while in the living room (where the router is placed), it is 250 mbps.
Can I please request you to send us a better router at the earliest?

Regards.

Daniele_Sunrise

Preya In this case, the range of the devices in the office room is too far away. Please download the Connect app on your phone and measure your WIFI. If it is too weak, you can order a WIFI booster.

Greetings
Daniele