Top home broadband speed could hit 20Mb
Wednesday 28th December 2011, 2:30PM GMT.
Sure engineer Rob Ellis connects input/output wires in an MSAN box that will increase neighbourhood broadband speeds. (Picture by Tom Tardif, 1211232)
SURE will test a 20Mb broadband service for islanders next year.
Currently, households can get a maximum of up to 16Mb but the company is continuing to upgrade its network, which should lead to another rise in broadband capacity within the next 12 months.
Head of strategy Tim Stonebridge said the company was also working to improve services so islanders were able to reach, or get close to, the current top speed of 16Mb.
Sure’s last upgrade to its network was in September and led to a doubling of potential broadband speeds from 8Mb to 16Mb for some households.
However, the speed that is achieved depends on factors including the distance a home is situated away from one of the six exchanges.
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What a Joke!!! I live at La Moye, Vale and on a good day get 3.3 Mb nothing like the speeds they like to shout about, still get charged the full amount though.
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I agree. We live in the same area and our broadband is very slow.
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hahaha I live near L’Islet and at the moment we get 2.7mb. Prior to the last upgrade we had an average of 3.3mb.
It’s time they ensured all users got a decent speed or reduce charges accordingly
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@ Haimee You think you need a sense of humour? Anyone better this?
From somewhere a bit further down Sept Etoile, tested on http://www.bandwidthplace.com . . . Download Speed 742kbps, Upload Speed 367kbps
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You paid for a 2Mb service, this has been upgraded to 16Mb but doesn’t mean you will get it.
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La Moye area here too:
3.3Mb average, peak 3.8Mb
before the last upgrade:
4.4Mb average, peak 5Mb
and so on.
Sorry but this service is a joke!
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The reason your speed has gone down is most likely down to your own equipment/house cabling as to get these faster speeds Sure simply compress the data so they are able to send it faster down the line. If you have an oldish router and old telephone wires in your house they wont be able to cope with the higher compression rate on the data so your speed goes down. This can be fixed by buying a new router or asking Sure to put your connection back down to 8Mbps
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Still get charged the full amount!!?
You are aware all these upgrades are free, right?
Seriously miserable, bang-to-rights people on here complaining about something they’re not even entitled to.
Gotta agree with Mr C on this, check your connections at home, your wiring and your router. I bet most of you that complain just went to blaming Sure straight away and didn’t bother checking your set-up first.
\rant
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Good for Sure to attempt improving current BB speed. To date my actual speed has gone down every time upgraded
Maybe get this sorted before 20mb is tested! Please. Or charge half for what a lot of us don’t get
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How about putting in some more exchanges so that the households on about 3mb can increase to a more acceptable speed!
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Hi Gangle Weed
That is exactly what we are doing but it takes time to get permission to put these exchanges (MSAN) boxes in and then the following roadworks and re-wiring.
Many thanks
Sure
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Does this mean my 20mbps Broadband Pro will increase from 5.4mbps download and 0.48mbps upload to a more realistic and acceptable speed, we can all hope this being the season of goodwill and all.
Should this not be the case then maybe Sure could reduce the monthly cost from £49.99pm downwards to reflect the speeds available on their network, please please Santa..
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Fed up of hearing this and how they will fix it, our speed still very poor and they promised it would have been sorted out over a year ago….. guess what its still the same… come on sure do what you have promised!!!!
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I would love to know how you all test your speeds. I live in a particularly built up part of SPP, and regularly hit over 10mbps using http://www.bandwidthplace.com
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Well Matthew, I’ve just run a test using the link that you provided and here are the results:-
Last Result:
Download Speed: 4387 kbps (548.4 KB/sec transfer rate)
Upload Speed: 595 kbps (74.4 KB/sec transfer rate)
28 December 2011 19:38:06
i.e. less than half the speed that you claim that you are getting.
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The key bit of your post is “live in a built up part of SPP” i.e. you can’t be very far from your exchange.
It’s the distance from exchange that drives the speeds you actually received, I similar speeds to Michael R living out on the West coast.
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Have you ever heard of contention ratio? Thought not. Also, it helps if you have a modem which can handle higher speeds, ie ADSL 2+.
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well said pepol sure internet need to sort there speeds out its day light robbery get no faster the 2 mb wat a joke
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If you’re curious about what you’re actually getting, try http://www.speedtest.net
My router says my connection is 18Mbps; speedtest logs it currently as 3.2. The 18 (which should be 20) seems to be some kind of theoretical ceiling. At any busy time (like evenings, as I write this) my actual speed drops from around 15 to 3, and sometimes 1. iplayer stutters and stops at that rate.
I do wish we could have some kind of standard in the advertisement of broadband speeds. The claims by providers are ludicrous and patently false. In my view they should be made to quote actual average broadband speeds, alongside a minimum guaranteed speed, along the lines of “Average download speed at least 8Mbps, with a guaranteed minimum of 3.5Mbps”.
At least then we’d know what we were really getting.
20 Mbps… If I actually get that speed from my “20Mbps connection”, I’ll eat my pants.
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Hey Matthew,
Tried the link you put up! Live in St Martins, got 5.46Mbps download and 621Kbps upload….a far cry from the claimed 16Mbps maximum speed….not even making 1Mbps on the upload!! Tried it a second time out of interest……2.28Mbps download and 609Kbps upload! Third time gave me 6.01Mbps and 612Kbps! At best 37% of the maximum supposedly achievable, but it appears to be variable! Would be far happier if Sure concentrated on getting us all to a reasonable speed for the money, rather than giving the select few who live close to the exchanges etc an even greater speed advantage over the many who can’t get near the current maximums!!
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@Dadude
Your upload speed will never be 16mbps. ADSL provides a faster download speed than upload speed and most connections have an upload speed limited to 1mbps.
Also it’s not a case that sure are focusing their improvements on the people near exchanges. The drop in speed is because of the distance. Each time sure have doubled their theoretical maximum, my speed has nearly doubled. I’m still currently just below 2Mbps but it’s twice as fast as I was before the upgrade.
AS you say, the answer to to roll out more exchanges or boosters but as a short term solution I am glad they are rolling out speed improvements as they can.
Also everyone whinging about getting less than 16mpbs should remember that the service they are paying for is a connection of up to 2mbps. EVerything above that is a bonus
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Pull the other one. We’re paying for broadband significantly faster than we will probably ever receive on the island. It’s just a shame the money isn’t going toward improving our infrastructure (more exchanges). You only see problems like we’re getting in remote villages in the UK and we’re a tiny in comparison. Initially problems like these could be overlooked but several years down the line with no improvements for these people is entirely unacceptable.
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Hi Yes
Thank you for your comment
We have not increased our price for the 2mb service and some people are recieving much higher speeds now. This is because we are investing back into the island and the infrastructure and putting in more exchanges. If you have a chance to read the entire article you will see the process.
Many thanks
Sure
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I never get speeds below 10mb even at peak times, upload 1mb minimum, not all customers are moaning.
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Your right Dave not all customers are moaning but all customers are paying the same amount!
I have emailed many times to ask if I will receive even close to the advertised speeds and I am looking forward to when they introduce higher speeds as I might get past 5MG!
I am close to the exchange
I have checked my router
An engineer confirms that my internal setup is fine
“Up to 16 Mb” is the default excuse
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Wait… what, seriously? You’re not moaning because you don’t have a problem with your broadband like these other people…
I’m sure you’d be waving your arms around screaming if you were getting a less than acceptable service too.
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lol, only trolling, lighten up, YES, Yes.
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Yes, you are a moron.
People pay for 2mbps – all other upgrades are free.
I don’t sit on an exchange, so I took the trouble to sort out my home set-up. I get 13mb now.
You’re not entitled to these upgrades and you get them anyway. Check your home set-up before whinging like a baby, it’s probably the issue.
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Does anyone know where the 6 exchanges are?
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Hi Rossco
Thanks for your question they are:-
St peters
St martins
Castel
Central
St Sampsons
Admiral Park
However if you read the article you will see we are putting in losts of MSAN boxes in (like a mini exchange) fibre optics go from each exchange to these curb side boxes and therefore the length of copper broadband has to travel to the home is shorter therefore increasing the speed.
Thanks
Sure
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Hi All
Unfortunately Sure are not able to dictate headlines. The article is actually about all the upgrades that are taking place and the work our engineers are doing. It also explains the things you can do to help increase your speed and how we are shortening the distance from the exchange to curbside units therefore bringing broadband closer to properties. Our main priority is user experience and stability and that customers can do all the things they need to with their connection, which is not always speed dependant. The main article is well researched, written and educational into what is quite a complex subject. We are very grateful to the reporter who took the time to meet with our engineers who are working to upgrade the network. We are looking into faster speeds in the new year but are not promising up to 20mb to all customers as the headline may insinuate.
Sure
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Mr/mrs Sure
Thanks for confirming that you are not rolling out “up to 20mb” for all. Does this apply for “up to 16mb” as a lot of customers have seemed to have got this wrong also?
It might be wise for sure to issue a press release on what it is that you guys are actually selling and even break it down to what members of the public should actually expect where they live.
Could you also confirm why the prices you charge are that high compared to the UK and how you justify it?
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Hi Donk
Thank you for your questions
We are rolling out up to 16mb for all, however this takes time and an awful lot of money. The process to get an MSAN box in place is:-
- Identify location needed
- Identify land owner
- Ask Environment for permission
- Prepare works
- Ask for road closure
- Commence and finish work
This is actually all explained in the article. We have on numerous occasions tried to explain what we are doing and what members of the public should expect, however unfortunately we cannot dictate how the media portray this. The article in the middle section of the press from Wednesday is both informative and educational as to what we are doing and we were most grateful for the opportunity to explain this to the public.
In relation to your question about pricing, we all see the adverts for UK broadband on the television. The reality is very different, many people cannot actually get the products they headline with, especially in rural areas. Therefore for value for money and quality of product we are actually very lucky in the Channel Islands.
I hope this answers your query
Many thanks
Miss Sure
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Miss Sure
Thanks for responding and also it is good to see you also trying to answer everyone else’s concerns.
I do count myself lucky to live here and in some ways we have a better quality of life.
But i have to disagree with the comparison you made, as apart from some “hard to reach” areas we still receive a costly service.
Such is the price of living in Guernsey
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Consistently over 10 Mbps at Saline Bay area but connection frequently drops out when listening to radio stations on a music streamer. Also when using e-mail. Do better to sort that out before increasing speed.
Broadband Anytime. – only when they feel like it !
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Hi Paul
You are exactly right, speed is not relevant if you can do what you want to with your service.
Please e-mail me so I can check your line.
jessica.bisson@surecw.com
Thank you
Sure
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I get about 2 mb at Lislet,has gone done from around 3 mb but the connection doesnt seem to drop out any more.Wonder when Ill get higher speeds if ever?
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I live near L’islet too and receive around 13mbps.
I suggest a new router to deal with the compression or even getting your home wiring checked. Furthermore, check any other wireless devices to see if they are interfering with your Wifi if that is the case.
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What is it with the L’Islet area? That is where I am and have just checked my download speed (again) and got 3.19mb. Not exactly fast as we’re not exactly out in the sticks.
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I am lucky if I can get 2.5 on a good night
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Ive been thinking of going to Airtel and getting Wireless Broadband
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It’ll be far slower – it’s using 3G!
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I’m not sure any speed test is reliable. I have just done 4 tests with 4 different web tests and achieved as low as 4.77 mbps and as high as 17 mbps for downloads and a consistent 0.8 for upload.
That’s here in the UK mind.
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Hi
I Le Page, Guernseyal, Landowner, Tracey, Hamiee, Narrow Band, Bob and any others interested about the L’Islet area.
This is one of our main priority areas and we are working on this at the moment, however unfortunately things have been delayed as other services had planned roadwork’s in place. You will have noticed that Capelles was closed before Christmas and we have two more closures planned for February and March to complete this work. We thank you for your patience. We hope this work will now be completed by the end of April.
The reason we have not increased our pricing from up to 2mb since the upgrades is that we know that some will not have benefitted. We have made a conscious decision to not advertise speeds on our Broadband service now and concentrate on reliability. Therefore we aim to be able to provide a service that means you can do what you need to do with your connection. Very few people will even use 8mb capacity let alone 16mb.
I hope this helps answers your queries
Thanks
Sure
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I have been watching this blog with interest over the past couple of days, but would comment particularly on this post as I’m certain that many would agree with me.
You “Sure” talk about not having increased prices relating to the Broadband speed increase due to reliability issues, however I think that what Islanders – your customers – want is for the faster service at a more competitive price.
The monthly broadband charge is already a lot more than most ISPs in the UK charge, and it is unfair to hype prices up for everyone when you are increasing everyone’s service. Those paying for premium speed services are paying for a guaranteed constant higher speed.
Please look at your pricing and make it fairer for your customers as in many respects, we are a captive market – we can’t just sign up to, for example, Sky, Virgin, etc.
We have tried some of the speed test sites and again, different sites (including the one on the Sure site itself) show varying speeds so there is a degree of unreliability to the test.
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Thanks for the reply. You are right I don’t need 20mb or even 10 to get by. IMHO Day to day stuff would be more than fine with 8mb. BBC IPlayer would stream, as would youtube and their movies on fullscreen without stuttering. Downloading doesn’t play too bigger part of my internet life, or if I need something big I leave it run in the background.
What rankles is the communication between yourselves and the Press, as you often claim that what you tell them gets rewritten into stuff that you didn’t mean. Maybe your PR people should be a little more factual or the Press a little less excitable!
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Thanks Sure, you have promised an upgrade in L’lslet area for over 12 months and during one of my many phone calls and emails I have been told this would be sorted out last December (2010) – now we have to wait until April 2012!!! Can I keep you waiting for future payments until its sorted out????
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@ Sure
So with the new changes in laws in the UK that make service providers report the average connectivity – what is this average figure for the entire island please?
Its good to see that YET AGAIN, a news article relating to broadband speeds is one of the most commented stories. It gives you a real idea of the AVERAGE public image of the service that Sure provides.
im tempted to begin listing the absolutely ridiculous things that have happened whilst using Sure…..but its definitely a new topic starter, and one that i suspect would be added to by the masses!
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I forgot to add, i was told by Sure that our exchange was to be upgraded by June last year, the next time i queried it was october last year. Today my query is saying approximately mid march time.
Obviously im now suspecting that Sure are just telling people whatever dates they fancy, they certainly havent met ANY date they have previously told me themselves (dates were ascertained by calling Sure and asking)
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http://www.which.co.uk/technology/computing/guides/increase-your-broadband-speed/broadband-speed-explained/
The piece which I find most interesting and would help set expectations is if the ISP’s could give some information as to what people should expect in each area.
There are also a load of other questions on there that perhaps the ISP’s could answer or provide upfront and perhaps we should be asking
What distance am I from the exchange
What does that mean in terms of expected speed?
What contection ratio do you apply
Do you apply and traffic shaping and what does it affect?
When I was in the UK we could just put in a post code and it told you what speed to expect… would make it alot easier.
Didn’t really help me as speed was rubbish anyway but atleast I knew what to expect
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In the article it mentions the disruption that would be caused in order to replace copper cabling with fibre optic.
I find this puzzling as,throughout the 80′s and 90′s,a very extensive amount of ducting was laid in readiness for this change.The only area where,if you look inside a(now)C&W manhole chamber,do you see these ducts full of cabling,is in the main Town area.In other areas of the island I would think that there is plenty of room for fibre optic cable,which it was always said could carry more lines/information in a smaller cable.
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Wow this story just doesn’t get old does it? Everyone moaning about the speeds should think again. For starters, the service has always been the same price, even when it was “up to 2mb”. The fact is it’s the same price now and “up to 16mb.”
Secondly, a vast amount of the issues are the lack of exchanges which Sure have been willing to put in, but have been blocked by Environment. Maybe we should follow Jersey and invest £80m in fibre? People would moan about that.
Thirdly, distance to the exchange is one thing, but double check your own equipment, ADSL splitters and internal wiring. I live in the bottom end of a remote area in an old barn, and was getting <1mb. Sure did a site visit, determined one of the points was faulty, disconnected it and hey presto 4mb. And then after the last round of updates I've now got a sync speed of 16mb with a throughput of an average of 10 or so download. Upload will never been "impressive" but then again you don't need it unless you're hosting a CDN or someing! 4mb is usually more than an average residential customer needs – fast enough for a few users streaming video, movies etc – any more is a bonus.
So quit your whining.
And no, I don't work for Sure.
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@Sure
Could you not get someone to proof read your posts? I know you’re not being tested on your grasp of English but the number of grmmatical and spelling errors you have made may be part of the reason people have misunderstood what they’re entitled to.
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Dear Sure
<2km from the exchange (this from one of your engineers)
Hi spec ADSL2+ modem
Sure installed termination socket (ie not a plug in filter)
Dedicated line, no telephone or extensions installed
Internal wiring to the sole socket installed by Sure just a few years ago.
Max connected speed 8mb line speed (not download), some times the modem drops down to 5Mb.
I hear in this part of the Vale, the underground cables are those installed by the Germans and still in use.
When are we going to get a half decent service?
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Still at £49.99 a month (inc landline) i dont care what speeds we should be getting !!!!
That’s fifty quid a month people…only 7 times more expensive than phone call inclusive deals available from a plethora of UK suppliers!
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I’m paying Sure £9 a month line rental and Wave £26 a month for broadband and mobile phone … if you’re paying £15 more for less then that’s your problem ….
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It seems like a lot of poeple have no experience with the UK Broadband market and make baseless comparisons which should Sure very unfavourably without any justification.
I do not work for Sure, I have some problems with their services, and I only have my 8 month experience on the Island to go by, having lived in various parts of the UK beforehand.
1) My speeds are excellent, usually running at around 12mbps (1.5MB/s) throughout the day, including at peak times. Before the upgrade they were still a reasonably 7mbit or so.
I seem to be one of the lucky people (living in St Martins), who gets good speeds.
2) Sure has problems with service quality and intermittent outages which are more common than I have experienced in the UK, which is disappointing.
3) In terms of pricing, Sure compares EXTREMELY favourably with COMPARABLE broadband packages in the UK which are available to the majority.
It is extremely easy to look at edge cases and say Sure is poor, but consider the majority. When I was in the UK, I was completely unable to get an unlimited broadband service. Every single UK provider switched to limited packages which had a set cap per month (e.g. 100GB, 40GB). These packages were cheaper than Sure (e.g. £15 for a low cap), but for £25 it was impossible to get unlimited broadband, AND my speeds were limited to 8mbps.
Compared to where I was in the UK, Sure offers a better package and faster speeds at a similar price.
Yes, Sure is no perfect, but neither is the UK.
Looking at what Cable operators give, or what limited availability VDSL packages BT offers is completely wrong and doesn’t give a fair picture of the UK, and nor is it fair to Sure.
I would LOVE to see much faster upload speeds from Sure, I personally think the upload speeds we get are abysmal, and the “Pro” package doesn’t really offer a real improvement or incentive. I would like better reliability of service.
I would like the iPlayer not to mess up even when other things seem fine (but that may be a BBC problem as well).
But I do like the fact I get unlimited broadband for a reasonable price.
For me, one key element of Sure’s broadband is the fact it is unlimited, unlike a huge number of packages in the UK, especially the cheaper ones which people probably use to compare UK to Guernsey broadband prices.
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Luke whilst living in the UK i used a few different service providers, before settling on Sky Broadband which was one of the only ones with high speed and unlimited usage and a fair price.
It makes all Guernsey internet look like the joke it is.
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It’s fine… if you can get it.
Not everyone can get Sky Broadband with unlimited use (we had Sky TV, but the Broadband package was not available in a high speed unlimited form, only the service with a cap).
Just because Guernsey can’t match the top end offers of the UK which are available to some people doesn’t mean it’s bad or worse than the UK as a whole. It handily beats the low end of UK internet in terms of speeds and value.
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I am currently suffering with the maximum speed of 0.5 mbps. As I am located behind the CO-OP Longstore, and close to the Admril Park, I would expect higher speeds. Why is it that I have to pay to have someone called out to assist me with this problem? Surely if i am paying for the serivce, then i should not have to pay further to recieve the full service.
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Couldn’t agree more Robert. The call out fee to fix a problem which is theirs in the first instance is baffling !
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Hello Robert
As you are right next to one of our exchanges you should be receiving speeds close to the maximum. Therefore if you are not it is probably due to other factors such as internal wiring or your router. Hopefully the below link should help, simple things like changing your router or moving it away from other electrical items which may cause interference should help. http://support.surecw.com/guernsey/internet/broadband-speeds-troubleshooting
If this does not solve the problem and you need an engineer then we can send one. You will only be charged for this if it is due to your personal set up that the speed is compromised.
I hope this helps
Thanks
Sure
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All very good Luke, but what about Jersey? The States there are putting fibre into every home. Fat chance a private company like Sure will spend the £££££ to fit fibre to every house here. I have more fibre in my car than Sure has installed to private houses.
I rue the day the States gave away Guernsey Telecom, we shall forever be paying the price of those Deputies incompetance.
And while we are talking about how Sure compares to the UK, why is there no outcry that Sure monitors everything you do on line? I know loads of people that have had the infamous letter from Sure about a naughty download. How else do they know unless they are spying on their customers? How do you know they are not routinely reading your emails? Slippery slope I suggest, next thing will be a report to the Police or the Chief Minister on undesirables :-)
UK ISPs don’t routinely monitor, Sure does and very intimately as well. Ok about that Luke?
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The letters that people get from sure are normally because they have been contacted by the rights holder saying that someone using one of sure’s IP addresses (which sure are able to match up to users) has been downloading copyrighted material.
This is not due to Sure monitoring what you are downloading.
A number of the UK ISP do monitor the traffic on your connection and in some cases block or limit certain types of traffic (e.g. bittorrent).
It is very difficult do monitor what you are downloading but it is easy to see what how you are downloading. As far as i know sure do not filter certain access
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good to see that Sure only want to respont to some comments and take a pick to the ones they feel like….. problem with these forums are if you start putting comments up you should carry on and not just take your pick !!
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Dear Billy
We are responding to comments that are constructive and we can help with. It is a challenge and you will see that many have been responded to on one mail. We are not obliged to respond and we have done this to try and help those who have taken the time to write. We are passionate about the work that we do and mindful that our staff are at the heart of this criticism, therefore is sometimes taken personally by those who work at the company. You will see that some comments have been rude and unconstructive and personal, therefore we have not wished to enter those discussions. Other than these we feel we have answered as many queries as we could. Should you have a specific query we would be happy to respond.
Thanks
Sure
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Wow 20mb.
hope its better than the 0.83 mb I had all over the Xmas hols, not to mention the continuous disconnects, any more than 2 laptops on at once and they’d crash
Stop upping the speed if you cant provide it
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Dear J
I disagree. Where UK ISPs block sites they have been told to by the courts.They don’t do it themselves. There are several stories in this on the news websites if you care to check.
Secondly, the only firm that was identifying IP addresses got closed down for trying to extort money. I still firmly understand it is not as you suggest, it is Sure monitoring your connection. This came from an insider BTW.
It is easy to log what you are downloading, 99% of films are Torrent files, so there’s a start eh?
The last thing is Sure are judge and jury. How can you dispute it? You only have Sure to complain to. It would be better if became a legal matter as then it would be subject to all the checks and balances one sees at law.
Funny how Sure haven’t denied monitoring traffic???? One can be sure (no pun intended) that they have read this.
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There’s more chance of me winning the National Lottery this week (and I haven’t bought a ticket) than the public getting a 20mb connection!
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Well I’ve definately seen a big improvement over the last 2-3 months.
Previously had difficulty getting a good connection above 4mb that would prove reliable and not disconnect every 10 minutes.
Seems a new box was installed about 500m from me at the bottom of the Rue Sauvage. Since then I now get a connection at 8Mb (max my current router is capable of)which only falls over once every 24 hours.
Using interent speed tests are a bit pointless, they don’t really tell you how well you are connecting to the local exchange. I’d suggest checking your Router’s status page and cheking the up and down connection speeds (speed you are connected to Sures hardware at)any deviation between your connection speed and real world download speeds are likely down to the site you are trying to access.
Drop outs …. I used to suffer horrifically with these. I put it down to bad SNR (how much noise there is on the line) and loop att (How loud the signal is on the line) which I had. Problem is, most routers try to connect to the exchange at the maximum speed, if the line quality reduces at all after they have connected then you drop connection completely. Now that my router desn’t try to connect above 8mb, I am getting a reliable connection. I’m holding back on upgrading the firmware to cope with higher speeds because I’m sure reliability will drop (and I don’t really need more than 8mb).
Any one else(in the cappelles / l’islet area) notice that everyday at between 8.30pm and 10.30pm, they get drop outs and reconects over a 30 minute period where you manage to reconnect for a bout 4-5 mins before the next drop out ?
After that the connection seems to stay up until the same time next day. Do Sure do some kind of house keeping during that time, that could result in these regular daily diconnects?
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