Congestion problems in the evening rush hours, moreover when there are football matches with strong appeal in streaming, are unfortunately very common, even in the case of FTTH fiber optic connections. When we talk about white areas, with many municipalities active with radio frequency binding and / or temporary miniPCN, the concomitant factors that lead to strong slowdowns can be multiple and difficult to identify. In the case of one of our readers, however, who signed a contract with Poste in the white area, the connection had reached very low speeds:
I have activated PosteCasa ultrafast. They are in the white area, therefore, in FTTH wired by Open Fiber. Nothing to say about activation and installation (or rather there would be but nothing that has not been resolved) as there is little to say about top speeds and in general about the stability of the network which for 22 hours a day has excellent performance. The huge problem is between 20 and 22, which is the crucial time for our family needs. In “normal” evenings the connection drops between 50 and 100Mbps, but on evenings in which there are games, I touched, like last night, 6 Mbps. (Speed tests carried out on the LAN and gigabit port of the Fritzbox 7530).
I have already contacted 160 twice, but the management of the ticket is not immediate, and that problem lasts for two hours, so when they then go to check, obviously the speed is back to normal levels. There is a communication problem. At 160 they tell me that my contract provides for a minimum guaranteed speed of 300 Mbps. The contract talks about minimum speeds, nothing guaranteed. I would like to use Nemesys to certify this, but as my offer is fiber only, I don’t have a phone number to enter. I contacted the assistance who told me to ask Poste for the CLI, but neither via chat nor via 160 they were able to give it to me. (they didn’t really know what it was).
The point is, even if I used Nemesys, and if those 300 Mbps are true, it wouldn’t do much good. The average speed over 24 hours would obviously be higher than 300 Mbps. But even if it were lower I have no contractual obligations, there would be nothing to rescind. They could easily tell me to change operator but the point is: is the problem with Poste or Open Fiber? I’d accept speeds as low as 150 Mbps, even 100! But going down to 30, 20 or 8 is unacceptable.
We forwarded the report to both Poste Italiane and Open Fiber, which took charge of the matter and reported it to their respective technical support departments. After a few days, which is not at all obvious in the period of Easter bridges and the liberation party, we received an update from the Italian Post Office:
this morning our customer service contacted your reader who informed us that the reported problem has been resolved.
We then contacted our reader, who confirmed that he had been contacted by Poste’s customer service and that the ticket required a longer period than usual for resolution as a technical intervention on the network by Open Fiber was required. , signal that the problem encountered was perhaps not a simple case of saturation, but probably something more. In any case, the strong slowdowns seem to have returned for now:
Yesterday, the Poste customer service contacted me, apologizing for the ticket management times (over 20 days) and informing me that the problem had been solved following a monitoring and subsequent resolution by Open Fiber. I am aware that my problem was not an insurmountable problem, and that compared to many others managed by MayDay it was the least serious, but this makes your help even more valuable because speaking and being heard is rare. I don’t know what caused that excessive saturation, but I’m very happy that both Poste and Open Fiber have intervened to fix it, so thanks go to them too. I hope my experience can also help other people who can fully enjoy their FTTH!
We thank the press offices of both Poste and Open Fiber for having handled the report quickly and for having forwarded it to their customer services. The case of our reader, very frequent, highlights how often the support “scripts” of the telecommunication operators’ call centers are not very effective when it comes to problems such as connection performance and not real malfunctions. We hope that in the future it will be possible to identify and intervene more promptly on such important drops in performance on connections, including in fiber.