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2 weeks to fix Broadband dropouts!

mikrt — Sun, 01 Nov 2020 05:59:01 GMT

Posting quickly before another dropout 😤

Since last Wednesday October 28th, I've been suffering with dropouts while keeping phone line working. I assumed it was to do with the vicious winds we'd suffered around that time but went online via mobile 4g to log an issue. It stated there was a known fault in the area and should be fixed by November 13th, so I didn’t bother to log it at that time.

After a few days, I was chatting to my next door neighbours and found out their internet was working fine while mine as is dropping out, maybe every 15mins! So last night I did log an issue and got this

Also please see hub Tech-log

Is it right, that a known issue in the area could affect just me in a line of houses?

Thanks for reading

Re: 2 weeks to fix Broadband dropouts!

Starwire — Sun, 01 Nov 2020 07:23:58 GMT

You’re on FTTC. It could potentially be an issue with the DSLAM Fibre Card you’re on and your immediate neighbours won’t necessarily be on the same Fibre Card as you.

In fact the may not even be on the same DSLAM. Some PCP’s have multiple DSLAMS connected to them.

Re: 2 weeks to fix Broadband dropouts!

mikrt — Sun, 01 Nov 2020 08:04:19 GMT

Thanks @Starwire

I'm not really understanding your answer, but I can take from it that's it is a possibility.

Guess I'll just have to wait a fortnight for it to get fixed.

Thanks again.

Re: 2 weeks to fix Broadband dropouts!

NeilO — Sun, 01 Nov 2020 09:41:15 GMT

Hi @mikrt, it basically means you might be on different network equipment than your immediate neighbours so they're not affected by the fault whilst you are.

Re: 2 weeks to fix Broadband dropouts!

mikrt — Sun, 01 Nov 2020 11:48:40 GMT

Thanks @NeilO

I could see BT cables from 4 houses going to the same pole and it just didn't make sense to me that I could be the only one suffering.

I now get the idea, thanks

Re: 2 weeks to fix Broadband dropouts!

mikrt — Mon, 09 Nov 2020 16:36:48 GMT

Good(ish) news.

Internet is now back full time, with a confirming message from BT this morning that fault is fixed.

Only problem is, before the issue, and in between dropouts over the last few weeks I have been getting speeds over 70 Mbps, but am now only getting 22 Mbps.

Am I correct in thinking that if I leave the router alone, the system will be sending faster speeds until it settles down? Or do I need to raise another fault issue?

Thanks again.

Re: 2 weeks to fix Broadband dropouts!

imjolly — Mon, 09 Nov 2020 16:54:45 GMT

Seems a very big drop in speed. Can you post hub stats

Re: 2 weeks to fix Broadband dropouts!

mikrt — Mon, 09 Nov 2020 17:02:33 GMT

Thanks for your help, here it is

Re: 2 weeks to fix Broadband dropouts!

mikrt — Mon, 09 Nov 2020 17:03:30 GMT

And a larger version.....

Re: 2 weeks to fix Broadband dropouts!

mikrt — Sat, 14 Nov 2020 12:44:49 GMT

So the issue is still ongoing with no help from BT.

Raised another fault with BT who told me they had found a fault on their network via text, and it would be fixed the next day (Thursday) and they would not need access to the building.

07:00 Thursday (Exactly as I start work) I get text from Openreach engineer to say he's on his way and he would need access @ 08:00 !!

He did enter and said he could see issue outside, would contact me again, went up the pole supplying our house and that's the last we heard. Issue not fixed!

Raised another fault, was told engineer would be here this morning (Saturday) No sign of him. Issue still not fixed!

It would be nice if a fault could ensure somebody owned it until it was resolved instead of just forgetting about it.

I've put hub stats below incase anyone can shed some light on it.

Re: 2 weeks to fix Broadband dropouts!

pippincp — Sat, 14 Nov 2020 13:16:38 GMT

Any noise on your line? 17070 option 2.

Re: 2 weeks to fix Broadband dropouts!

mikrt — Sat, 14 Nov 2020 13:20:31 GMT

Just tried that, line is silent,

Thanks for your interest

Re: 2 weeks to fix Broadband dropouts!

imjolly — Sat, 14 Nov 2020 14:43:20 GMT

the last engineer has certainly fixed something when up pole. your attenuation was 40db and after engineer down to 26db and attainable previously was 44mb now up to 75mb. unfortunately with all the work and drops in connection you are in banded profile at 27.4mb. this should correct itself automatically provided you maintain a stable connection

Re: 2 weeks to fix Broadband dropouts!

mikrt — Sat, 14 Nov 2020 14:56:02 GMT

Thanks @imjolly

How long should it normally take for an improvement do you reckon?

I remember reading (on here probably) not to restart the hub as that will restart the stabilisation, is that right? As when I actually phoned BT last week (in between raising online faults) I was told to do a hard hub reset by turning hub off @ mains for 30 seconds, nothing changed and he told me things would improve on their own...... they didn't 🤣

Re: 2 weeks to fix Broadband dropouts!

imjolly — Sat, 14 Nov 2020 15:25:02 GMT

for DLM to release banding line needs to remain stable but could take a few weeks maybe longer for DLM to start to release the banding

Re: 2 weeks to fix Broadband dropouts!

mikrt — Sat, 14 Nov 2020 15:27:22 GMT

Ok thanks, I'll try to chill for a few weeks before raising another fault.

I'm just weary nothing will change and we'll have to start all over again,

Cheers

Re: 2 weeks to fix Broadband dropouts!

mikrt — Tue, 17 Nov 2020 11:04:33 GMT

So I had to raise yet another fault.

From Saturday, Hub details below, when I thought it was on the way to getting sorted

Then that night it was back to ~ 30 Mbps again, and whenever the phone was picked up. it was very crackly and that seemed to stop the internet working, as we lost connection and hub lights went through their routine.

I tried to be optimistic, telling myself it was part of the procedure after a fault.

But next morning, and still today, We now have no dial tone on the phone! and these hub stats below

BT tell me fault will be fixed by Friday......... we'll see 🙄

If not, I will probably raise a complaint, no idea what good that will do though.

Re: 2 weeks to fix Broadband dropouts!

mikrt — Tue, 17 Nov 2020 15:07:59 GMT

So within 15 minutes of me posting last message, 2 BT engineers were knocking on the door. One of them was here last week with a bit of attitude this time. Other one was great.

They said they'd checked the nearest cabinet, and reckoned all was good to the house and wanted to test the main socket in the loft. I knew this wasn't the problem as there were no problems until local network issues 3 - 4 weeks ago, but I showed them where it was. They didn't look at the pole (I assume as one of them was up it last week he was confident it was OK)

Anyway, his machine told him issue was 40 metres away (on the pole!)

Luckily there was a lift 1/2 a mile away on another job, what they found was, the connection made last week wasn't good.

After re-connecting, and testing everything is good again.

😄