BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

[Falthin]

Has BT Fibre 1  dropped in speed ?

The package I was paying for initially was something Infinity  80mbs download, 20  upload.

That speed is what my hub was reading until the evening of 16th Sep.

Now my  hub is reading  30mbs download and 6 upload. and the Broadband says Fibre 1.

I look on BTs website and the speed they give for Fibre 1 is about 40mbs. Not 80.

Have BT just changed my broadband speed overnight without telling me ?  So I'm reporting a problem because I should be getting 80 download  but the package they have switched me to doesn't support that ?

I've had no email saying this change in speed would happen.

[Falthin]

Now I check my package again and see

FIBRE 1 Your download speed range 69Mb - 73Mb

Upload speed range 17Mb - 18Mb

Your Stay Fast Guarantee 65Mb

so I do't know what the hell is going on anymore.

Maybe I was checking offers based on my current line speed.

[imjolly]

post hub stats  advanced settings then technical log information

also enter phone number and post results  remember delete number but leave exchange and cab

https://www.broadbandchecker.btwholesale.com/#/ADSL

[Falthin]

Technical log 26th Sep

Product name: BT Hub 6A
Serial number: +084316+NQ71401406
Firmware version: SG4B1000E020
Firmware updated: 02-Apr-2020
Board version: 1.0
Gui version: 1.115.0
DSL uptime: 0 Days, 6 Hours 4 Minutes 9 Seconds
Data rate: 6.00 Mbps / 30.00 Mbps
Maximum data rate: 23462 / 70941
Noise margin: 19.7 dB / 17 dB
Line attenuation: 18.9 dB
Signal attenuation: 14.2 dB / 18.9 dB
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path

[imjolly]

you certainly need an engineer visit as you attenuation is jumping about all over the place probably due to whatever is causing the constant resets.  as you have checked the line is ok and there is no noise on quiet line test then I can't se what more you can do - so engineer visit

[Falthin]

Ok, thank you

[Falthin]

This fault still hasn't been fixed.

An engineer came to the house and checked everything , changed my socket , we got a new Hub, checked my wiring... ruled everything out.

Still dropping connection and speed is still dropping. 

When it was raining it was disconnecting every few minutes.

I phoned BT to tell them I wanted an engineer to check the wires outside because they weren't finding the problem and he agreed and  supposedly set up an engineer and put the information in the notes.  Then the next morning the fault report was closed  - despite being ongoing - and I never saw another engineer or communication.

I've raised a complaint with BT and now I just have another generic engineer appointment.

I don't think BT have even really looked at the complaint notes.

Is there anyone here with some inside connections that can push the engineers in the right direction because I'm not wasting another morning by having my internal wiring checked all over again simply because BT closed the old fault report and didn't pass on any notes ? 

[PaddyB]

Hi @Falthin,

Thank you for posting. I'm sorry you're service hasn't been repaired. If you send me your details, I'll be able to give you a hand in getting the service repaired. 

I have sent you a private message with instructions on how to contact me.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB

[Falthin]

Another day,  another engineer appointment no show.

VOL053-*************  engineer booked for today  8am - 1pm

8:03  Engineer visit complete -      no visit,  no communication,  no line speed re-set,  no change.

my broadband is 22.4 mbps  and it last disconnected 31 minutes ago.

They don't even re-set it to the correct speed of 80mbps.

Why are BT and Openreach like this ?  

What do you have to do to get a problem with their network fixed ?

@PaddyB   I did reply to your PM.

[pippincp]

Frustrating as itis just wait for one of the mods to get back to you. It is taking longer than usual as they ae very busy but they will get everything sorted out for you.

They deal with all cases in strict order of receipt.