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john46
Distinguished Sage
608 Views
Message 21 of 31

Re: Broadband dropping repeatedly, two engineer visits: still not resolved

Craig or one of his colleagues will contact you personally within the next 3/5 days
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CraigS
Moderator-Retired
554 Views
Message 22 of 31

Re: Broadband dropping repeatedly, two engineer visits: still not resolved

Hi all,

 

Well it took me two more engineers to get this problem fixed.  The engineers managed to trace the problem back to a faulty joint and finally got this corrected, bit of trial and error was required to get to the bottom of this fault but the conenction has remained quite stable now for the last 4 days now so seems to be fixed 🙂

 

Cheers


Craig

BTCare Community Mod

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imjolly
Distinguished Sage
Distinguished Sage
550 Views
Message 23 of 31

Re: Broadband dropping repeatedly, two engineer visits: still not resolved

@CraigS

 

update idea is greatthumbs up.jpg



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janz1961
Aspiring Contributor
533 Views
Message 24 of 31

Re: Broadband dropping repeatedly, two engineer visits: still not resolved

Craig's support was great:rather than having to go through everything repeatedly to the Help desk, he took ownership and followed through until it was sorted.  Each new engineer was older than the previous one and whether it was a coincidence or down to his experience (he had known my husband's father when he was an engineer for BT - and he retired 25 years ago!), the last one was very through and re-checked every joint back to the cabinet and (touch wood) the connection has been stable since then.

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john46
Distinguished Sage
525 Views
Message 25 of 31

Re: Broadband dropping repeatedly, two engineer visits: still not resolved

a great result for the mod team again
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janz1961
Aspiring Contributor
450 Views
Message 26 of 31

Re: Broadband dropping repeatedly, two engineer visits: still not resolved

Unfortunately the intermittent problem appears to have returned.  Had about 10 days of stable bb before a drop-out, which I thought was just a blip but since yesterday it has again been up and down like a yo-yo.  here are my latest stats: what I had noticed during the "stable" period was that the speed didn't go up as I had been told to expect, as the exchange should have automatically adjusted the SnR in recognition of the "stability".

Line state:Connected
Connection time:0 days, 00:06:25
Downstream:11.89 Mbps
Upstream:828 Kbps
 
ADSL Settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.5 Annex A
Latency type:Interleaved
Noise margin (Down/Up):9.4 dB / 11.6 dB
Line attenuation (Down/Up):27.9 dB / 16.0 dB
Output power (Down/Up):20.4 dBm / 12.6 dBm
FEC Events (Down/Up):377 / 0
CRC Events (Down/Up):1 / 375
Loss of Framing (Local/Remote):0 / 0
Loss of Signal (Local/Remote):0 / 0
Loss of Power (Local/Remote):0 / 0
HEC Events (Down/Up):5 / 9
Error Seconds (Local/Remote):23 / 11411
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john46
Distinguished Sage
442 Views
Message 27 of 31

Re: Broadband dropping repeatedly, two engineer visits: still not resolved

just leave the connection to stabilise an occasional disconnection can happen on some lines once you can maintain 3 days + stable connection the forum mods should be able to arrange a reset
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janz1961
Aspiring Contributor
436 Views
Message 28 of 31

Re: Broadband dropping repeatedly, two engineer visits: still not resolved

Surely it would have stabilized within the first two weeks during which it only disconnected once after over 10 days (thinking back, I think the HH3 was showing 13 days connected before it had the blip)? We have now had two days of it being up and down - frequent disconnections followed by an hour or two of "stability".
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john46
Distinguished Sage
430 Views
Message 29 of 31

Re: Broadband dropping repeatedly, two engineer visits: still not resolved

as I posted providing you can maintain 3days + stable connection then the mods can get a noise margin reset carried out for you
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janz1961
Aspiring Contributor
420 Views
Message 30 of 31

Re: Broadband dropping repeatedly, two engineer visits: still not resolved

Maybe I'm just being slow - but if the problem is that I'm NOT maintaining a stable connection (latest disconnection was 15 minutes ago - multiple disconnections last night), how CAN the moderators arrange a noise margin reset?  

 

I just want a stable BB connection.  At this stage, I'm not even THAT bothered about the speed - just screaming with frustration at the inability to rely on the availability of my broadband.

 

I'm paying through the nose for breaching my broadband limits every month - but am reluctant to change my contract and tie myself in for another set period until I know that this can be resolved.

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