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Message 1 of 8

Getting a fault actually resolved.

Any idea of how to actually get a fault resolved? How can I escalate the issues I've been experiencing?

 

I've been having frequent disconnects/resyncs for over 6 months now.

Graphs of the last 30 days here.

30 day loss/latency graphs

 

Sync speed currently is showning as 80/20 but throughput is considerably slower than that. (This if from a PC connected to ethernet.)

speedtest.png

I've had probably 10+ engineer visits at this point. Initially they resolved some wiring issues outside the property but have been unable to resolve the issue.

Now when an Engineer comes, they pretty much just run the basic tests then shrug. Reset the DLM, then I'm back to square one.

 

All internal wiring has been removed, (I've moved the router so that it's at the point the line comes in to the property.)

The NTE has been replaced.

I've tried 4 different modems. (Huawei, ECI, homehub 5, netgear DM200)

 

I really don't know what to do next. The engineers don't seem to know either.

 

Any advice gratefully recieved.

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7 REPLIES 7
Moderator
Moderator
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Message 2 of 8

Re: Getting a fault actually resolved.

Hi @ConstantDisconnects and welcome.

 

I'm really sorry you're having so many problems with the connection. Have you checked for any noise on the line? Can you try connecting a phone to the test socket and dial 17070 option 2? Let me know how you get on.

 

Cheers

 

David

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Message 3 of 8

Re: Getting a fault actually resolved.

No noise on the line. I had an engineer here two days ago who said the line is crystal clear.

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Moderator
Moderator
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Message 4 of 8

Re: Getting a fault actually resolved.

Thanks for confirming that @ConstantDisconnects. It could be an intermittent fault so it's worth trying the test to rule it out. Does anything else happen when the drops occur? Are there any electrical devices, heating pumps or street lights switching on at that time.

 

Cheers

 

David

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Message 5 of 8

Re: Getting a fault actually resolved.

I've been unable to identify a pattern. If you look at the latency/loss graphs, red from the top of the graph highlights a drop and/or packet loss.

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Moderator
Moderator
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Message 6 of 8

Re: Getting a fault actually resolved.

Thanks for getting back again @ConstantDisconnects.

 

I don't think there will be a quick fix for this but I'll be happy to lend a hand if you wish. Just drop me over an email with your details. You'll get the contact the moderators link in my profile.

 

Cheers

 

David

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Message 7 of 8

Re: Getting a fault actually resolved.

Thanks David, would appreciate any assistance in getting this resolved!

 

I can't see a contact link in your profile though. (I am logged in)

 

 

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Moderator
Moderator
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Message 8 of 8

Re: Getting a fault actually resolved.

My mistake @ConstantDisconnects Smiley Embarassed. You should see the link now.

 

Cheers

 

David

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