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mikrt
Contributor
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Message 1 of 18

2 weeks to fix Broadband dropouts!

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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

BT mobile report.png

Also please see hub Tech-log

BT log.png

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

BT 3.png

Thanks for reading

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17 REPLIES 17
Starwire
Recognised Expert
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Message 2 of 18

Re: 2 weeks to fix Broadband dropouts!

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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.

mikrt
Contributor
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Message 3 of 18

Re: 2 weeks to fix Broadband dropouts!

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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.

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NeilO
Moderator
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Message 4 of 18

Re: 2 weeks to fix Broadband dropouts!

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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.

mikrt
Contributor
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Message 5 of 18

Re: 2 weeks to fix Broadband dropouts!

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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

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mikrt
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Message 6 of 18

Re: 2 weeks to fix Broadband dropouts!

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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.

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imjolly
Distinguished Sage
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Message 7 of 18

Re: 2 weeks to fix Broadband dropouts!

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



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mikrt
Contributor
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Message 8 of 18

Re: 2 weeks to fix Broadband dropouts!

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Thanks for your help, here it is

BT 091120.png

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mikrt
Contributor
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Message 9 of 18

Re: 2 weeks to fix Broadband dropouts!

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And a larger version.....

BT 091120.png

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mikrt
Contributor
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Message 10 of 18

Re: 2 weeks to fix Broadband dropouts!

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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.

BT141120.png

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