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andrew1210
Contributor
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Message 11 of 23

Re: BT VDSL New Cabinet SNR Change

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Hey, thanks for the reply.

The quiet line seems ok, but the line is terribly unstable - try telling BT that.  I'm an IT engineer by trade, and have tried multiple times in the past week to speak to someone and sort a visit - they refuse because the automated line test on their side says all is ok!!

This is a long running matter to get firbe upgraded in the lcoal area that involved our MP, and a meeting with Mark Dames, MD BT Regions.  It's risiculous the levels that a customer has to go to prove there is clearly something wrong!

 

Thanks agai for your time.

 

Andrew

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imjolly
Distinguished Sage
Distinguished Sage
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Message 12 of 23

Re: BT VDSL New Cabinet SNR Change

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As you are having problems getting engineer visit I have asked mods to try and help. They will post here tomorrow



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andrew1210
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Message 13 of 23

Re: BT VDSL New Cabinet SNR Change

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imjolly - thank you very much - appreciate that.

It really is so frusting having any sort of communication with BT.  It really was an interesting experience how quickly things changed last year once the MP and a few of us local residents got involved.  Within a few days we had been in touch with the executive level complaints team and had a meeting in our home with BT, Digital Scotland and the MSP - 10 months later and a new cabinet is installed - shame the line is so bad!

However, it is encouraging that the neighbours now have upwwards of 40Mb downlink and 12 uplink.  Hopefully we'll get there eventually.

 

Thanks again,

Andrew

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andrew1210
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Message 14 of 23

Re: BT VDSL New Cabinet SNR Change

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Also, on speaking to a neighbour fed off the same pole, and reviewing this person's router logs (ISP is Sky) - there own router logs show 32  WAN disconnects over the last four days - surely this can't be normal

Regards,

Andrew

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imjolly
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Message 15 of 23

Re: BT VDSL New Cabinet SNR Change

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sounds like a common problem maybe the box at the top of pole is letting in water



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andrew1210
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Message 16 of 23

Re: BT VDSL New Cabinet SNR Change

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Yeah, the infrastructure is ancient around the property - I'm starting to save the logs and so is the neighbour - will be interesting to see if there is a change in behaviour in the next few days when the 7 days that we call summer in Scotland is due to hit!

 

Andrew

 

 

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DanielS
Moderator
Moderator
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Message 17 of 23

Re: BT VDSL New Cabinet SNR Change

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Hi @andrew1210,

I'm sorry to hear about the problems you have. We can certainly look into everything for you and request an engineer if needed. To help rule out any potential charges; please review the following page: Engineer charges. It explains the reasoning for most charges.

To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser.  Complete that form and we'll get back in touch with you.

Thanks

DanielS

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andrew1210
Contributor
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Message 18 of 23

Re: BT VDSL New Cabinet SNR Change

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Thanks Daniel for the reply - I have responded using the form as requested.

 

Regards,

Andrew

DanielS
Moderator
Moderator
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Message 19 of 23

Re: BT VDSL New Cabinet SNR Change

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Thanks @andrew1210.

We'll be in touch as soon as we can over the next couple of working days.

Thanks

DanielS

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andrew1210
Contributor
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Message 20 of 23

Re: BT VDSL New Cabinet SNR Change

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Hi,

Just keeping this up to date - we've had very calm and settled weather the last couple of days and the connection has been more stable - only two drop-outs over the weekend.  Currently reached 16 hours uptime on the WAN connection

Compare that to the storm we had last week when the conenction dropped out 15+ times in one 24 hour period.

Noise margin on the line still sitting at 5.8 / 8.0
attenuation: 32.4/29.4

cabinet is 450 meters from house, using an online distance measure map following the poles/underground duct to cabinet

Andrew

 

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