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JonathanAnsell
Contributor
93 Views
Message 11 of 16

Re: Fault Logging Problem

Well a quick update.

The broadband has been connected for over 7 days with no disconnections. The download speed is up to 27.5 Mbps with an attainable of 30.5 Mbps.

The downstream snr is slowly heading back down towards 3db.

Looks like something was fixed but we will have to wait and see.
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JonathanAnsell
Contributor
74 Views
Message 12 of 16

Re: Fault Logging Problem

Well the issue seems to be back.

Got a call to say the broadband is running slow.
Ran a test via the BT app which showed 12.5Mbps down and 3Mbps up.
Checked on the dsl checker and that shows that last reported speed on 08/02/2019 as 12.8Mbps down and 3.32Mbps up.
Ran a diagnostic via the BT help section and it showed the line as stable but when it tried to run a speed test it failed.
On a second attempt the test completed and was up at 25.4Mbps and 4.4Mbps up.
Confirmed with parents that the router light went orange when the test ran.

Can’t get any further details at the moment but they’ve already had two engineer visits and neither has resolved their issue.

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Distinguished Sage
Distinguished Sage
69 Views
Message 13 of 16

Re: Fault Logging Problem


@JonathanAnsell wrote:
Well the issue seems to be back.

Got a call to say the broadband is running slow.



Who called you, as there are a lot of scammers making calls like this. BT would never call you to say its running slow.

http://bt.custhelp.com/app/answers/detail/a_id/48253/kw/scam%20calls/c/761,6077

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Distinguished Sage
Distinguished Sage
59 Views
Message 14 of 16

Re: Fault Logging Problem

His parents presumably.Smiley Wink

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JonathanAnsell
Contributor
41 Views
Message 15 of 16

Re: Fault Logging Problem

Yes it was my parents who rang.

I've attached two screen shots from the dsl checker. One from last night and one from this morning. I've also attached the technical log as that shows the drop in connection when I ran the diagnostic.

I've got the event log too which shows disconnections on numerous days. There's a period after which the engineer visited where it was stable and then we get the same reoccurance of disconnections again.

 

Picture 2.pngPicture 1.pngPicture 3.png

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JonathanAnsell
Contributor
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Message 16 of 16

Re: Fault Logging Problem

So I reported on Twitter that I get an error message when trying to run further diagnostics on the wholesale speed tester and thought I'd ask the agent to test my parents line after he tested mine.
They advised they had found a fault and would raise it with Openreach and contact my parents on Wednesday.
Low and behold this afternoon my mum found an OR engineer in her garden testing the external grey box on the wall.
After some testing inside and outside the house he identified there was potentially a fault with an underground cable.
He went off to the cabinet to test there and said he'd call if he fixed it otherwise he'd pass it off to another engineer to come and check.
BT have confirmed they are arranging an underground engineer to attend.
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