Line sync dropped after BT openreach work.

[danyulo]

Hello  all,

I am not a BT customer, and I realise this may be inappropriate me posting this here, but I am out of other options.

For several years at my home on a part fibre connection, my line has always synced at around 54,000 kbps. 2 weeks ago, i met a BT engineer in a manhole right outside my house with a bunch of cables in his hand. He said he was dealing with a copper wire fault affecting my next door neighbour. When I returned home, i noticed my sync speed had dropped by around 10,000 kbps. I have not been able to address this after several restarts.  Nothing else has changed in my set-up.  My ISP (ID-Net) say that the line is still working within expected parameters, they dont regard it as faulty, and BT Openreach would not accept it as faulty.  So I am stuck.

A drop of 10,000 kbps may not sound like much, but it is a 20% speed reduction for me.  It’s the difference between 4K and HD.

Does anyone have any advice on how I could get BT Openreach to treat this as a fault and restore my previous sync speed please?

[licquorice · Accepted solution]

There is no such company as BT Openreach, it is just Openreach. This is a BT retail forum and has no connection with Openreach. You need to pursue the problem with your ISP. The engineer would have been Openreach, not BT. 

Its possible the engineer disturbed your pair whilst working on the fault causing DLM to take action. Continually restarting your router would only have made things worse. If this is the case, given time and a stable connection, DLM will restore your speed.

[danyulo]

ok thanks for the advice licquorice

[chrisjp]

I had a similar issue when an Openreach contractor replaced the pole carrying my FTTC copper line to my house and my broadband speed dropped from around 70Mbps to around 25Mbps.
I used the fault reporting website to report this (www.bt.com/exp/engineer-booking) and a BT technician came to my house within a couple of days. I pointed out that the fault was almost certainly with the Openreach pole, he agreed, but said the procedure he had to follow was to inspect my internal system first. He did various things including trying a new hub but none made any difference. He was then able to report the fault to his line management as a likely Openreach one, and this resulted in an Openreach technician attending within a few days. He fixed the fault in connections at the top of the pole and this ultimately restored my broadband speed.
You might be able to take a similar action, but be prepared for a long and likely fruitless visit from a BT technician before Openreach can be called in!

[danyulo]

Thanks chrisjp.

When i go to that site i get redirected to "...help/test-broadband-connection" which i think is then trying to do an automated test.  My ISP has now said that they can report this to Openreach, but that they are likely to see no fault

[licquorice]

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@chrisjpwrote:
I used the fault reporting website to report this (www.bt.com/exp/engineer-booking) and a BT technician came to my house within a couple of days. 
You might be able to take a similar action, but be prepared for a long and likely fruitless visit from a BT technician before Openreach can be called in!

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@chrisjp  You may have missed that BT isn't the OP's ISP.