topic Re: Wrong line activated in house in Broadband

Wrong line activated in house

Louismoodie — Mon, 06 Jun 2022 12:51:49 GMT

I recently joined plusnet, previously I had two lines in my house, one was with sky and the other with talktalk.

I always had issues with the sky line, they accepted there was an issue but when it was “resolved” much the same issues occurred again.
I cancelled talktalk a couple of months back, and cancelled sky a month ago.
When signing up, I did not provide my old number for sky, as I was hoping that would mean the lines would become ceased, and an engineer would come out to connect my plusnet up.

Unfortunately that did not happen.

Is there anyone that can assist with this?

My main faults with the line it’s inherited is, jitter and slowed sync speeds.
This line is sitting at 64mb down, which did go to 69mb for 2 days before DLM kicked it back to 64mb.
My other line sat at 80mb constant, no jitter either.

I was told there was an issue with the cable between the telephone pole and the end of the road, however it is buried cable so a special team would have to dig the cable to fix the issue (I never saw the road touched but openreach previously reported as fixed)

I could get this line investigated again but the easiest fix would be to switch the line that is being used from cabinet to master socket.

Thanks in advance.

Re: Wrong line activated in house

Strat — Mon, 06 Jun 2022 13:49:04 GMT

Moderators Note
This topic has been moved from Fibre Broadband to Broadband.

Re: Wrong line activated in house

jab1 — Mon, 06 Jun 2022 13:55:06 GMT

@Louismoodie As you cancelled the TalkTalk line first, it is highly likely - after two months - that BT will have re-provisioned it on another customers connection, leaving only the SKY one available to Plusnet.

Re: Wrong line activated in house

Louismoodie — Mon, 06 Jun 2022 14:25:23 GMT

Possibly, but I have seen 2 moves to virgin since the line was d/c’d 2 months ago, from properties on the same pole.

I literally just want the other pair from my drop wire connected to my line at the cabinet, I know one line has some damage/fault and the other seemed near perfect!

Re: Wrong line activated in house

bmc — Mon, 06 Jun 2022 14:29:15 GMT

@Louismoodie

Are you sure you've got two physical cables running to your house?

The OpenReach cable probably has 3 pairs of twisted wires, each of which can be used to provide a phone line.

Brian

Re: Wrong line activated in house

jab1 — Mon, 06 Jun 2022 14:58:53 GMT

@Louismoodie wrote:
Possibly, but I have seen 2 moves to virgin since the line was d/c’d 2 months ago, from properties on the same pole.

I literally just want the other pair from my drop wire connected to my line at the cabinet, I know one line has some damage/fault and the other seemed near perfect!

I may possibly be wrong here - someone with more knowledge of the BT infrastructure may correct me - but the connection to your 'good' line may have already been reused, as I inferred in my previous reply, sorry I wasn't more explicit.

Re: Wrong line activated in house

Louismoodie — Mon, 06 Jun 2022 15:55:45 GMT

Hi Brian, hopefully can clear up any questions here:

I have 1 drop wire, using two pairs.
Across the road at the pole, I was using 2 completely separate lines back to cabinet.

All I know is the physical line that I’m using now was tested before due to faults.
And the engineer from OR found that the line had no issues at the end of the road when he tested at that point. (Man hole area, not sure the correct name)
From there he then tested at bottom of pole and there was a fault, so he knew the cable had some sort of degradation or fault between end of road and telephone pole.

The other line I was using had no issues when tested at same points.

I was told the cable was going to be repaired but the road was going to need to be dug up (which never happened)

The only way I was able to get sky previously to accept a fault, was I had 2 lines simultaneously, one at 50mb and one at 80mb.
I fear I won’t get an engineer visit for the current line as it sits above the guaranteed speed.

Re: Wrong line activated in house

jab1 — Mon, 06 Jun 2022 16:26:34 GMT

@Louismoodie wrote:
Hi Brian, hopefully can clear up any questions here:

The only way I was able to get sky previously to accept a fault, was I had 2 lines simultaneously, one at 50mb and one at 80mb.
I fear I won’t get an engineer visit for the current line as it sits above the guaranteed speed.

I thought one line was SKY, the other TT - in which case you would have two cables from your pole and two drop-wires.

Re: Wrong line activated in house

Louismoodie — Mon, 06 Jun 2022 16:48:10 GMT

Most certainly one drop wire, the openreach guy was more inclined to try the existing spare pairs before pulling another wire across from the pole.

Re: Wrong line activated in house

jab1 — Mon, 06 Jun 2022 16:55:39 GMT

If you were using the services of TT and SKY at the same time (as inferred), you would HAVE to have two lines. The same would apply if you had two services from the same provider (as later inferred) - a phone line can only have one broadband account on it.

Re: Wrong line activated in house

bmc — Mon, 06 Jun 2022 17:23:31 GMT

I'm not technically minded but I thought you could have two lines from the same drop wire - each uses a different twisted pair.

Two lines at the house, one drop wire and then two connections at the chamber.

Brian

Re: Wrong line activated in house

jab1 — Mon, 06 Jun 2022 17:28:59 GMT

@bmc You may be correct, but I think you would then be paying for two phone lines - you can only have one phone/broadband circuit on one phone number.

I may have got some of the detail slightly wrong, and the forum member who could explain it correctly doesn't seem to post these days.

Re: Wrong line activated in house

Louismoodie — Mon, 06 Jun 2022 17:32:02 GMT

I have 1 drop wire, inside the drop wire is multiple pairs, I’m not sure how many.
One pair was connected to my sky line at the time at the pole.
The talktalk line was connected to another pair at the pole.
From pole to cabinet was 2 independent cables.

Re: Wrong line activated in house

jab1 — Mon, 06 Jun 2022 17:37:12 GMT

So you were paying for two phone connections - as you can only have one phone/broadband circuit on one phone line? Still doesn't sound quite correct to me, as I know two of my neighbours have had two phone connections at the same time - one paid by them, one by their employer, and it both cases this necessitated two connections in to their property.

Re: Wrong line activated in house

bmc — Mon, 06 Jun 2022 18:27:59 GMT

@jab1

Given the OP would notice a second drop wire I think we can assume I got it right for that property. However, I'm happy to accept that OR could well put in a second drop wire if required. This is beyond my technical knowledge.

Going back on topic a bit, if the faulty wire is from the pole to the cabinet then the "good" wire may or may not still be available. The OP pointed out speeds are above the handback threshold so I think it's unlikely they'd get another engineer out.

Brian

Re: Wrong line activated in house

jab1 — Mon, 06 Jun 2022 18:39:12 GMT

@bmc

I still think there is something 'not quite right' here - from my reading of the way phone lines are installed and services provided, the 'split' occurs at the DP - whether it be an underground or overhead one - and a cable for each service is then run to the property, not as one cable that somehow magically splits at the end of the drop wire, As I said previously, one wire will only carry one connection from the DP.

Re: Wrong line activated in house

Gandalf — Mon, 06 Jun 2022 18:51:00 GMT

Think of a phone line as a ‘pair’ rather than the whole of the dropwire itself as that’s in effect the cable and there can be multiple pairs running alongside each other. Each pair can have its own service and number.

I’m not in the office today, but from what’s said here, it sounds like we’ve restarted the Sky line rather than TalkTalk’s although we wouldn’t have been able to tell the difference between the two lines.

We could have manually ‘forced’ an engineer visit rather than carry out just external work, but even then there’s no guarantee they’d connect a specific pair, plus that other pair could have been re-used to a different property.

Re: Wrong line activated in house

Strat — Mon, 06 Jun 2022 18:53:49 GMT

In my Daughter's case a multi core cable comes from the pole to a box on the next door neighbour's house.

Two wires emerge from the box.

1 wire drops down into the neighbour's house and the other carries on to my Daughter's house.

Re: Wrong line activated in house

jab1 — Mon, 06 Jun 2022 18:58:16 GMT

Makes sense, @Strat - but you still have two distinct cables, each with a drop wire to the individual properties. I can't personally see BT running multi-core cable to one property, but I may be wrong.

Re: Wrong line activated in house

Strat — Mon, 06 Jun 2022 19:28:24 GMT

@jab1

The drop wire to my house has 3 twisted pairs, one twisted pair in use by me with the other 2 pairs as spares.