topic Re: 2 days after a fixed fault broadband is slowing down again. Cmon in Broadband

Major drop in download speed

weeally46 — Sat, 15 Oct 2022 16:34:24 GMT

Hello, the conection has been slowly dropping speed since the 28 Sept.

SNR usually sits around 6db but has slowly increased to 21db!!

Openreach were due yesterday and I don't think they showed up.

Router stats attached.

Re: Major drop in download speed

jab1 — Sat, 15 Oct 2022 16:38:04 GMT

@weeally46 What is your 'normal' D/L speed? Is there any noise on the telephone line?

Re: Major drop in download speed

weeally46 — Sat, 15 Oct 2022 16:47:58 GMT

Between 17000kbps and 21800kbps.

There is intermittent noise on the phone line.

Re: Major drop in download speed

jab1 — Sat, 15 Oct 2022 16:51:22 GMT

Do you have an open fault ticket? If so, reply to it saying something to the effect of 'Fault not fixed'. If not, report a PHONE fault via: https://www.plus.net/help/report-a-problem/phone/

Re: Major drop in download speed

Gandalf — Sun, 16 Oct 2022 14:14:31 GMT

Hi there!

I'm really sorry for the issues with your service and an engineer hasn't shown up.

Unfortunately our suppliers didn't have enough engineers on the day so they struggled to get through all their work.

Can I arrange another visit with you? If so when could you be available? As you may know the engineers work weekdays and occasionally Saturday's 8am to 1pm or 1pm to 6pm.

Re: Major drop in download speed

weeally46 — Sun, 16 Oct 2022 20:08:45 GMT

Hello @Gandalf

I'm working all week but tomorrow afternoon would suit me.

The line has got alot worse over the weekend to the point were its almost unusable with a family using it.

Noise has increased again to 24db and downloads are at 3mbps if im lucky, in all of this the upload seems fine.

Re: Major drop in download speed

weeally46 — Tue, 18 Oct 2022 03:33:01 GMT

Hi @Gandalf
Things are still not looking good.

Re: Major drop in download speed

Gandalf — Tue, 18 Oct 2022 11:27:41 GMT

Hey, sorry for the delay. I've been out of the office.

Are there any other times you'll be available for an engineer visit apart from yesterday?

Re: Major drop in download speed

weeally46 — Wed, 19 Oct 2022 23:09:23 GMT

Hi @Gandalf
Dont worry about it
Ive got an engineer booked for friday afternoon, really need this fixed asap.

Thanks

Re: Major drop in download speed

weeally46 — Fri, 21 Oct 2022 16:38:12 GMT

Hi @Gandalf

An engineer was out today but the problem is still there.

29db now and under the minimum speed.

Re: Major drop in download speed

Gandalf — Fri, 21 Oct 2022 17:30:27 GMT

Hi @weeally46,

I'm sorry to see you're having issues after the engineer visit. Just to confirm, is your phone line still crackling?

Re: Major drop in download speed

weeally46 — Sat, 22 Oct 2022 07:49:07 GMT

It's better and a new faceplate fitted.

The broadband is at 2268kbps down and 1100kbps up, 31db snr.

Re: Major drop in download speed

weeally46 — Sun, 23 Oct 2022 16:50:33 GMT

Hi @Gandalf

Broadband is running below my guarenteed speed of 2.9mbs and I can do a btw preformance test.

There has been alot of powercuts in the area lately I think this is part of the problem.

Can you send me the engineers report from the other day?

Thanks Alastair

If this problem isn't fixed asap, I will have to change suppliers is been over a week.

Re: Major drop in download speed

jab1 — Sun, 23 Oct 2022 16:55:22 GMT

@weeally46 If this issue is down to BT/OR infrastructure, changing ISPs will have no useful function - unless you change to one who use their own infrastructure.

Re: Major drop in download speed

weeally46 — Sun, 23 Oct 2022 18:29:56 GMT

This is a more recent speed test.

Re: Major drop in download speed

jab1 — Sun, 23 Oct 2022 18:34:32 GMT

To use a Yorkshire phrase: Summats not reight, there. Try again in an hour or so - that failed, for some reason.

Re: Major drop in download speed

weeally46 — Sun, 23 Oct 2022 19:08:53 GMT

@jab1 @Gandalf

Here is the BT diag

Re: Major drop in download speed

jab1 — Sun, 23 Oct 2022 19:14:04 GMT

Better - but not by much.

Re: Major drop in download speed

Gandalf — Sun, 23 Oct 2022 19:39:52 GMT

Hi Alastair,

From what I can see the only work the engineer logged that they'd carried out was replace the master socket faceplate.

As your phone line's improved, I've reset your line to remove the ~2mbps speed restriction which was automatically placed by the equipment at the exchange, due to the fault you had.

The line reset should go through within 24 hours, let me know how it goes.

Re: Major drop in download speed

weeally46 — Sun, 23 Oct 2022 21:13:39 GMT

@Gandalf

Better, SNR back to 6db.

Hopefully thats it.