Broadband and phone fault

[#1]

For the last couple of days our phone line has started to crackle and our normally stable fibre broadband is now regularly disconnecting with high error rates, as you might expect. I have checked from the Test Socket but this makes no difference.

I have raised fault ticket #228165855 and it would be great if one of the PN forum team can take a look at this for me please so we can quickly get things sorted out.

[#2]

@dgilbert2 Your fault will get sorted in rotation. Did you raise the fault via the 'auto-bot' link, or some other method?

[#3]

@jab1 , thanks for your reply. Fault raised by this link faults.plus.net 

[#4]

OK. Not the quickest route  these days.

[#5]

@jab1 , what is a quicker route then please?

[#6]

If you had raised a PHONE fault - for that is what it is - via https://www.plus.net/help/report-a-problem/phone/ it would have been actioned much quicker, but as you already have a ticket open, I would advise against going down that route - it may cause confusion.

[#7]

Thanks, will allow the ticket and this post to assist for now, has always worked in the past 😉.

I've attached my broadband performance over the last 24hrs below for reference, the prior day was similar. In 48hrs there have been 13 disconnects, increasing.

[#8]

Looking at that SNR plot, it could be either a phone line or broadband issue - is your phone line clear - dial 17070 and select option 2 - there should be silence apart from the regular 'Quiet Line Test' message?

[#9]

Yes, the phone line crackles too, so to me points towards a copper cable fault affecting both voice and broadband. We had something similar a couple of years ago which Openreach fixed, turned out to be an underground cable issue back then. As mentioned earlier, I'm now using the "test socket" to rule out issues on myside.

[#10]

Another bad period, the line fault seems pretty regular now as the SNR plot indicates, even though I'm now back on a 6dB profile (was 3dB), no surprise there though ☹️. Disconnect count gone up to 20. Hoping this can get sorted out soon as streaming is now unreliable. @Gandalf , last time we "spoke" you said to come back to you if any further problems, what are you thoughts on this please?

[#11]

Hi @dgilbert2,

I'm sorry to see you're having issues with your service again. 

If your phone line's crackling then we'd ought to get that looked at first as it's likely your broadband will settle down once it's fixed. I've tested your line and the tests aren't showing the cause for the noise, so we'd need to arrange an engineer visit to investigate further. Are you home any days from Tuesday next week? 

[#12]

Thanks for looking at this for me @Gandalf .

Yes, I'm available anytime Tuesday.

[#13 · Accepted solution]

Awesome. I've arranged the engineer visit for Tuesday 11th October between 8am and 1pm.

Let me know how it goes. 

[#14]

Perfect, thank you. Will post back on Tuesday with how the engineer gets on.

[#15]

No problem and sounds good