Day 11, 3 Engineers still no broadband

[#1]

Its now day 11 of my fault 134934380

I have had 3 engineers to the house. One not certified for "underground work". The last engineer turned up unannounced  on Saturday but did get rid of the noisy phone line. 

He said your broadband will be fixed when he did something at the exchange.  Nope

Phoned plusnet who tell me interleaving switched on may fix it. I dont want interleaving on, as it was working fine before the fault.

Phoned again as there wasnt an update. They could see it synced at 6meg. Still no normal speed.

They said they would escalate it, but I have had no update.

Currently 0.12 download

ping sits at 24ms until you do anything online then it goes to 3000+ms then times out.

My neighbour had a new line installed 10 days ago... coincidence?

My house wiring and router are working.

Please fix my broadband.

At my wits end 

[#2]

Hi Tideclock,

I'm sorry to see the need for an underground engineer hasn't been acted upon yet

The first mention of this I see on the engineer's notes was added on the 5th ( last Thursday)

I've rejected our suppliers clear on the fault and will follow that up with a phone call to them now to make sure they book the engineer with the correct skills needed.

With regards to interleaving we can get this removed for you at any point but would recommend we leave that until the line fault has been fixed.

[#3]

Thanks Adam,

The last engineer did "go underground" and found a fault in a join, which fixed the noise on the line, but as I said it hasnt fixed the non existent broadband.

[#4]

After digging further I can see 2 engineers worked on this on Saturday, the one that visited you found no fault but it looks like he was unaware of a separate engineer who fixed the underground fault at around the same time.

Line tests now confirm that's been resolved, our connection logs also show you've been online for almost 24 hours.

Can you let us know in more detail what's happening when you try to access the internet as there's no issues from our point of view.

[#5]

Hi Adam,

A BT wholesale speed test I get 0.12 down and 0.38 up. My usual speed is at least 6 down and 0.38 up.

The ping response is 24ms (to 8.8.8.8 ) if nobody uses the internet, but as soon as anyone goes online ie uses a browser, steam, etc then response goes all over the place up to 3000ms+ then times out.

I have tested with the router conencted directly to the test socket and my laptop cabled to the router.

Every time I see an openreach van near my house it usually spells trouble for my line. Odd my neighbour had a new line 10 days ago and our line had a fault at the same time. 

FYI there aren't many houses on our road

Also router is a draytek 2820n with the latest firmware. No cable issues in the house.

As you can appreciate I pay for several services, apple music, netflix, prime etc which cannot be used just now.

I am a IT support tech and need to work remotely some evenings, which I cant just now.

I presume I will get a reduced rate this month from Plusnet for the fault?

Thanks

[#6]

Adam,

you may see "no issue from your point of view"

From my point of view I don't have any useable internet connection 

[#7]

OK, I'm aware from checking the history of your account that you usually connect over WiFi but have previously tested over ethernet for us. Can you check this for us again if you haven't already today?

[#8]

Hi Adam,

I am at work at the moment but asked my Son to test using bt wholesale speed test and the page wont even load for him. His PC is wired.

I will also test with another router using the test socket when I get in tonight.

Thanks

[#9]

Hi Adam

Different router and no change

Tested wired direct to test socket. I also Changed the micro filter and no change, 0.14 down

Has to be a fault between my house and exchange

router stats

	Upstream	Downstream
Current Rate (Kbps)	448	6592
Max Rate (Kbps)	1144	6592
SNR Margin (dB)	24	15.1
Line Attenuation (dB)	16.5	30
Errors (Pkts)	0	0

Typical pings

Reply from 8.8.8.8: bytes=32 time=24ms TTL=57

Reply from 8.8.8.8: bytes=32 time=24ms TTL=57

Reply from 8.8.8.8: bytes=32 time=294ms TTL=57

Reply from 8.8.8.8: bytes=32 time=24ms TTL=57

Reply from 8.8.8.8: bytes=32 time=803ms TTL=57

Reply from 8.8.8.8: bytes=32 time=1657ms TTL=57

Request timed out.

Reply from 8.8.8.8: bytes=32 time=1006ms TTL=57

Reply from 8.8.8.8: bytes=32 time=590ms TTL=57

Reply from 8.8.8.8: bytes=32 time=1028ms TTL=57

Reply from 8.8.8.8: bytes=32 time=281ms TTL=57

Reply from 8.8.8.8: bytes=32 time=1956ms TTL=57

Request timed out.

Reply from 8.8.8.8: bytes=32 time=1844ms TTL=57

Reply from 8.8.8.8: bytes=32 time=310ms TTL=57

Reply from 8.8.8.8: bytes=32 time=2181ms TTL=57

Request timed out.

Reply from 8.8.8.8: bytes=32 time=2089ms TTL=57

Request timed out.

[#10]

DAY 12

no broadband

no ticket update

[#11]

I'm testing your line now before raising a broadband fault, cheers for trying what you have so far.

[#12]

Thanks

I have replied to the ticket

[#13]

As I still had the appointment book open from when I last replied I've just managed to book the AM slot for tomorrow for you and updated the ticket accordingly. 

[#14]

Thanks Adam

[#15]

DAY 13 beyond a joke now

Hi Adam,

The "specialist faults investigator" turned up today.
He phoned me to say he was on his way, and I explained the situation to him.
I also had a print out my wife gave him, and also a spare router so he could test from the test socket if need be.
I told him we normally get at least 6Mbps (we did get 6-7 easily before the fault).

He phoned me later to say that he had replaced the master socket face plate and to use the router connected directly to the master socket.
I did say we have normally been fine when using an extension outlet and filter.
He said he got 6Mbps which I thought great, back nearly to normal.

But when I got home I saw a Mk3 socket had been fitted, which then the penny dropped why he said to use the router conencted to the master socket.
Now I cant use my router from the living room outlet (where we needed wifi from the router). I will now have to buy another access point to cover the living room.

He said 6Mbps but I can only get 5Mbps maximum. This is not good enough. There is obviously still an issue from the original fault and the "join" the other underground engineer "fixed".

Worse is the latency see below. Gaming is impossible.

This is now day 13 and still not back to where it is acceptable.

In what way was the "specialist faults investigator" a specialist as I asked him is the latency better, he replied "whats that?"

Seriously Open reach have been hopeless. There is a fault on the line or I wouldnt be getting the poor results below. Its not rocket science to fix a cable properly.

Reply from 8.8.8.8: bytes=1472 time=722ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=694ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=755ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=682ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=629ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=812ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=638ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=577ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=481ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=514ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=692ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=640ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=699ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=556ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=624ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=721ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=696ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=731ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=738ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=480ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=1215ms TTL=59

Ping statistics for 8.8.8.8:
Packets: Sent = 1394, Received = 1385, Lost = 9 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 53ms, Maximum = 2363ms, Average = 251ms