Experiencing frequent loss of fibre broadband

[#1]

I appreciate that @jab1 we have to follow our processes and make sure we are looking at everything to rule out anything it's not before we can look at an engineer if it's needed.  

[#2]

@SammyM I don't want to appear to be trying to teach granny how to suck eggs, but from that log, it is fairly clear that there is a fault. I am aware that BT Consumer Group have 'procedures' - shades of GPO Telephones of the past, but surely you (PN) can  see there is a fault? I can, and I don't have as much access to data as you do.

[#3]

@Pauline_S I presume your Hub is plugged directly into you master socket - with a filter if a single socket one, or into the DSL port if a dual-socket type?

[#4]

...Why would a filter dongle be needed if there is no phone line attached? Keep it simple!

Plugging the router directly into the test socket of the NTE master socket might make more sense, surely?

[#5]

@pvmb good point, and keep forgetting about that.

[#6]

@pvmb @jab1 

Unless you have a cable with a RJ11 and a BT phone plug on it you will need to keep using a DSL inline filter or the master socket faceplate as a media converter.

[#7]

@Dan_the_Van Thanks, I wondered about that after I had posted above, but got distracted elsewhere before I could query/correct it.

[#8]

Hi again, wow lot's of replies since my last visit.

I'll try and explain our setup.

We have a 5C Master socket with both phone and broadband connections - same as this one - https://community.plus.net/t5/image/serverpage/image-id/10636iFFDF80DC0E479249/image-size/medium?v=v...

• The Hub Two is connected to the 5c sockets bb connection, phone socket left empty as we've no landline anymore.
• One Mesh node is connected via ethernet LAN 1 on the Hub
• 2nd Mesh node is upstairs

The Mesh is setup as a wireless access point so we have WiFi turned off on the hub and let the Mesh sort the rest out.

Tested the Hub Two without the Mesh for the last hour or so over tea and experienced the same issues.

We were with NOW previously and used the exact same setup.

Everything has been pretty much perfect for 3 weeks and then this has started, it's so frustrating as you never know when it's going to off, the last dropout was 30 mins ago.

At a loss

[#9]

Ta Pauline, can you disconnect the mesh system now and get back to me here so I can run another test straight away?  

[#10]

I've just disconnected the mesh Sammy 👍

[#11]

Ta Pauline,  you can plug it back in now. 

This has ruled out internal but as it's still above your minimum guaranteed speed and engineer will not do anything.  Can you keep an eye on it and lets us know if it drops more.  

[#12]

@SammyM With the greatest respect - seriously - do you think the almost constant DSL drops are acceptable, even if it is still 'above the MGS'. I certainly don't.

Any chance of a Radius graph?

[#13]

They will in regards to the drops, I am currently sending a ticket to the customer with our course of action. I just can't post account specific information on here.  

[#14]

So, they regard defects/faults in their own system as 'acceptable' , even if they impacts a customers experience. If so, I think it is time someone dragged them out of 1950's.

[#15]

@SammyM Thanks for the info, we worried about an internal issue and hoping it was external so an engineer would be called.

The speed isn't really an issue, anything over 50Mbps is fine but the constant disconnects are unacceptable, if this had happened within the 14 days cooling off period they we would have seriously thought about ending the contract early, now we're stuck i guess.