no service for over 6 weeks
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- Re: no service for over 6 weeks
no service for over 6 weeks
17-10-2018 10:26 PM
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Re: no service for over 6 weeks
18-10-2018 2:41 PM
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Sorry to hear you're still unable to connect after so many engineer visits.
I can see we've raised an escalation with our suppliers because of this to make sure that the next engineer who goes out tomorrow morning thoroughly investigates the fault to determine the cause of the problem and put steps in place to fix it.
Let us know how it goes.
Re: no service for over 6 weeks
22-10-2018 1:48 PM
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Re: no service for over 6 weeks
22-10-2018 5:30 PM
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Hi @loulou24 ,
The answer to your question is really a double edged sword.
Whilst you'd undoubtedly get better speeds via fibre, the amount of dropouts you're receiving shouldn't be affected by changing over to fibre and so I'd recommend going down the engineer route to actually get the issue fixed, before you commit to paying more monthly.
The testing results from today, listed below, show both the copper line test and your connection logs:
Copper Line Test
Circuit ID:<REDACTED FOR SECURITY>
Service ID:<REDACTED FOR SECURITY>
Telephone NO.:NATest Executed On:22-10-2018 16:47:19
Status:Fail
MFL:CAOR Test ID:dys00556dat01:136086537
Test Outcome:CIDT FAULT - HIGH RESISTANCE IMBALANCE DETECTEDDTR:T307
Copper Test Details
A to EB to E
Capacitance:261 NanoFarad266 NanoFarad
DP Line Length Estimate:4178 MetresDN
Line Length Estimate:4191 Metres
Celerity:54.4 dBLine Loss:54.88 dB
Line Stability:
Fault Report Advised:Y
Service Level:2
BRAGOutcome:Good
Faceplate:Cannot Be Detected
As we can see from the above, you're receiving an inordinate amount of drops and coupled with the fault test results above that, it certainly looks as though we're dealing with a line fault that I don't think upgrading will repair.
Our copper tests are telling us that an engineer is required although I can certainly appreciate your reluctance to take this option given the amount of times engineers have already visited you.
At this stage we have 2 options:
a) book a repair engineer in who will hopefully identify the issue and finally get it repaired
or
b) go ahead with the move to fibre in the hopes that the slightly different technology fixes the problem. My gut feeling is that it won't and you're basically going to be left with fault on your line but more to pay per month.
Please let me know how you'd like for us to proceed.
Re: no service for over 6 weeks
22-10-2018 6:04 PM
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Re: no service for over 6 weeks
23-10-2018 9:58 AM
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Apologies for any inconvenience caused.
Ultimately the decision is down to yourself on how you want to proceed.
Our tests are showing a high resistance fault at the property which would most likely still be present when you upgrade to fibre
Re: no service for over 6 weeks
23-10-2018 5:05 PM
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Re: no service for over 6 weeks
23-10-2018 9:19 PM
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Hi @loulou24
I've updated this ticket on your account so that we can progress this forward accordingly.
Once you've replied to it, give us a shout on here so that we can pick this up asap.
Thanks,
MoR
Re: no service for over 6 weeks
24-10-2018 12:21 AM
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Re: no service for over 6 weeks
24-10-2018 12:23 PM
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Hi @loulou24,
I sincerely apologise that this was not clearly explained when the request to move to Fibre was received.
I have updated the fault ticket on your account and sent a text message which will allow you to reply with your availability. If you are able to access the ticket, please reply so we can pick it up for you as soon as possible.
Thank you.
Re: no service for over 6 weeks
02-11-2018 7:43 PM
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Re: no service for over 6 weeks
04-11-2018 9:09 AM
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Re: no service for over 6 weeks
04-11-2018 12:26 PM
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Superuser citation
This topic has been cited by one of the Superusers; the purpose of which is to provide a note for information which might help to focus continued discussion (but might not result in a staff response).
I've raised a background question to check on what is happening.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: no service for over 6 weeks
04-11-2018 5:37 PM
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Re: no service for over 6 weeks
04-11-2018 6:02 PM
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- Re: no service for over 6 weeks