Connection Dropping Out
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24-10-2016 1:52 PM
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Hi guys,
My connection is causing me problems, it seems to drop out at least once every evening for a few minutes, which is very annoying when gaming or streaming. Can someone check my line for up-time so I know whether to start investigating the WiFi?
I'm also still getting much slower speeds than estimated (see below) after six months of service. I'm getting around 29Mb down, 8Mb up so can this also be checked?
Unlimited Usage Allowance
49Mb - 64Mb download speed (estimated)
11Mb - 17Mb upload speed (estimated)
Many thanks.
Paul.
Fixed! Go to the fix.
Re: Connection Dropping Out
24-10-2016 2:18 PM
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We're seeing no disconnections:
Testing your line is showing that you are connected through to the cabinet at a lower speed than we'd expect:
Test Outcome | Pass |
Test Outcome Code | GTC_FTTC_SERVICE_0001 |
Description | GEA service test completed and no fault found but unable to check for customer equipment connected to modem. |
Main Fault Location | OK |
Sync Status | In Sync |
Downstream Speed | 32.4 Mbps |
Upstream Speed | 5.0 Mbps |
I'd advise getting this reported to us as a fault at https://faults.plus.net and letting us know when you have for the speed issue.
Re: Connection Dropping Out
24-10-2016 7:03 PM
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Hi Chris,
Thanks for the prompt assistance, I'll crack on with testing the WiFi. In the meantime I've had a ticket raised for my speed problem. The BTWholesale performance tester came back with "Your service was found to be performing poorly.
Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates poor service throughput performance after the third test."
Re: Connection Dropping Out
25-10-2016 9:14 AM
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I've taken a look over the fault report and it's been passed through for more investigation, however that's already come back saying an engineer visit will be needed. I've updated the fault ticket with that information, so if you can reply there we can get this picked up again.
Re: Connection Dropping Out
25-10-2016 9:33 AM
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Hi Chris,
I've responded on the ticket, thanks for your continued support.
25-10-2016 10:35 AM
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That's booked in and I've confirmed it on the ticket too, let us know how it goes.
Re: Connection Dropping Out
26-10-2016 2:20 PM
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Hi Chris,
The openreach engineer fixed a problem with the wiring which has opened my speed up to around 50Mbit. He did say this was still less than he would expect for an 80/20 connection to the cabinet which is just around the corner, but I had to leave the house shortly after he finished and I'm not back until tomorrow evening so I haven't had time to see whether it settled any higher. I'll give the router a restart tomorrow night and see where we get to.
Thanks again for your help.
Kind regards,
Paul.
Re: Connection Dropping Out
26-10-2016 2:22 PM
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No problem, looking at your account we've already increased your profile so a single disconnect/reconnect should sort it.
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