Connection dropping frequently

[#1]

Hi,

My broadband drops frequently, often for about 20 minutes. When it happens, I have a flashing orange power light (hub one) and sometimes the broadband light flashes also. This has started happening over the couple of weeks, seems to be getting steadily worse.

Have tried the test socket, 3 different filters, no other equipment connected to the line. Have also factory reset the router a couple of times. This often works for about an hour then starts dropping again. We don't have a landline handset so haven't listened to the line.

We've noticed the problem is far worse when it's windy, and looking at the line from the pole in the street to the house, it seems low hanging and loose in comparison to the neighbours. I wonder if it's damaged and the movement exasperates the interference.

Whilst it's been very windy, I've been unable to connect only for short bursts.

I've submitted a ticket (3 days ago I think) but no response. Could someone please take a look at the line?

[#2]

Hi there.

Sorry to hear you're having issues.

Our tests aren't showing the cause for the problem, but we can definitely see the drops:

Test Outcome	Fail
Test Outcome Code	GTC_FTTC_SERVICE_1615
Description	Potential HR Joint or wet joint detected on GEA Service. Please continue to submit a trouble report
Main Fault Location	CE
Sync Status	Out Of Sync
Downstream Speed	6.8 Mbps
Upstream Speed	0.7 Mbps
Appointment Required	Y
Fault Report Advised	Y
NTE Power Status	Unknown
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	320.3
Upstream Rate Assessment	Low
Downstream Rate Assessment	Low
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 15:00 to 17:15
Interference Location	Other
Interference Observed In Days	12
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-40M Downstream, Retransmission High - 0.128M-10M Upstream, Retransmission Low
Time Stamp	2019-01-01T09:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	7.0 Mbps	24.9 Mbps	15.9 Mbps
Up Stream Line Rate	0.7 Mbps	9.9 Mbps	1.8 Mbps
Up Time	0.0 Sec	900.0 Sec	838.1 Sec
Retrains	0.0	86.0	4.2

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-01-14T08:55:10Z	2019-01-14T09:10:10Z
Ingress Code Violation	11	2
Egress Code Violation	1	0
Errored Seconds	1	0
Severely Errored Seconds	1	0
Unavailable Seconds	565	343

I've checked your account and I can see you started raising a fault, but didn't complete the process, so the fault ticket wasn't escalated to our faults team for review. Based on the information you've given here, I've completed this for you.

While the tests are showing a potential line fault, unfortunately as of very recently most fault outcomes now result in an engineer needing to visit your property for them to be able to trace where the fault lies through end to end testing.

If you can reply to your fault ticket https://www.plus.net/wizard/?p=view_question&id=186317960 with your availability for a visit giving us a nudge here once you've done so we'll be happy to book the appointment in for you as soon as we can.

[#3]

Thanks Anoush,

Didn't realise the ticket hadn't gone through. I'll blame the tiny mobile screen 😉

I've replied to the ticket now. Thanks for completing it.

[#4]

No problem, I've got you booked in for an appointment on 16-01-2019 between 8am and 1pm.

Let us know how it goes.