Connection

[#1]

Hi

Had loads of trouble with connection dropping out yesterday and now ,y fibre speed is down from 36 to 17 which makes it almost unusable 

done speed checks and have attached, also tried plugging directly into master socket and ran test via Ethernet with same terrible speed

cam someone help?

[#2]

Hi @Ed1980,

I'm sorry that your connection has been intermittent and that the speed has dropped. I've tested your line and the test has picked up a fault but has been unable to determine whether this is internal or external to your property.

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

Test Outcome	Fail
Test Outcome Code	GTC_FTTC_SERVICE_1624
Description	Impairment in copper joint detected most likely close to customer premises. Please continue to submit a trouble report.
Main Fault Location	CA
Sync Status	In Sync
Downstream Speed	16.5 Mbps
Upstream Speed	7.6 Mbps
Appointment Required	Y
Fault Report Advised	Y
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	807.1
Upstream Rate Assessment	Good
Downstream Rate Assessment	Low
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, Interleaving Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2019-06-25T18:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	0.0 Mbps	33.6 Mbps	31.6 Mbps
Up Stream Line Rate	0.0 Mbps	10.0 Mbps	9.8 Mbps
Up Time	629.0 Sec	900.0 Sec	897.5 Sec
Retrains	0.0	5.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-07-08T17:49:06.013+01:00	2019-07-08T18:04:06.013+01:00
Ingress Code Violation	0	2
Egress Code Violation	0	0
Errored Seconds	1	1
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Thank you for confirming that you've tested via Ethernet and that you've tried connecting your router directly to the master socket. As this hasn't resolved the problem, it's likely that we'll need to arrange an engineer visit so that this may be investigated further for you. Please report the issue here and let us know when you've completed it - we'll then be able to progress this.

[#3]

Thanks for the reply, I’ve raised a ticket

ive tried my old bt hub as well as the plusnet one and they both have the same behaviour, also I’ve removed the faceplate from the master socket and plugged direct into there and it’s still the same speed

its up and down a lot tonight which is a nightmare as most of my house relies on the WiFi to work (smart plugs etc.) plus we use the internet to stream tv rather than pay for satellite tv

[#4]

Thanks for raising that, @Ed1980

Our suppliers have asked that we book an engineer visit to your premises - I've left the relevant info on your fault ticket here.

Let us know when you're responded and we'll get that booked in for you.

Best wishes

Dave

[#5]

Thanks

Just added details, will you let me know what day they are planning so I can make sure I’m not at work

Ed

[#6]

Hi @Ed1980 

I'be booked the appointment and updated the ticket with the time and date. 

Kind Regards, 

MoR