Fault raised! (Lower speeds, is a change of plan a feasibility?)

[#1]

Good morning. While my recent fault was being fixed the OR engineer thought that he had fixed the fault & applied a DLM reset. When he returned the following morning to complete his work he caused several power interruptions which again lowered the speeds.

These have never recovered & the fault was closed several weeks ago. I've dropped from 45/12 to 33/10. Therefore, if my speeds aren't going to recover I request that I be put on the cheaper tariff (55/10)?

Thanks.

PS I've decided to raise a fault as that might elicit a response. Thanks

[#2]

Hi @tijara33

From what I can see the broadband troubleshooter found a potential fault and reported this through to our suppliers. 

Fingers crossed it's fixed soon. Let us know how you get on over the next day or so.

[edit]

With regards to a cheaper package I'm afraid we can't put you on 55/10 but we can look into moving you to 40/10.

[#3]

Thanks, G. Presumably I'll get a call over the next couple of days?

Actually, I meant 40/10 but I'll wait until this fault is finally resolved.

Thanks for your prompt response.

[#4]

Hi @tijara33,

I can confirm that our faults team will give you a call once we've received an update from our suppliers, which should be within the next 24-72 hours.

Once the fault is resolved and our suppliers have confirmed what speeds you'll be able to achieve on the line, we can look into moving you onto the 40/10 package if you'd like.

[#5]

Very many thanks Emily, it will be good news to get this fault finally closed.

[#6]

It's now 4 days since my fault was diagnosed & nothing further has happened!! My speeds are now 6 down & 0.2 up! I am paying for this totally unacceptable service. I do realise that OR are ultimately responsible. However, will someone at PN please give them a poke & ask them to extract their digit? Thanks.

[#7]

Sorry to hear you're still having issues.

Your line is currently testing fine as shown below so you should be seeing better speeds than what you're currently getting

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	45.7 Mbps
Upstream Speed	11.9 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Estimated Line Length In Metres	792.7
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Reasonable
Interference Pattern	Not Detected
Service Impact	No Impact Observed
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-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-07-20T11:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	39.3 Mbps	45.6 Mbps	43.4 Mbps
Up Stream Line Rate	11.9 Mbps	11.9 Mbps	11.9 Mbps
Up Time	0.0 Sec	900.0 Sec	893.9 Sec
Retrains	0.0	1.0	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	2018-08-02T11:15:35.904+01:00	2018-08-02T11:30:35.904+01:00
Ingress Code Violation	0	3
Egress Code Violation	0	0
Errored Seconds	0	3
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Can you carry out a speedtest here and click further diagnostics after the initial result?

[#8]

Thanks for the update Mathew. Your link https://speedtest.btwholesale.com won't launch in my browser for some reason. I keep getting the "Timed Out" message.

Your speeds are much better than mine that's for sure. When the engineer visited 4 weeks ago after he did the DLM reset & he then caused several disconnections while doing some other work. I also had several more disconnections during the 1st 2 weeks of July. Is it possible that the DLM is causing the problem?

I've run the Btw speed test using my own link & done the further diagnostics. I'm showing 18 down & 9 up. Over to you.

[#9]

Thanks for carrying out the tests.

From what I can see the further diagnostics part didn't complete successfully as I can't see any results.

Can you try again?

[#10]

I've redone them as requested, showing 6 down & 3 up with a profile of 41/10. I used the exit button to close the test, as requested, but nothing happened so I closed the tab manually. It said that "the tests are inconclusive & I was to contact PN for further assistance" which is happening.

I do hope that this can be resolved, Mathew. I think that the cable joint on the pole outside my house is still causing the problem which was supposedly fixed by the OR engineer 5 weeks ago.

Anyway, all the best, your efforts are much appreciated.

[#11]

Apologies if you've been through this already, but is your computer connected to your router using an ethernet cable, and have you tried a different device too?

[#12]

Yes it is, as instructed & I've also used the PN hub, it makes no difference. I still don't understand why OR was allowed to close the initial fault 4-5 weeks ago. I had told PN that my speeds still weren't correct but OR closed the fault regardless.

I'm sure that it's still the cable fault on the pole which was corroded. The engineer was just in a rush to get away & appeared not to like PN as a company.

When I reported this at the beginning of the week your colleague confirmed that I had a fault & that I would have an engineer's appointment within 72 hours. We are now well past that deadline so you may well imagine my confusion Gandalf.

[#13]

Thanks for confirming.

Could you reply to this ticket with your availability for an engineer visit?

If you let us know over here once you've done this I'll be happy to book the appointment in for you.

[#14]

Many thanks.

I'm available all day tomorrow, Monday afternoon, all day Tuesday & Wednesday afternoon.

[#15]

No problems, I've booked you in for Monday afternoon.