Fibre connection dropping & slow speeds
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Fibre connection dropping & slow speeds
05-07-2018 1:19 PM
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Recently re-joined Plusnet, signed up to fibre extra but connection dropping numerous times on a daily basis coupled with low speeds. Ticket ongoing since 26th June, BT engineer out yesterday found no fault with my wiring, equipment etc. Suggested he would replace port at green cabinet if faulty, if not he didn't know what the problem might be. Heard nothing back from PN yet. Had fibre broadband wth different provider previously, no problems until I switched providers. Any suggestion welcome, can PN staff provide any update on my current ticket?
Re: Fibre connection dropping & slow speeds
05-07-2018 1:59 PM
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Hi @Pete1971
I've taken a look into this for you.
Still looks like you have an issue from where I am sitting I'm afraid
I've escalated this to our supplier and I'm currently waiting for their reply, whilst waiting I've placed my retest results on your account. Feel free tot ake a look at the most recent updates on this ticket.
I'll update it again once I have found out fresh info.
Please accept my apologies, and thank you for the patience and understanding you have shown whilst we have been working on this issue.
Re: Fibre connection dropping & slow speeds
05-07-2018 2:25 PM
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Hi again @Pete1971
I've spoken directly to our supplier as the information was taken a bit longer than normal to come through. They have made me aware that this is an external issue at present, and therefore doe snot require an appointment booking with yourself.
If this changes we will update the ticket I linked you too above.
I have updated that ticker also with a copy of this information.
Thanks
Re: Fibre connection dropping & slow speeds
05-07-2018 2:35 PM
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Great, many thanks for the update.
Re: Fibre connection dropping & slow speeds
10-07-2018 12:02 PM
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Hello again,
This was up for review on 09/07/18 again following referral back to BT - any news from them? Drop-outs seem to have virtually stopped but speeds still well below guaranteed minimum...
Re: Fibre connection dropping & slow speeds
10-07-2018 1:00 PM
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Hi @Pete1971
From what I can see an engineer went out last Friday and advised they've fixed a problem at the cabinet.
As we can see your connection has dropped since then and our tests are failing with the following result: "Impairment in copper joint detected most likely in local network", I've sent the job back to them for further investigation.
Re: Fibre connection dropping & slow speeds
12-07-2018 4:21 PM
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Hi there. I'm just following up here.
It looks like our suppliers were unable to find the cause of the problem so to further investigate this we'd need to arrange an engineer visit.
If you can reply to your ticket 177585504 with your availability then post back here once you've done so we'll get it booked in for you.
Cheers
Re: Fibre connection dropping & slow speeds
12-07-2018 5:23 PM
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Re: Fibre connection dropping & slow speeds
12-07-2018 5:30 PM
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Unfortunately as we're not finding an external fault the only way we have to progress this fault with our suppliers is by arranging an engineer visit.
Apologies for the inconvenience caused. I'll head over to your ticket now.
Re: Fibre connection dropping & slow speeds
12-07-2018 5:32 PM
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Re: Fibre connection dropping & slow speeds
12-07-2018 5:51 PM
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Whilst booking the appointment with BT Wholesale, the appointment request didn't make its way to the Openreach systems, because the automated line test again found a potentially external fault which means they're sending another engineer to investigate externally and we can't arrange a visit at this time anyway.
Due to the length of time the fault has been ongoing for, I've raised an escalation with our suppliers. If accepted they'll escalate this accordingly with Openreach.
We should have an update within the next 2 working days.
Apologies again for the inconvenience caused.
Re: Fibre connection dropping & slow speeds
12-07-2018 6:04 PM
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Re: Fibre connection dropping & slow speeds
14-07-2018 12:14 AM
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Re: Fibre connection dropping & slow speeds
14-07-2018 11:35 AM
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Re: Fibre connection dropping & slow speeds
19-07-2018 6:57 PM
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