Fibre sudden drop

[#1]

Hello,

Fibre extra - 54mbps speeds since signing up to my contract.

Suddenly dropped to 38mbps.

No change on my end. All tested via ethernet / test port. 38mbps max.

Upload is fine.

I can see a closed automated ticket regarding bandwidth settings which seems to correspond roughly when I noticed the drop in speed.

I can't log a fault using your troubleshooter as it keeps asking for day time phone number but there is no field to input this information!

Hoping for help here please.

[#2]

Hi @Jhs123 

Thank you for reaching out on our community forum.

Thank you for getting in touch on our Community forum regarding your broadband speed. Please accept our apologies for any inconvenience caused by this. Our tests have in fact shown an issue on the line, whereby the download sync speed is not reaching that of the speed profile.

Your broadband sync speed is currently in and around 38.2 Mbps, whereas the speed profile allows speeds of up to 44Mbps - also far lower than what it needs to be. This strongly indicates that there may be a physical fault on the line which needs to be investigated.

I've sent you on email which contains a few links / videos to tests that need to be carried out on your end before we can raise this with our suppliers Please let us know how you get on once the tests are complete, and we'll be more than happy to follow up. If you're interested, I've also popped our test results onto this post.

KBD

GEA Test Detail
Circuit ID	NA	Service ID

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	38.2 Mbps
Upstream Speed	19.5 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	606.5
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Low
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From11:15to11:30
Interference Location	Unknown
Interference Observed In Days	0
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-55M Downstream 6dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-05-14T10:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	39.9 Mbps	54.9 Mbps	47.6 Mbps
Up Stream Line Rate	19.2 Mbps	19.5 Mbps	19.3 Mbps
Up Time	801.0 Sec	900.0 Sec	899.6 Sec
Retrains	0.0	1.0	0.0

[#3]

Thanks Adam, your test results line up with what I am experiencing.

The strange thing is I've had really good speeds for a few weeks (since the contract started) 50mbps+

But obviously now something has changed and reduced my speeds to the 38mbps.- (35mbps on BTwholesale) 

I've completed the trouble-shooter and submitted the ticket.

Thank you 

[#4]

Thanks for your time on the phone today.

I've sent you an email and text summarising our call for your reference. We'll review this again in the next few days and will follow up accordingly.