Frequent disconnects + slow speeds

[#1]

I've been getting frequent disconnects, 5 or six times the other night (that I noticed) and at least once or twice already this morning. Coupled with speeds of 1.10 Mbps down and 7.96 up... it's not good is it?

Any ideas what's going on? I work from home and this is pretty crippling.

ta

[#2]

Hi @sw4mpl0rd,

I'm sorry that you're experiencing problems with your connection and for any inconvenience that this is causing you.

I can see from your connection log that it's been dropping more frequently than we'd expect:

However, testing your line hasn't picked up the cause of the connection issues from here:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXXX

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	45.6 Mbps
Upstream Speed	12.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
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	735.8
Upstream Rate Assessment	Good
Downstream Rate Assessment	Good
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 5dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-05-24T11:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	46.2 Mbps	51.3 Mbps	48.1 Mbps
Up Stream Line Rate	11.7 Mbps	12.2 Mbps	12.1 Mbps
Up Time	795.0 Sec	900.0 Sec	899.4 Sec
Retrains	0.0	2.0	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	2019-06-06T10:25:05Z	2019-06-06T10:40:05Z
Ingress Code Violation	2	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

We'll need to do some troubleshooting to try and narrow down the cause of the fault.

I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Please let us know if you continue to experience problems with your connection when the router is connected to the test socket.

[#3]

Hi Emily, 

I've gone through the checks and am now running though the test socket. 
I'll let you know how it goes!

Thanks

[#4]

Thanks for running through the checks and for connecting the router to the test socket @sw4mpl0rd! Hopefully your connection will stabilise but please let us know if it doesn't.

[#5]

Still dropping while in the test socket.

Any thoughts? 

[#6]

Hi @sw4mpl0rd,

I'm sorry to hear that your connection is still dropping. As our tests aren't picking up the cause of the problem from here and the troubleshooting checks have ruled out internal wiring issues, it's likely that we'll need to arrange an engineer visit so that this can be investigated further.

 Please report the issue here and let us know when you've completed it. We'll then be able to progress this further for you.

[#7]

All done.

Will wait to hear back from you!

[#8]

Thank you for raising the fault. I've tested your line and the test still isn't picking up the cause of the dropping connection from here so we'll need to arrange an engineer visit so that this can be investigated further.

Please can you reply to the ticket here with your availability for an engineer? If you get back in touch on here once you've done this, we'll pick this back up and get your engineer booked for the earliest available suitable appointment.

[#9]

Have replied to the ticket. 

Connection is dropping very frequently.

Can you see that this is happening?

[#10]

Hi @sw4mpl0rd

We booked that in for you and I've provided details here.

Best wishes

Dave

[#11]

Thanks for the update, Dave!

[#12]

No problem. Let us know how it goes.

[#13]

Hi again, 

We had a few weeks where it all seemed pretty stable but the last few days we've have multiple drop-outs.
It's pretty bad now.

Can you look into this?

[#14]

Hi @sw4mpl0rd,

We can also see see the multiple connection drops in the last couple of days as shown below:

I would recommend to plug it into the test socket if you already have not done so. If it does not make any difference, please reply back to the fault ticket I updated on here.

[#15]

I have responded to the ticket, please keep me updated.

It's dropping out constantly at the moment