Intermittent Connection Drops - Fault Raised
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- Re: Intermittent Connection Drops - Fault Raised
Intermittent Connection Drops - Fault Raised
10-08-2017 9:15 AM
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I seem to get high packet loss at random times in the day. When this is happening none of my devices (wireless or wired) can make connections to websites or streaming services. The connection usually comes back after 30 mins or so or after a router restart. I have filled out the fault questions and had a response back that an engineer needs to be called out, but if they don't find anything I will be charged £65. Is this normal now? I wasn't charged when I raised a fault shortly after my line was installed.
If the line was completely dead I would be happy for an engineer to visit, but as it is an intermittent problem, I don't want to risk an engineer visiting, not seeing the problem then charging me. The wording also seems to suggest the £65 is per call out, so if they needed to visit a second time I would be charged again? The ticket number is 155254435 if any staff want to look at it.
Thanks.
Re: Intermittent Connection Drops - Fault Raised
12-08-2017 3:29 PM
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Re: Intermittent Connection Drops - Fault Raised
16-08-2017 10:04 AM
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It seems to have settled down now. Would you be able to run another one of those graphs to see how the last couple of days have gone?
Thanks.
Re: Intermittent Connection Drops - Fault Raised
17-08-2017 4:59 PM
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Re: Intermittent Connection Drops - Fault Raised
18-08-2017 2:32 PM
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Just messaged you. Interestingly I I had a few drops in the last hour, which seems to happen when its raining. Could the little brown box on the wall where the wire comes down from the telegraph pole be getting wet and dropping the connection?
Re: Intermittent Connection Drops - Fault Raised
21-08-2017 12:48 PM
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@Gandalf or anyone else able to check this for me?
Re: Intermittent Connection Drops - Fault Raised
21-08-2017 1:45 PM
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Re: Intermittent Connection Drops - Fault Raised
21-08-2017 2:03 PM
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@MatthewWheeler What exactly is your system telling you? Are you able to share? As I said before, I wouldn't want to agree to an engineer visit if it is likely you'll charge me for it. Thanks.
Re: Intermittent Connection Drops - Fault Raised
21-08-2017 2:56 PM
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http://thumbs3.ebaystatic.com/d/l225/m/mF27eqHJklZ8qOEMSM9Zbgg.jpg
Does it look like the above?
You mention the drops happen more frequently when it rains, so could tie into this.
Re: Intermittent Connection Drops - Fault Raised
21-08-2017 3:22 PM
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@notmyname Thanks for the picture. That's exactly what I've got on the front of the house. The telegraph line runs from the pole to the roof, then down to this brown box between the two floors, then across and down to the point it enters my house at floor level in the living room. I'd add that it doesn't look like the front of this box is on tightly. If these are non-standard, would an engineer visit to swap this out for whatever is current and waterproof?
Re: Intermittent Connection Drops - Fault Raised
21-08-2017 3:44 PM
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Re: Intermittent Connection Drops - Fault Raised
21-08-2017 3:54 PM
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@nimdy wrote:
What exactly is your system telling you? Are you able to share? As I said before, I wouldn't want to agree to an engineer visit if it is likely you'll charge me for it. Thanks.
Our tests are showing this:
Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report
We'll provide an update via the ticket on your account once we have more info.
Re: Intermittent Connection Drops - Fault Raised
23-08-2017 10:24 AM
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@Gandalf Do you have an update yet?
Re: Intermittent Connection Drops - Fault Raised
29-08-2017 9:34 PM
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I had response to my ticket saying the problem has gone, but I don't believe it has. I am still getting frequent disconnections. Please can someone run the tests again.
Re: Intermittent Connection Drops - Fault Raised
30-08-2017 10:13 AM
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- Re: Intermittent Connection Drops - Fault Raised