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Intermittent disconnects

aeneareid
Grafter
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Registered: ‎24-03-2019

Re: Intermittent disconnects

Curious. I've just tested our line speed and it's back up to 27.2 Mbps, having been consistently around 21.5 for the last two days. This seems to happen each time we have an engineer visit. The speed recovers immediately after his visit and then, after some days, starts to drop again. Is this (a) something to do with his having visited or (b) a side-effect of having the router disconnected for a period or (c) a co-incidence? Any thoughts? 

Plusnet Help Team
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Registered: ‎21-04-2017

Re: Intermittent disconnects

Thanks for getting back to me.

I think there has been some error on our part regarding an escalation as I raised one with BTwholesale on the 09/05/2019 which they accepted but we didn't notify them before the last appointment was booked in so the escalation closed. Sad

As of very recently we can now escalate faults directly with Openreach so I'll request that they email the local area manager if we need to go down the path of another engineer visit.

I'm not too sure why your speeds recover following an engineer visit then go back down although I suspect it's because the engineer may have performed a DLM reset. Our tests confirm a DLM reset has been carried out.

The fault report has been passed back to us now although I'd keep an eye on things and if your connection starts dropping again we'll get another engineer booked and this escalated with Openreach.

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 Anoush Mortazavi
 Plusnet Help Team
aeneareid
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Registered: ‎24-03-2019

Re: Intermittent disconnects

OK. Thanks. At least that explains why we've been experiencing engineer groundhog day Wink

Will keep you posted of any future disconnects or line speed problems.

 

Plusnet Help Team
Plusnet Help Team
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Re: Intermittent disconnects

Aye and no problem.

I'll check back on Monday Smiley

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 Anoush Mortazavi
 Plusnet Help Team
aeneareid
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Registered: ‎24-03-2019

Re: Intermittent disconnects

After a couple of days with no disconnects, problems started again yesterday afternoon. There were disconnects at 16:42, 19:04 and 21:39 and then again this morning at 09:26. These are more invasive interruptions than we've had previously, being at times when we are actively using the network.

And there are some indications that the speed may be beginning to deteriorate. It was 27.3Mbs when measured on Friday, Saturday and yesterday before the first disconnect. Today speed is registering as 24.5Mbps.

I will continue monitoring and reporting.

Plusnet Help Team
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Re: Intermittent disconnects

Thanks for the update, keep me posted on how things go.

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 Anoush Mortazavi
 Plusnet Help Team
aeneareid
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Re: Intermittent disconnects

Another disconnect at 20:52 yesterday evening - really irritating as it was right in the midst of watching catch-up TV. Although internet returns within 2 mins, the TV freezes and has to be restarted. And, it dropped again at 10:07 this morning as I was typing this post!

Line speed is fluctuating. After having dropped to as low as 14.9Mbps (on Wifi) before the disconnect, the speed recovered to around 26Mbps (Wifi) and 27.2Mbps (Ethernet) last night and this morning but now, after this morning's disconnect it has sunk to just 7.2/7.4 Mbps (Wifi/Ethernet) which is dreadful. Definitely need help if it doesn't improve.

Plusnet Help Team
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Re: Intermittent disconnects

I'm sorry to see things have got a lot worse.

Could you reply to your fault ticket 189394230 with further availability for another engineer visit starting from this Friday onwards if possible? This will allow me some time to escalate this with Openreach.

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 Anoush Mortazavi
 Plusnet Help Team
aeneareid
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Re: Intermittent disconnects

I have replied to the ticket with three potential times for an engineer visit. Please can you ensure that this is escalated to a broadband specialist as it has been demonstrated (4 times) that an 'ordinary' Openreach engineer doesn't have the tools or the experience to diagnose our fault.

Our line speed is still languishing at 7.6Mbps. Can you arrange for the line speed to be reset so that we don't have to endure this sluggish performance whilst we await the engineer visit.

Plusnet Help Team
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Re: Intermittent disconnects

Thanks for getting back to me,

I've booked another engineer appointment for 31/05/2019 between 1pm and 6pm.

I've also emailed Openreach to request that they escalate this with the local area manager for a senior engineer to complete all quality checks/gates and carry out a thorough investigation.

Regarding your speeds I'm afraid that as you're not restricted by DLM there's not much we can do. Sad Your DLM profile is showing at: "0.128M-40M Downstream, Retransmission High - 0.128M-10M Upstream, Error Protection Off"

I'll let you know once I receive an email response back from Openreach.

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 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
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Re: Intermittent disconnects

Just got a reply back from Openreach advising that they have accepted the escalation and emailed the local area manager to allocate a multi-skilled engineer to investigate your connection on Friday. I'll check back after the appointment. Hopefully it goes well!

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 Anoush Mortazavi
 Plusnet Help Team
aeneareid
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Re: Intermittent disconnects

Thanks. Let's hope engineer #5 has more success than his predecessors.

Plusnet Help Team
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Re: Intermittent disconnects

Fingers crossed!

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 Anoush Mortazavi
 Plusnet Help Team
aeneareid
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Registered: ‎24-03-2019

Re: Intermittent disconnects

Disconnects continuing - 2 yesterday at 02:04 and 22:11, respectively but the line speed has recovered overnight and is now registering at 28Mbps on the Ethernet. Are you able to tell whether any action was taken to reset the line?

Plusnet Help Team
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Registered: ‎26-03-2018

Re: Intermittent disconnects

Hi @aeneareid 

 

Sorry to hear this - nothing was done on our side to reset the line, looks like it kicked back into play itself. Hopefully the engineer will be able to provide a full report on friday and we can more forward accordingly from there. 

 

Kind Regards, 

MoR

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 MoR
 Plusnet Help Team