Line dropping regularly and speed less than half - home based key worker

[#1]

Good evening,

I have tried calling to log the issue as this is the 3rd time in the last fortnight I have been left with broadband that is not good enough for me to fulfil my work as a home based key worker deal with Gas emergencies.

Both tonight and on previous occasions I have experienced a loss of connection which took up to 30 minutes to re-establish, on checking the line speed had dropped from 36mbit to 15mbit download and a paltry 5mbit upload. 

Firstly this is not the speed I am paying for that and is an issue that needs to be resolved, more importantly I can not do my job properly, my main applications are functional but the telephony apps require more bandwidth, the call quality has dropped to the lowest setting and occasionally disconnects. Also I can not take part in any Teams videoconferencing to receive process updates etc.

With the webchat down and the lines closed all I have been advised to do is come to the forums and complete a form which so far I have not been able to find.

Can anyone please assist? My employer is happy to supply evidence that I am a keyworker and operate in a critical role.

Many thanks

[#2]

Hi @chodaxuk,

I'm very sorry that you are experiencing issues with your broadband connection and that this is affecting your critical work.

I've tested your line and the test has picked up a fault but has been unable to determine whether this lies at or near to your property. As this is the case, we'll need you to run through some troubleshooting steps to rule out any internal wiring/equipment issues (if you've not done so already.) If the troubleshooting doesn't resolve the problem, we would then be able to raise this to our suppliers for further investigation.

Please run through our troubleshooting guides here. If these steps don't resolve the problem, try connecting your router to the master socket as per the guide here. Please let us know if the issue persists once you have done this.

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

Test Outcome	Fail
Test Outcome Code	GTC_FTTC_SERVICE_1613
Description	Potential HR Joint detected on GEA service. Please continue to submit a trouble report
Main Fault Location	CE
Sync Status	In Sync
Downstream Speed	12.6 Mbps
Upstream Speed	8.6 Mbps
Appointment Required	Y
Fault Report Advised	Y
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	Detected
Estimated Line Length In Metres	596.9
Upstream Rate Assessment	Low
Downstream Rate Assessment	Low
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
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2020-04-04T09:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	13.3 Mbps	39.9 Mbps	37.6 Mbps
Up Stream Line Rate	4.5 Mbps	9.9 Mbps	9.4 Mbps
Up Time	77.0 Sec	900.0 Sec	898.6 Sec
Retrains	0.0	101.0	0.1

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2020-04-17T08:16:29Z	2020-04-17T08:31:29Z
Ingress Code Violation	16	11
Egress Code Violation	6	0
Errored Seconds	1	0
Severely Errored Seconds	1	0
Unavailable Seconds	0	0

[#3]

Has dropped again at 5pm and took over an hour to come back up, the line speed has dropped again. I have been through all the troubleshooting, used a different microfilter and the problem remains. To compound the issue a neighbour has confirmed that Openworld were out doing a repair on the day and time my issues started. Can you please escalate, there is clearly an issue outside of my premises that needs to be investigate. My employer is pushing me for an update and I am dreading telling them that the connection is actually getting worse to the point of being unusable for telephony work.

[#4]

And now this, it's bizzare.

[#5]

And now this, talk about a degradation in service, its down to about 25% of normal. Can you please confirm a job has been raised with Openreach, also that they send an engineer with HR equipment to test?

[#6]

Hello @chodaxuk,

I am sincerely sorry to hear this and for the inconvenience this is causing.

Please can you report the issue here and update this thread when you have done so.

Once this has been done I will pick this up promptly.

[#7]

[#8]

Thanks. Have logged the ticket as requested, please advise on timescales when you can.

[#9]

Hello @chodaxuk,

There would have been an issue with the connection as I was running tests on your connection. As my tests still have not indicated what the cause is, we will need you to report the issue in the link from previous response as I am not seeing a fault raised with ourselves.

Please come back to me when you have completed this.

[#10]

I did this earlier today, please confirm it has gone through.

[#11]

Down to this now, line is incredibly unstable, if I try game or steam video the connection fails before too long.

[#12]

I am on annual leave today but the line is completely useless for work at this time, too many disconnects as soon as I start using heavily. If this is not resolved shortly I am going to be unable to perform my main function, telephony, my employer is already stretched thin and I need to be available to work. Can you please provide an update?

[#13]

Hi there, I can see an engineer appointment has been organised for you. Once this appointment is complete, could you let us know whether this has fixed your issue here?

If it hasn't, we'll pick this back up and make sure we're doing what we can to investigate it further.

[#14]

Very very unhappy now. Engineer texted me just before 8am, asked me to do a few checks and was insistent that his tests show there is an extension inside the property. There definitely is not, I took pictures of the master socket and sent as proof. He then went up the pole, did some checks and suddenly the line re-established at full speed. He said he'd ran some tests from the pole outside and they had all passed, a fuse had been changed and some corrosion had been cleaned off.

At that stage I had a full speed connection. It lasted 2 hours.

The disconnections have started again, my line speed is now down to this where before it was 38/10 it is now 14/5

I'm unable to do my job today, I need something to be able to tell my line manager. Please reply as a matter of urgency.

[#15]

Hello @chodaxuk,

I have checked your connection and it has remained stable since the  visit and the speed is looking spot on from our side.

Can you run a wired speed test again and let us know if it has improved or if the speed is still the same.