New Fibre Connection; Speed decreasing
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- New Fibre Connection; Speed decreasing
Re: New Fibre Connection; Speed decreasing
15-10-2017 3:51 PM
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Or is the fault you can see a different type of test?
Sorry to be pedantic but are you saying that if the engineer doesn't find a fault then there will be no charge applied? I'm sure you can understand that I don't want to get charged for something that is out of my control.
Re: New Fibre Connection; Speed decreasing
15-10-2017 3:59 PM - edited 15-10-2017 4:00 PM
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Your speed is below your estimates. In my opinion, that's enough cause to send an engineer out.
Line speed:
Sync Status | In Sync |
Downstream Speed | 19.8 Mbps |
Upstream Speed | 2.0 Mbps |
Estimates:
Featured Products |
Downstream Line Rate(Mbps) |
|
---|---|---|
High | Low | |
VDSL Range A (Clean) | 39.8 | 29.8 |
Sorry to be pedantic but are you saying that if the engineer doesn't find a fault then there will be no charge applied? I'm sure you can understand that I don't want toget charged for something that is out of my control.
We'd apply a charge usually 1-3 months after a fault investigation, based on the end result.
As we're offering to arrange an engineer to further investigate because we can see your connection isn't performing as well as it should be, we won't charge you if the engineer finds no fault. If the situation remained the same, we'd offer to send out another engineer until it is fixed.
Re: New Fibre Connection; Speed decreasing
15-10-2017 4:10 PM
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Re: New Fibre Connection; Speed decreasing
15-10-2017 4:30 PM
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Re: New Fibre Connection; Speed decreasing
15-10-2017 5:08 PM - edited 15-10-2017 5:08 PM
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Re: New Fibre Connection; Speed decreasing
15-10-2017 5:09 PM
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Re: New Fibre Connection; Speed decreasing
15-10-2017 5:11 PM
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Re: New Fibre Connection; Speed decreasing
15-10-2017 5:20 PM
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Re: New Fibre Connection; Speed decreasing
15-10-2017 5:32 PM
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Fingers crossed.
I will assume the statement about the £65 charge of no fault found / ground works / internal wiring etc is a generic statement that is added to every type of this reply (given you stated above there will not be a fee)
Re: New Fibre Connection; Speed decreasing
15-10-2017 5:47 PM
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I will assume the statement about the £65 charge of no fault found / ground works / internal wiring etc is a generic statement that is added to every type of this reply (given you stated above there will not be a fee)
The statement applies still, but bear in mind that your speed is below your line estimates, and if you've plugged your router into the test socket then that bypasses your internal wiring.
There are other aspects of the statement. For example, if you miss the appointment or the Openreach network is damaged by something within your control.
It's worth noting that any engineer fee we pass on to our customers is fraction of the charge we receive from Openreach.
We robustly defend all charges before accepting them and passing them on to you.
Re: New Fibre Connection; Speed decreasing
15-10-2017 6:03 PM
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Let's see what happens on the appointment day. Fingers crossed.
Re: New Fibre Connection; Speed decreasing
15-10-2017 7:41 PM
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@RTNI To completely eliminate any internal wiring issues you need to connect a separate filter to the hidden socket. From what you have written its not clear that you have eliminated your internal wiring. Just connecting to the top data socket implies you have not removed the faceplate as per the instructions in the troubleshooting guide.
Re: New Fibre Connection; Speed decreasing
15-10-2017 7:56 PM
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Mustrum raises a good point.
I glanced at your picture in message #7 and assumed the router was in the test socket, but looking more closely I can see the router is still in the DSL port of the prefiltered NTE.
Can you plug your router through a microfilter into the test socket and let us know when you've done that?
We'll then retest your line.
Re: New Fibre Connection; Speed decreasing
15-10-2017 9:41 PM - edited 15-10-2017 9:49 PM
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See attached for pic of the router now connected directly into the master socket pre-DSL filtered plate.
Re: New Fibre Connection; Speed decreasing
15-10-2017 9:45 PM - edited 15-10-2017 9:51 PM
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Router and phone now connected into the rear test port on the master socket at around 2135hrs. See pic attached. The internal wiring is now disconnected as it was during the test setup in post 7. In my mind that filtered plate is also BTs responsibility as it was them who supplied and fitted it previously.
This is the mircofilter supplied with the Plusnet hub one router.
Downstream syncing at 20.05MB at router according to the stats.
Please retest the line and advise?
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