New Fibre installation

[#1]

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Possibly because, by definition, the do not work when it is not "working hours"

I would expect them to work the hours which best suits the business like most of us have to. They are servicing domestic properties which will be empty during the day due to the majority of people working. When you go out to lunch to get some food would you expect to see a sign on the shop door saying 'Closed, Out to lunch'?

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You could, of course, think they should work all hours without additional recompense

Your words, not mine.

[#2]

Quote from: StephenM

When you go out to lunch to get some food would you expect to see a sign on the shop door saying 'Closed, Out to lunch'?

That's not unreasonable, but would depend on a number of factors not specified. I would, however, expect to be sufficiently organised not to rely on such a service.
Clearly there is an unreconcilable difference of opinion, so that's the last from me.

[#3]

Back on topic.....
I have been running a ping test on my connection for the past few hours.
With my laptop connected by wire directly to the Openreach modem I'm getting 7% packet loss to the BBC site. Not good.
So it seems I actually have three problems - Disconnections, Low speed and packet loss.
The low speeds are most likely due to TCP re-transmissions because of the packet loss. Couple that with the disconnections and this is all pointing towards a shoddy installation a week ago.
It's not my line as my ADSL link was rock solid so it's either a problem with the filtering in the faceplate, a modem problem, or a problem in the cabinet.
The BT engineer reappears next Friday. I hope he sorts it as I'm not in a position to take anymore of time off work.

[#4]

Hopefully the engineers appointment gets this issue resolved, let us know after the appointment how things are looking.

[#5]

Hello again
The BT Openreach engineer arrived on Friday at around 3pm when I showed him the problems I have been having by connecting my laptop directly into the modem thus ruling out issues with my home network.
He then ran a few tests on the line and discovered that there was an earth somewhere. After a bit of investigation he moved me onto a different pair between my house and the cabinet.
So far things look good - I have experienced no disconnections, the packet loss is gone and my speeds are relatively consistent  at ~40Mb/s dropping to ~30Mb/s at peak times. I haven't seen the 4Mb/s speed since the engineer left.
If things stay the same for the next few days I think we can close the ticket.
I do wonder why the original engineer that performed the installation 2 weeks ago didn't spot the problem. Interestingly, on Friday I got a BT Openreach engineer while the installation was done by a subcontractor.
Many Thanks to the Plusnet team for getting this sorted out.
Stephen

[#6]

Hello,
When my fibre was installed, he told me they don't run tests when installed. Providing all lights on the OR modem are on, the job is complete and they can move on to the next job.
So they wouldn't have spotted this fault.... 

[#7]

@thesawdust
Was yours installed by a Contractor or an OR engineer, and if so which Contractor?
Mine was instated by M J Quinn on behalf of OR, and he certainly carried out line tests once he had installed the new face-plate, although he didn't have any of the usual kit the OR engineers carry around (JDSU), instead he initiated a remote test using an app on his mobile phone. It took something like 14 attempts to get the test to actually run, but he was able to show me the synch rate and a fairly error-free line when it finally worked.

[#8]

Well it seems I may have spoken too soon.
I was out yesterday evening and when I got in last night at around 11pm I tried the BT wholesale speed test and my downstream speed was 8Mb/s.
I didn't have time to try the laptop direct to the modem so I will monitor things and try this if it happens again.
I still haven't had any disconnections that I am aware of so it seems to be an improvement at least.

[#9]

The connection has been a lot more stable since Friday.

Testing isn't showing anything wrong with your line either.
If the speeds drop again I'd recommend trying a direct connection if you can.

[#10]

Quote from: Jaggies

@thesawdust Was yours installed by a Contractor or an OR engineer, and if so which Contractor? Mine was instated by M J Quinn on behalf of OR, and he certainly carried out line tests once he had installed the new face-plate, although he didn't have any of the usual kit the OR engineers carry around (JDSU), instead he initiated a remote test using an app on his mobile phone. It took something like 14 attempts to get the test to actually run, but he was able to show me the synch rate and a fairly error-free line when it finally worked.

Was an OR engineer. He also used my previous ADSL extension cable, so yeah it turnt out to make my fibre drop and speed decrease and required another OR engineer to put it right.
He told me " as long the OR connects, i can leave " and he did. 

[#11]

Hi there,
Speeds have been intermittently dropping again.
The strange thing is that my upload speed is always good at @16Mbits/s.
Download speeds vary between 35Mbits/s and a very poor 2Mbits/s. I have also tried my laptop connected into the OR modem directly with the same results.
All very frustrating. Please help.

[#12]

Since my post last night I've been running regular speed tests.
The results are:-
04/01 20:41 Down 8.61 Up 14.52  Ping 38
04/01 20:59 Down 2.63 Up 16.66  Ping 37
04/01 21:25 Down 6.03 Up 14.95  Ping 38
04/01 21:31 Down 3.11 Up 16.74  Ping 57
04/01 22:54 Down 5.32 Up 12.72  Ping 45
05/01 00:15 Down 17.6 Up 16.51  Ping 150
And finally this morning:-
05/01 08:00 Down 37.69  Up 17.24 Ping 32
05/01 08:11 Down 37.82 Up 17.31 Ping 31
So everything is fine again this morning after yesterday evening's very poor performance. It's dark this morning as it was yesterday evening so all the electrics  that were on last night is on again this morning.
Given that this happened on a Sunday evening could it be a contention issue or possibly crosstalk at the cabinet increasing as more users are online?
I will monitor further.
Thanks
Stephen

[#13]

Hi StephenM,
I'd be interested to see if you get the same slowdowns tonight as that would help to pin down whether there is congestion on the backhaul from your exchange.

[#14]

Hi Chris,
I got the speed issues again yesterday at around the same time. I was out between 7pm and 10pm so no results between those times but there does seem to be a pattern.
05/01 08:00 Down 37.69 Up 17.24 Ping 32
05/01 08:11 Down 37.82 Up 17.31 Ping 31
05/01 10:27 Down 38.56 Up 13.89 Ping 44
05/01 12:18 Down 37.77 Up 15.03 Ping 39
05/01 17:21 Down 35.62 Up 15.07 Ping 39
05/01 17:59 Down 37.57 Up 14.96 Ping 39
05/01 18:41 Down 37.01 Up 15.06 Ping 39
05/01 22:15 Down  7.34 Up 14.35 Ping 40
05/01 22:30 Down  6.72 Up 14.39 Ping 43
05/01 22:52 Down  8.05 Up 13.90 Ping 44
05/01 23:04 Down 11.11 Up 14.91 Ping 41
This morning...
06/01 08:26 Down 37.84 Up 15.07 Ping 31
06/01 08:48 Down 37.76 Up 15.01 Ping 39
I also looked up my exchange (Lanark) on samknows and BT are not reporting any issues.
Thanks
Stephen

[#15]

Further results from today:-
06/01 13:07 Down 37.45 Up 14.63 Ping 39
06/01 14:45 Down 37.77 Up 15.08 Ping 39
06/01 15:54 Down 37.73 Up 15.01 Ping 39
So it looks good during the day but very poor during peak times.
Any ideas?