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Odd fault with Fibre

craigknighton
Grafter
Posts: 36
Registered: 29-11-2012

Odd fault with Fibre

I contacted Support last night as my Fibre speed dropped to 3mb down and 4mb up (or thereabouts), down from 65 and 14, and it was elevated to a fault with an engineer visiting probably sometime next week.
However I tested the speed again this morning and the speed had jumped back up to normal (in fact a little higher at 72 and 17)
This evening it has reverted to anywhere between 5 to 50 down and 3 to 12 up!!!
Anyone else getting very poor performance in the evenings?
17 REPLIES
Community Veteran
Posts: 1,555
Thanks: 260
Fixes: 33
Registered: 13-08-2015

Re: Odd fault with Fibre

How are you testing the speeds?
craigknighton
Grafter
Posts: 36
Registered: 29-11-2012

Re: Odd fault with Fibre

Wifi disabled, direct connection from computer to router (yesterday even bypassed the router and connected directly through the BTO modem)
It seems there might be congestion at the exchange, but there's no way to test that from my end, and of course if the engineer turns up in the morning when it seems to be working fine, I'm a little concerned about getting charged!
craigknighton
Grafter
Posts: 36
Registered: 29-11-2012

Re: Odd fault with Fibre

Another test result
<a href="http://www.dslreports.com/speedtest/3347419">
<img src="http://www.dslreports.com/speedtest/3347419.png"></a>
SpendLessTime
Aspiring Hero
Posts: 2,601
Thanks: 699
Fixes: 67
Registered: 21-09-2009

Re: Odd fault with Fibre

@craig
I had 3 engineer visits in similar circumstances (intermittent speed issue) over a 3 week period and of course it never slowed while they were here.

But I was never charged so I won't worry. The charge is there more for issues caused by say, you having damaged the BT socket or wiring so that you had made the fault.
craigknighton
Grafter
Posts: 36
Registered: 29-11-2012

Re: Odd fault with Fibre

It's back up to full speed this morning - I'm going to test at 10.00 and 20.00 and screenshot, and if it stays the same I'll re-open the ticket.
Did they solve your issue @SpendLessTime?
SpendLessTime
Aspiring Hero
Posts: 2,601
Thanks: 699
Fixes: 67
Registered: 21-09-2009

Re: Odd fault with Fibre

@graigk
Yes but as I'm not on FTTC, the solution wouldn't be applicable to your case.

(FYI I'm on FTTP and the solution was to replace a dodgy card in the exchange as the issue affected everyone on that card. Took 3 months to get fixed though and a lot of customers across 2 companies pointing out it had to be a fault in the exchange given the geographical spread of the customer's. God knows how many engineer visits to clients took place before Openreach saw fit to look at the exchange kit!)
craigknighton
Grafter
Posts: 36
Registered: 29-11-2012

Re: Odd fault with Fibre

20.28 Friday 18th March
<a href="http://www.dslreports.com/speedtest/3355348">
<img src="http://www.dslreports.com/speedtest/3355348.png"></a>
13.54 Saturday 19th March (tested with BT Sport HD running)
<a href="http://www.dslreports.com/speedtest/3361826">
<img src="http://www.dslreports.com/speedtest/3361826.png"></a>
Community Veteran
Posts: 1,555
Thanks: 260
Fixes: 33
Registered: 13-08-2015

Re: Odd fault with Fibre

You may be better to look at your router stats and sync speeds, these at least should be consistent.  Whilst neither of us is in a position to rule out congestion at the exchange. congestion to your speed test provider would be even harder to check.
If you do have an engineer visit, and he finds you connection speeds are consistant, then yes you may well be charged. However PN should be able to say if their service is congested at the cabinet, or the exchange, or perhaps further into the network.
craigknighton
Grafter
Posts: 36
Registered: 29-11-2012

Re: Odd fault with Fibre

Can't do that, as there doesn't seem to be a way to query the BTO modem to get the info?
Todays test
14.00 - 73.76 down / 14.74 up
20.57 - 13.90 down / 12.72 up
Dodger21
Grafter
Posts: 44
Registered: 02-05-2013

Re: Odd fault with Fibre

Quote from: SpendLessTime
@graigk
Yes but as I'm not on FTTC, the solution wouldn't be applicable to your case.

(FYI I'm on FTTP and the solution was to replace a dodgy card in the exchange as the issue affected everyone on that card. Took 3 months to get fixed though and a lot of customers across 2 companies pointing out it had to be a fault in the exchange given the geographical spread of the customer's. God knows how many engineer visits to clients took place before Openreach saw fit to look at the exchange kit!)

In possible defence of OR in a case like this.
I had a similar fault with standard broadband a couple of years back, the OR engineer wanted to change the card giving the intermittent fault and BT would not let him do it as the fault was not showing at the visit.
craigknighton
Grafter
Posts: 36
Registered: 29-11-2012

Re: Odd fault with Fibre

Todays tests
14.58 - 73.22 / 15.61
20.29 - 2.18 / 12.66
Couldn't get a screenshot of the further test as I kept getting a browser timed out message
danludlow
Rising Star
Posts: 395
Thanks: 24
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Registered: 03-12-2014

Re: Odd fault with Fibre

Just read this post. I find there are few things more galling than speed issues.
About a year or so ago I had a big speed drop and several Engineer visits that didn't seem to find the problem. A different Engineer every time, different approaches following standard initial tests and having scratched heads.  Still the problem lingered, and then the original Engineer returned. Still the same? No point going through the motions, but where to look. What about change the port in the Cabinet I suggested?
Ouch!! 
We don't do that, he said, it means reprogramming in some distant place etc. really frowned upon. But you've tried "everything" else. He put the wheels in motion and a new port was set up. Once connected, it was fine, speed back to normal and its more or less been that way since.
Just a thought.
craigknighton
Grafter
Posts: 36
Registered: 29-11-2012

Re: Odd fault with Fibre

That's kind of my thought behind this thread, and all the tests.
The more evidence I have, then the less chance of being charged and more chance (hopefully) that they recognise there's a fault even if they can't find one at the time.
craigknighton
Grafter
Posts: 36
Registered: 29-11-2012

Re: Odd fault with Fibre

Today I got an answer to my ticket which found that the line is perfectly fine at 15.11pm on Wednesday 23rd March!
Which of course I already know, as the faults only occur in the evening!
Do the customer service team bother to read all the tickets?