Random Disconnections and Reduced Speed
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Random Disconnections and Reduced Speed
27-05-2021 4:59 PM
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For many months following the 2nd engineer visit due to my problems last Spring our broadband was great - rock solid at 80 download and 20 up.
In the last month or so it has become very flakey with lots of random dropouts making my partners working from home increasingly frustrating.
We're currently connected at 55 download and a meagre 1.295 upstream.
I did notice a couple of Openreach vans at the cabinets the other day but nothing has improved since.
I'd be grateful if someone could take a look as the dropouts, in particular, are causing real problems.
Re: Random Disconnections and Reduced Speed
27-05-2021 7:46 PM - edited 27-05-2021 7:47 PM
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Thanks for your post @Red_devil
I'm sorry for the issues with your connection. Line tests are showing a high resistance fault and I can see your connection's dropping regularly, so we'd likely need to arrange another engineer visit to investigate further.
To confirm though have you tried plugging your router into the test socket explained Here to rule out internal wiring?
Also do you have another router you can try? The one we've sent you is a good few years old. While that doesn't mean it's developed a fault, it's a good idea to rule everything internal out before we go for book another engineer.
I'm happy to send you a new router free of charge if you'd want, assuming you're using ours and not your own?
If you've gone through all that and you're still having issues, I'd recommend raising a fault ticket at faults.plus.net. If you can post back afterwards too, we'll be happy to make sure that's picked up as soon as we can.
I've also included our testing below showing the fault if you're interested:
GEA Test Detail | |||
Circuit ID | NA | Service ID | [redacted] |
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 | 52.6 Mbps | ||||
Upstream Speed | 1.2 Mbps | ||||
Appointment Required | Y | ||||
Fault Report Advised | Y | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Not Detected | ||||
Estimated Line Length In Metres | 377.3 | ||||
Upstream Rate Assessment | Low | ||||
Downstream Rate Assessment | Low | ||||
Interference Pattern | Regular Interference Observed on Week Days | ||||
Service Impact | Retrains Observed | ||||
Interference Duration Longest Occurrence | From 11:45 to 12:00 | ||||
Interference Location | Unknown | ||||
Interference Observed In Days | 10 | ||||
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-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Retransmission Low | ||||
Time Stamp | 2021-05-14T19:45:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 43.1 Mbps | 79.9 Mbps | 56.3 Mbps |
Up Stream Line Rate | 0.6 Mbps | 20.0 Mbps | 2.6 Mbps |
Up Time | 0.0 Sec | 900.0 Sec | 891.7 Sec |
Retrains | 0.0 | 3.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2021-05-27T18:09:40Z | 2021-05-27T18:24:40Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Here's also a connection graph showing the last 7 days
Re: Random Disconnections and Reduced Speed
27-05-2021 9:27 PM
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Hi Gandalf,
thanks for the reply.
I'm using the same Billion router (BIPAC 8800NL) that I've been using for the last 3 years.
I have a VDSL splitter in the master socket connected to the router via ethernet cable so there shouldn't be internal wiring issues.
Is there anything else I should try before raising a fault?
Re: Random Disconnections and Reduced Speed
28-05-2021 10:07 AM
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Hi @Red_devil
If the internal wiring / master socket appears to be in tact, then I wouldn't say so.If you have any extension cables plugged in however, unplug them all. and plug your router directly into the test socket and see how you get on. We only ask you to perform these internal checks to identify the source of the fault. if a fault is raised and an engineer is booked, a £65.00 charge will be applied if the issue is found to be internal, so we try to avoid it as much as we can.
If you're satisfied that the fault does not lie within your domain, please head over to faults.plus.net and raise this with our Technical Support Team.
Let me know if you need any further assistance.
Re: Random Disconnections and Reduced Speed
28-05-2021 10:50 AM
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Hi Adam,
thanks for the reply.
My (limited) understanding of the VDSL faceplate I have installed is that the socket it effectively presents me with is the same as the test socket and the extension wiring is filtered out before that.
That being the case and all of this being in a room we don't use I think it's very unlikely to be an internal issue but I will have a quick visual check before raising the fault.
TFYH
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