Regular drop-out and low speed
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- Re: Regular drop-out and low speed
Regular drop-out and low speed
17-07-2021 10:12 AM
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Come on PN - looking at the posts on here, this seems to be a common theme but no recognition at your side.
Attached is a BT wholesale test showing a whopping 4mb download.
I am paying for more, I expect more.
Please look into this.
Ta
Re: Regular drop-out and low speed
17-07-2021 11:11 AM
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@Bernard2001 That doesn't tell us much - apart from your speed. Two questions before we can give you any real help - (1) are you on ADSL or FTTC? - I suspect FTTC given the reported U/L speed and (2) what, if any, checks have you carried out at your end?
Re: Regular drop-out and low speed
17-07-2021 5:22 PM
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ADSL (I think) and done all of the checks required - faceplate, master sockets, took all devices off etc.
A Facebook reply has mentioned that apart from the dropouts I am being banded at 8.8mbs by 'the supplier'.
Not sure whether it is legal to restrict a supply for no valid reason and without notification?
Re: Regular drop-out and low speed
17-07-2021 5:34 PM - edited 17-07-2021 5:36 PM
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If that screenshot is correct, you cannot be on ADSL - 2.98Mbps upload is impossible on that service.
To give Community members a chance to help you - can you please re-run that test, but complete and post the 'Additional Diagnostic' step, post the result of BT Broadband (making sure your phone number is not visible) and give us sight of the Help Desk tab from your router - again, removing any personally identifiable data.
The restriction by PNs 'supplier' - i.e. BT, will be due to errors/defects on the line, and be an automatic action carried out by the Dynamic Line Management at either the exchange or cabinet.
Re: Regular drop-out and low speed
17-07-2021 5:41 PM
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@Bernard2001 your speeds will have been reduced because there is a fault on your line, DLM does so in order to maintain the best speed it can based on the condition of the line..
You say you have done all the tests, but no mention of the most basic, is your phone line quiet? Dial 17070 option 2, does it report the correct number and is the line quiet.
Re: Regular drop-out and low speed
17-07-2021 5:44 PM
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Ooops, forgot that one - again. must be all this sun.
Re: Regular drop-out and low speed
17-07-2021 9:02 PM
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Interesting
When I dial the number, it buzzes and crackles
When I do the quiet line test, it goes quiet.
So er, No and Yes to the quiet bit!
Re: Regular drop-out and low speed
17-07-2021 9:16 PM
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So you have a phone line fault if it does not report your number, and have noise.
You can't expect decent broadband if you don't have a good phone line. If you get your phone line sorted your broadband will improve, although you may need to ask for a reset.
Re: Regular drop-out and low speed
18-07-2021 11:36 AM - edited 18-07-2021 11:37 AM
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Hi @Bernard2001
Thanks for reaching out on our Community Forum, it was myself that replied on Facebook yesterday, advising on the issues found by my tests. as you've now confirmed that you've gone through our troubleshooting steps, my colleague has responded to to the open fault ticket on your account, though we have not had a response yet.
Please respond with available dates / times for an engineer appointment, and we'll be happy to raise this matter with Openreach and book it is. You're speeds are far below the estimated values for the Fbire Extra package that you're on.
Once you've responded, give me a nudge on here and I'll be happy to get it processed. I've also popped our test results on this thread for you to have a look at. Both KBD and RRT now show the line to be banded at 7.9Mbps, yesterday it was 8.8Mbps.
Re: Regular drop-out and low speed
18-07-2021 11:48 AM
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Moderators Note
This topic has been moved from ADSL Broadband to Fibre
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Regular drop-out and low speed
18-07-2021 2:31 PM
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Hey
It gets worse with the banding! Also helps if I realise the fibre is not adsl (do'h).
This week, only Friday is available.
Can then do from 2/8 to 10/8
Thanks
Re: Regular drop-out and low speed
18-07-2021 2:43 PM
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Thanks for getting back to us @Bernard2001
I'm sorry to see you're having issues with your connection.
I've booked the engineer visit as per the availability you've given on the ticket and confirmed the appointment details there.
Let us know how it goes.
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