Reliable Service ?

[#1]

Having experienced Un-Reliable service in the past, I got into the habit of monitoring the Service that I was receiving on a daily basis this past year. It was one of the things that got me up in the morning.

I was quite happy during April and the first half of last month but then it became very confusing from the 19th.

The attached PDF shows what I managed to capture.

I have my own ideas as to what is going on.

Any thoughts?

[#2]

@Thumper Something is a bit iffy there - but some more information may be helpful.

Can you post anonymised results from (a) the Help Desk tab on your router (b) the results from https://speedtest.btwholesale.com/ -making sure you run and post the 'Additional Diagnostics' (c) https://www.broadbandchecker.btwholesale.com/#/ADSL

[#3]

I'll give it a go.

Please do not your breath while I attempt to gather the data.

[#4]

At long last, part (a) of your request

[#5]

Part (b) of your request

[#6]

Part (c) of your request.

This has certainly been a learning experience

Cheers

Thumper

[#7]

@Thumper Quick glance at those figures has thrown up a couple of queries, but I am busy on something else at the moment, so I'll come back to you a little later.

In the meantime, can you do a Quiet Line Test (Dial 17070, option 2from a preferably corded phone) - other than the periodic 'Quiet Line Test' message, there should be silence. ANY noise, then report a PHONE fault first.

[#8]

John

Afraid, do not have a corded phone. However tried your suggestion and the result is no noise on the line

Nick

[#9]

OK - that at least is a good sign, but your speeds (& downstream SNR) look extremely unhealthy based on your line attenuation.

Wonder if @Gandalf or one of his colleagues would like to comment? - they have access to far more data than I do.

[#10]

If no staff are responding it would be worth reporting a fault, either via the phone or Faults.plus.net

[#11]

Hi @Thumper 

really sorry to see that the issues on your line have continued following the engineer visit. I've run a test on my end which shows the issue surrounding Cross Talk does appear to be resolved, however the download sync speed looks to have dropped significantly. I've Rejected the clear notification from our suppliers, so further investigations will take place.

Our Technical Support Team will be in touch regarding further steps.

I've attached our test results to this post for your reference.

KBD

GEA Test Detail
Circuit ID	NA	Service ID

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	12.1 Mbps
Upstream Speed	6.3 Mbps
Appointment Required	N
Fault Report Advised	N
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	1213.0
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Low
Interference Pattern	Not Detected
Service Impact	No Impact Observed
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-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off

[#12]

Hi @Thumper To follow up we'd need to arrange another engineer visit to investigate further.

Could you reply to your fault ticket 214505416 with some days you'd be available for one?

If you can post back afterwards we'll make sure that's picked back up as soon as we can

[#13]

Have replied to ticket 214505416. 

[#14]

Thanks for getting back to us @Thumper 

I've booked the engineer visit and updated the ticket 214942309 with the appointment details.

Let us know how it goes.

[#15]

At long last, Service for last 11 days has been at 20+ Mbps for the advertised down load speed and the router's DSL Line Status.

Am keeping my fingers crossed that the above continues for ever more.

Nick