Requesting Line test

[#1]

Hello, 

Please can you run a line test on my phone line, my sync speed has dropped from 79mb to 35mb also the upload speed has dropped from 19 to 14. I've done all the usual things,

Profile	State	UP Speed	Down Speed	SNR Upstream	SNR Downstream
17A	SHOWTIME	14598 (Kbps)	35392 (Kbps)	6 (dB)	6 (dB)

Thanks 

Steve

[#2]

Hi @stevetoza,

I'm sorry that your speed has dropped and for any inconvenience that this is causing you.

I've tested your line and the test has picked up a fault but has been unable to determine whether this is internal or external to your property:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

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	35.4 Mbps
Upstream Speed	14.6 Mbps
Appointment Required	Y
Fault Report Advised	Y
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Detected
Estimated Line Length In Metres	381.4
Upstream Rate Assessment	Low
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
Profile Name	0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-03-25T13:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	35.3 Mbps	36.3 Mbps	36.3 Mbps
Up Stream Line Rate	14.6 Mbps	15.3 Mbps	15.2 Mbps
Up Time	853.0 Sec	900.0 Sec	899.9 Sec
Retrains	0.0	1.0	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	2019-04-07T13:17:38.908+01:00	2019-04-07T13:32:38.908+01:00
Ingress Code Violation	0	6
Egress Code Violation	0	8
Errored Seconds	3	4
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

As the troubleshooting checks and connecting to the test socket hasn't resolved the problem, we'll need to arrange an engineer visit so that this can be investigated further. Please can you add your availability for an engineer to the ticket here. If you get back in touch on here once you've done this, we'll pick this back up and get the appointment booked for you.

[#3]

Hi Emily, 

Thanks for testing the line and getting back to me, I've replied to the ticket. 

Thanks

Steve

[#4]

Hi @stevetoza, thank you for getting back to us. I can confirm I've booked in your engineer for the earliest appointmetn we had availible and have updated your fault ticket here.

By all means let us know how the appointment goes and if the engineer sl;ot needs arranging feel free to give us a nudge.
 

[#5]

Hello @BD, 

Thats great many thanks, I'll let you know how it goes tomorrow. 

Steve

[#6]

Hi @BD 

All good this end, open reach turned up and resolved the issue on the pole affecting my sync speed i'm now back to 

Down Stream : 79995Kbps / Up Stream : 20000Kbps

Could you check my speed profile make sure that hasn't dropped due tot he issue 

Thanks

Steve

[#7]

Hi @stevetoza,

Glad to hear the engineer sorted you. I've just checked your connection profile and it's sat at 78000 (the highest it goes)

Keep an eye on things and let us know if there's any further problems.

Thanks