S/N up Broadband speed down, " yet again"!

[#1]

Fingers crossed the next engineer can get to the bottom of this for you

[#2]

Cannot believe the attitude of the btwholesale engineer, from entering the house stating he wasn't here to do any work within the property and would only check and report the state of the line as ( shown me on his phone), not authorised to do any work Btwholesale not being paid for visit.!!!!!!!'
Waste of time waiting in, and no fix.

[#3]

Thanks for getting back to me @smilers63 

I'm sorry to see you've had that impression of the engineer. I've spoken to the engineer a couple of times this morning and they've said they've carried out an investigation along the line including going up the pole and was unable to find a fault. They've also spoken to the previous engineers and are involving their patch manager on this.

With regards to the authorised work, we allow an engineer to carry out what work is necessary to fix a fault although that's subject to Openreach's own processes and whether the engineer themselves is skilled for the task.

The fault report is still assigned to the engineer and hasn't been passed back yet which indicates they're still working on this. As promised a couple of hours ago, I'll call you back to discuss this further although I'd like to wait until I've got an update from the engineer with regards to the next steps to get the fault with your service fixed, or a report back.

[#4]

[#5]

Live Data 11:45 16:03:20

Status
xDSL
xDSL
Mode VDSL2
Traffic Type PTM
Status Up
Link Power State L0
Downstream Upstream
Line Coding (Trellis) On On
SNR Margin (dB) 6.4 6.3
Attenuation (dB) 21.9 0.0
Output Power (dBm) 13.7 5.9
Attainable Rate (Kbps) 48451 5264
Rate (Kbps) 39996 5091
B (# of bytes in Mux Data Frame) 47 47
M (# of Mux Data Frames in an RS codeword) 1 1
T (# of Mux Data Frames in an OH sub-frame) 64 28
R (# of redundancy bytes in the RS codeword) 12 16
S (# of data symbols over which the RS code word spans) 0.0382 0.2994
L (# of bits transmitted in each data symbol) 12568 1710
D (interleaver depth) 847 107
I (interleaver block size in bytes) 60 64
N (RS codeword size) 60 64
Delay (msec) 8 8
INP (DMT symbol) 3.00 4.00
OH Frames 516327 74752
OH Frame Errors 21663 0
RS Words 132076484 16926347
RS Correctable Errors 3999961 5
RS Uncorrectable Errors 1407 0
HEC Errors 1400 0
OCD Errors 0 0
LCD Errors 0 0
Total Cells 97450560 0
Data Cells 44012 0
Bit Errors 0 0
Total ES 1783 15330
Total SES 46 78
Total UAS 1654 27835

[#6]

Thanks again for your time on the phone Kev,

I've added a reply to your ticket 198302370 following our conversation but to add it here too, I'm sorry for the engineer's attitude when they first arrived. As discussed it sounds like they've carried out an investigation into the fault nonetheless although with no success in getting to the bottom of this.

Openreach's diagnostics team have completed some work remotely which I suspect was to lower your router's sync speed to 35mbps to alleviate the errors on the line and our testing is now passing.

I'd recommend we monitor this and if further issues occur, as your neighbours appear to have a stable speed of 37 to 40mbps we can arrange another engineer visit escalating this again with our suppliers.

I'll email you back updating this ticket on Wednesday, and I'll call you if there's an update I feel it's best/easier we talk about over the phone. Let me know if there are any developments in the meantime though.

[#7]

Friday A.M is fine for the engineer visit.
Thanks again Anoush.
Kev. R

[#8]

Cool. Fingers crossed it goes well

[#9]

[internal]
Engineer and patch manager called who advised they've found no fault on the line. He requested me to run a OGEA test and I advised I'm currently unable to do this as there's an open fault in the Openreach systems.

Advised that the minimum guaranteed is 30mbps that's based on the current expectations of the line at the point of sale, but the issues are mainly due to errored seconds being above real time check and a potential fault found in copper network.

Patch manager recommended we leave this for 10 days and then retest the service afterwards. He also indicated at this stage while Coronavirus is going that any further investigation may have to wait unless there's no service at all.

Your Response
4:12pm, Friday 20 Mar 2020
Good afternoon Anoush,
After further conversation with the engineer and his line manager,the engineers decided to test the underground joint box at the corner of my street the outcome being the line pair coming from cab 17 showed a sinc of 53Mbs . therefore after much hassle they found a spare pair with a good wide band, and coupled me to that at the down pole.
The latency is now showing low 10ms and download speed 36.8Mbs uload 7.5 Mbs. Fingers crossed I hope the problem might finally be sorted.

Many Thanks Kev.R

[#10]

Hi Kev, 

Thanks for that update, it's good to see that the engineers in the end found a potential issue and moved you on to a different pair that's got your speed back up. Only time may tell moving forward if that's fully resolved the issue. The fault's still assigned to the engineer so I can't retest your line but based on what you've said it's looking promising.

I'll check back this weekend.