Sudden speed drop - QLN
Hi @Justinian, with regards to the QLN graph it's hard to say what's caused this as there is no time stamp and we aren't seeing any drops in circuit (other than a drop on Thursday around 2pm).
Can you run a speed test using speedtest.btwholesale.com and send us a screenshot of the results.
I'd also advise connecting your router to the test socket for the time being if not already.
Hi @Justinian,
Thanks for providing this info. Upon retesting the line and reading through the thread, though the sync speed has dropped, this doesn't appear to be a fault with service as it's still performing within the estimated speed range for your line.
As this is the case, it's hard to say what caused the speed to start performing at a lower rate than it had being do so up until this point and unfortunately there's nothing we can really do to boost the speed again from our end of things. If you're currently plugged into the test socket then I'd recommend leaving the router plugged into this setup if that's something you're happy to do. I'd also recommend connecting through Ethernet cable where possible, as this will always provide a more stable and speedy connection than Wi-Fi can offer.
As a side note, the results included in the speedtest run through BT Wholesale looked a little low and I believe this may be down to the BT Wholesale speedtest itself, as it's known to not always accurately reflect the speed you're receiving from time to time. It may be worth rerunning this test using an alternative site, such as speedtest.net.
If there's any further discrepancies or if you experience any further issues then please don't hesitate to get back in touch with us and we'll be happy to assist further.
Hi @Justinian,
It's hard to say for sure what the cause of the issue is. Coincidentally, I re-ran testing on your line this morning to see if we could detect any further issues and the initial test result suggested a potential phone fault. However, upon further testing to determine if this was external or internal the same result was not returned. As this is the case, I'd like to ask if you have a phone handset plugged in and if you have noticed any issues specifically with the landline services?
If you haven't then it's nothing to worry about, we can still offer further suggestions and support to help improve your services. To that end, are you able to confirm if you've set your router up within the test socket as of yet? If it is set up within the test socket, is it the only thing plugged in?
Hi @Justinian,
Thanks for confirming this. Just to clarify, when we refer to the test socket in the property, we mean that there should be a phone socket beneath the faceplate of the master phone socket, which is there for testing purposes. Due to the nature of the test socket, it would require that the router be plugged into it via a mirco-filter and so it may be worth seeing if you are able to access this specific component of the socket. For reference, we have a handy guide on how to locate and access the test socket, which can be found here.
Hi @Justinian,
I've retested your line this afternoon and I'm no longer detecting the aforementioned potential phone fault. If the router has only recently been plugged directly into the test socket then this may indicate an issue with the master socket faceplate, though before we reach that conclusion I would advise that it may be worth leaving the router in its current setup for the next few days and monitoring how things go.
