Too many drops since day one 3 months ago! want out!. Want to cancel!!!

[#1]

@stevebezzer 

Sorry, it's not my service, I am but another customer pointing out a fact to interested parties.

[#2]

Well after a few more drops last night! 

and today, they have cut my speed from 36 down to 3.3! 

What the heck is going on???

its getting worse and worse and worse, All of this investigations are taking my time off my daily chores!!

see the readings and graphs!

[#3]

Hey @Cleo,

Thanks for getting back to us here. 

I'm sorry to read about the issues you've had with the speed and drops in connection. I've updated your ongoing faults support ticket here, please reply via the ticket and our faults team will get that picked up. 

Thanks. 

[#4]

Why do you disable the internet after midnight.???
You clearly are not taking my complaints serious enough,!!!

You leave me no alternative but to take my complaints to Ofcom and watchdog,!!

You have contributed to my anxiety and depression which has resulted in my medication has been increased!!!

You fail to provide the service, you are constantly sending the same old auto reply,,!

I cannot live like this you are not taking note of the graphs I send,!!

You have made me very ill indeed! There is no fault with my line, the fault lies with you cutting us off!

I am receipt of benefits due to my disability. .....so do not send any bills i cannot afford it, I cannot afford an engineer its your way of getting more money out of us! And again, we do not have a fault on our line! End of!

You have to be the worst company I've ever come across, I wish i never signed up with you!

Moderator's note by Dick (Strat): All caps title/text edited as per Forum rules.

[#5]

Thanks for getting back to us @Cleo 

I'm sorry for the issues with your connection. I've tested your line today and the tests are showing what's known as a bridge tap which is generally caused by faulty internal wiring or something called star-wiring. This is likely the cause for the problems you're experiencing and I'm afraid this isn't something we can fix without engineering intervention.

Could you confirm your router's plugged into the test socket as explained Here?

For visibility if you're interested I've attached a copy of our testing showing this.

GEA Test Detail
Circuit ID	NA	Service ID	[redacted]

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	40.0 Mbps
Upstream Speed	6.7 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	672.2
Upstream Rate Assessment	Low
Downstream Rate Assessment	Very Good
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
Time Stamp	2020-04-21T13:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	37.6 Mbps	39.9 Mbps	39.9 Mbps
Up Stream Line Rate	6.5 Mbps	6.8 Mbps	6.6 Mbps
Up Time	586.0 Sec	900.0 Sec	897.3 Sec
Retrains	0.0	3.0	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	2020-05-04T12:18:43Z	2020-05-04T12:33:43Z
Ingress Code Violation	0	1
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0