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unstable connection in poor weather

jand
Newbie
Posts: 2
Registered: ‎11-03-2021

unstable connection in poor weather

my line come from a pole at a neighbour's at the back of us and goes over the roof of their  house.   Recently they have had major work done on the house which resulted in the height of the house being raised.  The telephone (and hence internet) line is now touching his roof and since then I have been having problems with an unstable connection when windy.  Could this be related?  

4 REPLIES 4
jab1
Seasoned Hero
Posts: 7,290
Thanks: 2,478
Fixes: 74
Registered: ‎24-02-2012

Re: unstable connection in poor weather

Very likely, @jand . Ideally, your neighbours builders should have checked the roof/cable clearance and warned their client about it, but knowing builders, I suspect they didn't even think about it.

Welcome to the forums.

John
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,304
Thanks: 6,517
Fixes: 1,074
Registered: ‎21-04-2017

Re: unstable connection in poor weather

Thanks for your post @jand 

Our tests aren't showing any issues with your broadband connection (I've attached the test results below), but what you've said about the line touching your neighbour's roof doesn't sound good. 

I'd recommend contacting your phone provider to arrange a phone line engineer to assess this. Alternatively you should be able to contact Openreach directly for this by calling 0800 023 2023 (option 1) - taken from their webpage Here.

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 7.0 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 616.0
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 2021-02-26T16:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 40.0 Mbps 40.0 Mbps 40.0 Mbps
Up Stream Line Rate 7.0 Mbps 7.0 Mbps 7.0 Mbps
Up Time 898.0 Sec 900.0 Sec 899.9 Sec
Retrains 0.0 0.0 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 2021-03-11T15:29:32Z 2021-03-11T15:44:32Z
Ingress Code Violation 0 2
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

We're detecting a bridge tap though which may be a symptom of the issue you've described or another problem. A bridge tap is generally a wiring issue which can be external or internal. If your router's not already in this setup, it could be worth plugging your router into the test socket explained Here to rule out any internal wiring, making sure there's no extension cabling between your router and the test socket as that can also cause a problem.

Let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
jand
Newbie
Posts: 2
Registered: ‎11-03-2021

Re: unstable connection in poor weather

Thanks Anoush.   It is intermittent and seems to be mainly when it is windy - hence I was wondering about the cable snagging on the roof!   I was trying to join a zoom call at 3pm and kept being thrown off it with a notification that my connection was unstable, and had a problem with an audio skype call at 10:00am with a lot of interference (but got better as the hour went past!) .  And it is is fine again now (at 4:30pm)   I'll try checking via the test socket as you suggest the next time I experience problems as usually all seems good!  Also will call openreach re the line touching the roof, after checking re the bridge tap (so can try and kill two birds with one stone) -   I'm thinking that the bridge tap problem is quite likely to be outside too - when building my neighbour managed to break the line with his JCB and openreach had to come and fix it - look like there's a join halfway down now!   

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,304
Thanks: 6,517
Fixes: 1,074
Registered: ‎21-04-2017

Re: unstable connection in poor weather

Thanks for getting back to me @jand 

No problem, sounds like it'll be the line at fault. Keep me posted on how it goes. We can arrange a broadband engineer if we need to, even though ideally this looks like something that should be looked at by a phone line engineer (the option for us to book a broadband engineer is available)

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team