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Fibre dropout

lone
Dabbler
Posts: 11
Thanks: 3
Registered: ‎28-04-2019

Fibre dropout

Hello,

 

I've been seeing some dropouts on my connection since we had it 'uncapped' in mid December. Last night after it dropped it returned at around 6mb. A power cycle fixed this, but it has now happened again. The connection was relatively stable before this, and my configuration has not changed. Picking up the phone it seems there is heavy crackling on the line (the line is never otherwise in use). Speedtest and stats are attached.

Could someone please look into this?

Thanks.

 

 

bt_stats_6-1-22.jpgbt-test-6-1-22_6mb.jpg

5 REPLIES 5
Townman
Superuser
Superuser
Posts: 23,567
Thanks: 9,921
Fixes: 165
Registered: ‎22-08-2007

Re: Fibre dropout

If there is noise on the line, broadband is not going to work properly at all.  Please raise a phone line fault using the link below.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

lone
Dabbler
Posts: 11
Thanks: 3
Registered: ‎28-04-2019

Re: Fibre dropout

Thanks Townman. A phone line fault was found and an engineer visit has been arranged on Monday.

Staff, if you require further details please let me know. Otherwise, there is not much to add until then.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,625
Thanks: 10,191
Fixes: 1,606
Registered: ‎21-04-2017

Re: Fibre dropout

Thanks for your post @lone

I'm sorry to see you're having connection issues.

Let us know how the engineer visit goes. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
lone
Dabbler
Posts: 11
Thanks: 3
Registered: ‎28-04-2019

Re: Fibre dropout

Hello,

 

The engineer has now left, after repairing some damage outside. At a quick glance, the connection seems to be fine again.

Can I ask if my speed was throttled or impacted by all this, and if so could we have that reset?

LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 491
Fixes: 131
Registered: ‎07-12-2017

Re: Fibre dropout

Hiya @lone, thanks for getting back to us with the update. I am pleased things seem good so far since the work.

 

I have tested the line and can see the current sync speed is 52mb and doesn't look to have been banded in anyway.

 

Let us know how things go!

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