Ticket update 162004457

[#1]

Once again during the day the connection becomes unusable i.e. 0.1mbps down.

Why is this happening? Do Openreach need to come out again?

Attached is the latest Speedtest carries out remotely. To clarify the is the speed wired to the router not WiFi speed.

[#2]

My FTTP line speed over a wired connection is highly variable. See the attached history.

Sometimes it is at the full rate of 72/19 but often it is 0.1mbps down (upload never really changes)

Is this normal? I hope not. The service seems to fluctuate considerably.

I am the only person using the fibre splitter in the village. I don’t know if this could be a network congestion issue but certainly not on my fibre connection to the cabinet.

[#3]

Moderator's note:

Threads merged to keep support in one place.

[#4]

I really should have taken the lack of support while on the trial information more seriously.

Can’t help but feel I’ll need to leave plusnet in order to be able to get any meaningful support response when things go wrong.

[#5]

Sorry to hear that.

For FTTP faults, it's generally business as usual except that most times we'd need to arrange an engineer visit. I can see you haven't reported a fault to us yet. I'd head on over to http://faults.plus.net

[#6]

Fault now reported. Ticket number 163565701

[#7]

Right now I actually miss my 5mbps ADSL connection. Didn’t think I would be saying that! Regularly seeing line speed drop to <1mbps for an hour or so at a time.

Yet another Openreach visit booked.

What a disappointment.

[#8]

Apologies for the delay in responding here and that you're still experiencing speed problems.

Can you let us know how the visit goes tomorrow?

[#9]

Despite being advised by plusnet that a higher grade of engineer would be visiting today the same engineer that did the original installation arrived. Lovely chap but not able to do anything more than the last visit. To be fair to Craig he did his level best to escalate the issue although there appears to be next to no fault troubleshooting guidelines for FTTP.
The problem remains unresolved and Craig has asked that a PT officer tests each splice in the connection to identify where the fault is.
Please follow up with Openreach about when this appointment is available so I can arrange to be off work for a third time (who is paying for this?)
I’m very concerned at the lack of ability that Plusnet/Openreach have to resolve a fault other than trying the same solution over and over again in the hope it will produce a different result.

[#10]

I’m absolutely appalled by how badly this has been managed.

Twice in a row Openreach have promised a higher level engineer and in both cases they have sent out the level 1 guys.

I still have a fibre installation that is complete garbage and no optimism of any resolution. Between plusnet and Openreach I have been left with an unusable connection and a bunch of people saying it’s not our fault.

When is this going to get taken seriously?

[#11]

@gavcuk

This is equipment Gav, there is no possible way your fiber optic cable is slowing one light beem but allowing the other to travel unabated. If I were you, if you get the same level 1 engineer out again. Get him to replace the ONT and reset the number at the exchange, if your still struggling then it is most likely a faulty node on the optic some where!

Best of luck!

[#12]

Thanks David.

Suspect the node then as ONT has been replaced.

[#13]

@gavcuk

That's not the best of news, as the will have to check the fiber to the cab and then on! Do any of you neighbors have the same issue? or even have fiber! If your the first on this line......!

Just a thought.

Best of luck

[#14]

I’m the guinea pig

[#15]

@David_Haigh

There is no cab as such. With the new style of installation a Distribution Point (up to 8 ports / nodes) comes with 100m of factory fitted cable. In my street the DP's were daisy chained back round the circuit. At some point they will join an Aggregation node and then the fibre optic is run direct (or via other aggregation nodes) to the nearest Internet Head End.

When the network installation is complete they do test the circuit (I stood at my door and watched them do it). As my DP was the last on the circuit they were able to tell me on the spot it had passed the test.

Brian