Contract cancel due to low speeds, instability and continually hanging of service

[#1]

@KenMavor  Yeah i've just checked the trouble report again because further diagnostics from OR can take up to 2 hours. 

Looks like they've spotted the issue and its external to the property, no need for a visit to the premises from what i can see. 

Ill shoot you an email over with the trouble report reference and keep a fault ticket open for it. 

Estimated fix OR has given me is latest of 24/06 so fingers crossed they get to the bottom of the problem for you. 

All the best 

[#2]

@KenMavor 

The repair guys are a different group from the house installers who are different from the the network installers. How far away is the pole? Having said that the repair guy might have an idea as to why there's no Full Fibre.

You have already shown you're on a FTTC connection to Cabinet 10. If your line ran all the way back to the Exchange it would show as an Exchange Only (EO) line and you wouldn't be getting the speeds you are.

If you go down the route of asking OR for a Full Fibre quote do let us know their response. I believe the first £2,400 is covered by them but anything above this is yours.

Brian

[#3]

@Windings 

Thank you - a great result.

What have you done differently which found a fault requiring deeper analysis by BTOR which has been missed on the other occasions @KenMavor reported issues to CSC?  Is there a helpful learning point here ... or was it simply a matter of the community not accepting "no fault found" as an acceptable answer given the available metrics caused one of the community heroes to take another look?

Whatever, this is a massive step forwards for the customer.  Hope BTOR can find the fault on the ground and rectify it, either by repairing as many joints as necessary or by doing a d-side lift and shift.

If BTOR deliver to their roll out programme for the area, FTTP should be available before Christmas 2026.

[#4]

@Townman 

The difference simply may have been performing a landline sided test, i would assume when Ken called us regarding his speeds and slow loading times etc... The advisor would've used the albert guide to pursue the 'broadband - New issue' flow which will advise to open a different system that tests the line mainly for the broadband side of stuff. To be clear im pretty sure it tests both but the test auto runs when we open the system, The landline test system allows us to precisely test for certain issue's, for example; noise on the line, no dial tone, one way transmission and in this case, crosstalk/crossed lines. 

However, as this is an FTTC line, i tend to explore outside of albert flows and try everything i can to diagnose the problem. We used a different system to test the landline side of problems and this is the system i used to test for crosstalk/crossed lines. Testing the landline side is always worth a try, especially in these sorts of cases where you can see no banding and correct sync speeds. 

The Albert guide is extremely helpful but isn't perfect as you can imagine, at that point for the more niche issues, it's down to the advisor at the time and their knowledge on OR's infrastructure and fault finding. Feedback can be given to the albert developers and i may draft a submission to add a step in the flow where we use the alternate testing system for ADSL and FTTC products. 

[#5]

@Windings 

Joe,

As an aside to your illuminating explanation, for a SOGEA service, would that additional test still be available to examine those characteristics seen here, or would one be left with only the FTTC test options which did not find this fault?

Great learning opportunity here ... hope your suggestions for ALBERT are adopted.

[#6]

@Townman 

Unfortunately the testing wouldn't work for a SOGEA service. For us to do the test, we need a landline number to test it against. With SOGEA we would be left with testing it on the other system which is being constantly refined and updated but is far from perfect. Just got to hope they implement some of the same testing parameters as the landline testing system. 

[#7]

Brian,

@bmc 

I am going to go down the route of the fibre installation.

Interesting that you say that the first £2400 is theirs.

I've just had a chat with the local farmer/builder and he is happy to dig the trench to lay whatever is needed free of charge as his farm and building firm offices are at the end of the rather old telephone line and he would be keen to get fibre installed.

Any idea how I ask for a quote?  

Had a quick look at the website and can't see anything obvious.

Thanks.

Ken

[#8]

Absolutely brilliant.

Thanks to all.

[#9]

@KenMavor 

An ISP can order Fibre on Demand but plusnet isn't one of them.

Check -> This information could be useful 

I thought the Scottish government had a scheme for rural fibre broadband?

[#10]

@KenMavor 

I can't find anything either. It appears I may well have confused matters with the Universal Service Obligation. To trigger that you need speeds of less than 10 down and 1 up.

I forgot to ask - when you put you post code into the OR availability checker did it say No Plans or by the end of Dec 2026?

Given you location I suspect you'll be on an overhead feed - if so, this is how they would do Full Fibre.

Brian

[#11]

Underground line......currently showing above ground in several areas.

The sheep love chewing on it as well.

Think I'll start looking at the Scottish Government website.

[#12]

@KenMavor 

"Underground line......currently showing above ground in several areas."

Which could well be the reason you've not got FTTP - a complex install (read costly).

What speeds does your farmer neighbour get?

Brian

[#13]

Details from the OR site attached.

No sign of any fibre installation date at all.

[#14]

@KenMavor 

I asked the wrong question. I was referring to the OpenReach website. When you put your post code in there it'll come back with various responses . Something like available, in plans with date, in plans with no date, not in plans.

As to the Scottish Government have a look at

https://www.mygov.scot/scottish-broadband-voucher-scheme

Brian

[#15]

farmer gets worse speeds than me....

Probably because this is after me and before him.....