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

[#1]

Was getting a "can't download insecure file" report from Chrome......sheesh.

Here's the latest event file.

[#2]

Hi Ken,

Just need the status screen please.  See http://192.168.1.254/helpdesk.htm

[#3]

Hopefully one of these.

The connection does seem a lot more stable and faster with seemling no freezing and hangups.

[#4]

@Townman 

@Windings 

@bmc 

@Dan_the_Van 

@mwwagain 

@jab1 

Gents and ladies......(well you never know)

Just a quick message to say thanks for all the help and assistance over the last few days.

The main problem does seem to have been fixed as the connection now seems to be a lot more stable and the speed does not fluctuate between 0Mbps and 18Mbps with an acceptable level of ping times.

My question, 248597804 has now been closed but I'll keep an eye on the situation for a couple more days.

I did get one response back from three places re other connections and will have an in depth read of it.  Just for you information I've attached a copy of the email.

So once again many thanks.

If I do have any more problems I know where to come!!

Thanks

Ken Mavor

[#5]

Ken,

Delighted to have helped you progress from how do I leave, to having a service which pleases you.

Would be good to see the router stats screen (not the activity log).

[#6]

There's good news and bad news.

The good news is that I'm going on holiday for 3-4 weeks next Wednesday.

The bad news is that the problem is still there.

Tried to download a 960Kb file earlier.....reported, at first, that it would take 2 hours.

Did the download in 8 minutes.  Stuttering.  Stopping. Restarting. Quick download of 220kb. Then nothing for about 2 minutes.

Still getting slowness, connection grinds to a halt.

Went into Gmail and it took 5 minutes from hitting the icon to actually getting into the mail screen.

I am loathed to keep resetting the router.

Tried to use the internet last night at about 10.30pm.  Nothing.  Switched off wifi on my phone and worked fine.

Tried this morning at 7.30am and again nothing.  Changing websites took ages.

Just a pointless exercise trying to use it.  Frustrating. Annoying.

It was working for about 24 hours but it's back to the old tricks.

Just did a broadband speed test......15Mbps down and 3.2Mbps up....3.2Mbps is just not possible.  15Mbps is pushing it as well.  It's as if something is throttling the connection and then releases it momentarily.

[#7]

Looking at the state of your line, there is a fair chance that (a) there is more than one issue or (b) some other joint has become non-viable.  Under BTOR policy, you'll need three call outs on the line before they'll take the matter more seriously!!!

Best course of action is to seek another line test - @Windings are you able to review this service please?

[#8]

@KenMavor 

Unless I'm missing something you didn't attach a copy of the e-mail.

Is your connection still playing up? No sign of @Windings yet though he may well not be in work at this time.

Brian

[#9]

Hiya,

Apologies for late reply.

Been away for a few days in sunny, warm St Andrews.

The stability of the line is very suspect.  When it works, it's good...when it works.

First thing in the morning it's rubbish....a router reboot is needed before it becomes useable.

From about 9.30pm onwards it is also rubbish....again a reboot helps get it working.

The speed varies enormously .......15Mbps down to 1, or 2.  Upload can be reporting anything from 3.5Mbps (really) down. to 960Kbps. The neighbour was away for a few days and I ran tests on his line....rock solid at 14.5 and 1.8. And I mean rock solid.....downloading and uploading and browsing was easy, fast and predictable.

It's the frustration of having a good reliable and reasonably fast internet connection and then in a few seconds not.  Watching Netflix on the TV, using an ethernet cable plugged into the router, and all of a sudden it starts buffering.  This can go on for 15 to 20 minutes but by that time we've had enoigh and we start using a mobile phone hotspot.

We are way for 3 to 4 weeks as from this Wednesday and will leave a sniffer on the line to see if it can capture the symptoms whilst we are away.  If there is no improvement I'm going to either order Starlink or go with a local firm microwave link.

Hopefully you can see the attachment this time.

[#10]

@KenMavor 

Sorry, no atttachment showing this time either.

Brian

[#11]

Re post...with attachment.

Didn't like the .eml or .docx extension.

[#12]

@KenMavor 

Thanks. Took a bit of editing in NotePad to get it readable.

They are basically speaking of a Wireless connection which I'm guessing would be a last resort. I've posted it below in case anyone else has a comment.

Brian

Thank you for getting in touch. For a limited time only we are offering the following upgraded packages (exc VAT):
- Up to 60Mbps download and 40Mbps upload £400 connection and £460pa
- Up to 100Mbps download and 50Mbps upload £650 connection and £540pa

18 month minimum term. 1 months' notice required before cancellation.
Connection charge can be spread over the first 12 months.
Prices are subject to survey as we need to confirm line of sight to one of our hilltops.
If you are happy with the prices then please let me know if you would like to arrange a survey.
We can reduce the connection charge by £150 if you put us in touch with a friend/neighbour
who signs up at the same time.

Any properties that are eligible for the voucher scheme would have a £0 connection charge, subject to survey.

We predominantly install wireless links as a last mile solution but if fibre is a feasible option then we can look in to this too.
Please can I have the full addresses of the properties that are interested in a connection?

We also offer a VoIP package meaning you can get rid of your BT line. Prices start from (exc VAT):
- £50 connection including an analogue to digital adapter allowing you to keep using your existing phone
- £12 a month including 5000 minutes to 01/02/03 and UK mobile numbers
- £8 to port an existing number over to our system

[#13]

Ouch!!  The lower speed over 18 months including connection is effectively £60pcm 

[#14]

Yup.

Guy along the road has wireless microwave and owns, or works for, a company that installs.

Will ask about fibre.

Are they "allowed" and/or "authorised" to tap into the exist fibre connection at the end of the road?

It I can get the farmer to dig the trench and lay the fibre and someone to do the connections I think that maybe the way to go.  IT would be a more permanent solution.

As an aside...neighbour just came back from holiday and said his internet connection is [-Censored-]...slow, handing and keeps resetting. He's reported it to his provider...EE.  Makes me wonder what the "fix" was that BT/OR applied.

[#15]

You'd really need to find the first neighbour whose fibre DOES work - and run back from their CBT.  That way you know you are the right side of the fault wherever / whatever it is.