Dropouts and drop in speed since approx 15th Sept. (CREWE AREA)

[#1]

Hello all,

I'm just wondering if anyone else in the Crewe area has been having issues with Broadband (not fibre) within the last week or so.

A friend of mine who is with Plusnet said his connection has been unreliable and his daughter (Nantwich area) has had problems too.

I've had many dropouts although that doesn't seem to be a problem at the moment. Speed has dropped significantly. Today Download is 1.04 Mbps and Upload 0 Mbps using Speedtest. Usually Download is 4.5 Mbps and Upload above 1 Mbps at least.

Is there a known issue in the area at the moment?

Thanks for any help.

[#2]

Hi @Iggy7 and welcome to the Community Forums.

I'm sorry to hear you've been having connection issues as of recent and there's no widespread issues in that area we are aware of. I've had a check of the connection and there definitely seems to be something out of place somewhere solely given the mass amount of drops in connection we can see occurring over the last few days and shown by the graph below:


However, our tests aren't picking up exactly what's causing the issue so we will have to do some troubleshooting to start ruling things out.

I'd recommend starting with basic checks here

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here


If the problem still persists from here we will go down the route of raising a fault. Let us know how it goes.

[#3]

I've done the basic checks. I swapped the micro-filter for a spare BT one I had. Plugged into the test socket.

I've just ran the BTW performance test and results are 

Download Speed (Mbps): 1.69
Upload Speed (Mbps) : 0.59
Ping Latency (ms): 76

[#4]

Hi @Iggy7, thank you for getting back to us. Can I ask when it was you plugged into the test socket and if it's still in that set-up? I ask as the test socket check and monitoring to see if the drops persist will determine the next best course of action.

[#5]

I swapped the micro-filter (in case there was an issue) for a BT one I had spare, earlier this morning and have been plugged into the test socket since then. Roughly 2 - 3 hours ago.

[#6]

Thanks for that @Iggy7. In which case, I'd suggest monitoring your side for any further drops as shown on the graph below we haven't seen any drops in the last 3 hours which may mean the problem is being caused by something internal.
 

 

I'd suggest then to monitor for a further 24 hours from here to be sure in regards to whether the drops in connection continue or not. Can I ask also, the speed test you did earlier whilst in the test socket, was this over a wired or wireless device? If wireless then please could you run a wired speed test with no other applications/devices heavily using the connection and let us know how it's looking.

[#7]

It's a wired connection. Let me know what the monitoring finds. Thanks.

[#8]

I'll keep an eye on the connection and get back to you tomorrow @Iggy7

[#9]

Hi @Iggy7, having checked over your connection this afternoon and shown on the graph below we are certainly still seeing drops. In which case I've raised a fault on your account that can be seen here with required information from yourself so we can progress this further for you. If you could drop us a message on here please when replying to the fault ticket and we'll get this picked up for you.