topic Re: Off Again in Fibre

Off Again

Ryoma2040 — Thu, 06 Jun 2024 08:23:18 GMT

My connection is once again dropping multiple times a day and if it manages to reconnect, I'm getting speeds of around 0.5mbps down.
The phone seems to work fine (not great but it never is).

The problems started about a week ago and today the connection has been down several times already and on one occasion it was over half an hour before it could reconnect.

I've checked all of the cables and reset the router, even swapped several bits out to see if it helped, which it did not. It's currently connected directly to the test socket and that has made no difference to stability or speed.

Re: Off Again

Anonymous — Thu, 06 Jun 2024 08:38:46 GMT

Morning,

I'm sorry to hear this and I'll take a look now.

I've run a broadband test on the line which has detected a potential voice fault, however the voice line test is showing no fault. Thanks for confirming that the router is connected to the test socket. Do you have an alternative router that you could test with please just to rule this out?

Thanks

Michelle

Re: Off Again

Ryoma2040 — Thu, 06 Jun 2024 09:07:19 GMT

I do and I've connected it up.

Re: Off Again

Anonymous — Thu, 06 Jun 2024 09:13:23 GMT

Thank you. Would it be ok to keep this router connected for now whilst we monitor the stability to see how it compares?

Michelle

Re: Off Again

Ryoma2040 — Thu, 06 Jun 2024 09:23:13 GMT

Yes. How long do we give it?

Re: Off Again

Anonymous — Thu, 06 Jun 2024 09:34:32 GMT

We'll re-check it first thing in the morning, would this ok? It'd give us enough time to check the stability stats now that the alternative router is connected.

Michelle

Re: Off Again

Ryoma2040 — Thu, 06 Jun 2024 09:51:33 GMT

Yes that's fine. I'll check back in the morning.

Re: Off Again

Anonymous — Thu, 06 Jun 2024 09:55:41 GMT

Great, thank you. I'll also post an update back here too.

Michelle

Re: Off Again

Anonymous — Fri, 07 Jun 2024 06:18:27 GMT

Morning,

How have you found the stability of your connection since yesterday please?

Michelle

Re: Off Again

Ryoma2040 — Fri, 07 Jun 2024 14:04:44 GMT

The speed has been better but still not what it normally is.
It has disconnected twice that I've noticed as well.

Re: Off Again

Anonymous — Mon, 10 Jun 2024 05:59:23 GMT

Morning,

I'm sorry to hear this. Can I just confirm, has the replacement router been connected to the test socket?

Michelle

Re: Off Again

Ryoma2040 — Mon, 10 Jun 2024 15:07:35 GMT

Yes, it has.
The connection has been pretty stable over the weekend although it is still slower than normal.

Re: Off Again

Anonymous — Tue, 11 Jun 2024 06:18:47 GMT

Morning,

Ok thanks for confirming. The sync speed does look very low. What speeds were you originally receiving previously? If all testing has been completed at the test socket with 2 different routers then the next step will be to arrange an engineer visit to the property.

Thanks

Michelle

Re: Off Again

Ryoma2040 — Tue, 11 Jun 2024 07:45:46 GMT

It's usually somewhere between 4 and 4.5.
I know it's not a fast connection but losing a few Mbs makes a big difference to me.

Re: Off Again

Anonymous — Tue, 11 Jun 2024 08:02:33 GMT

Morning,

Ok thank you for confirming. Usually DLM will start to increase the speed once the stability has started to improve. It's possible that DLM may increase the speed further over the next few days. Unfortunately we can't manually adjust DLM as this is done automatically as it monitors the connection. Would it be ok if we re-check the connection stats again on Thursday to see if DLM has made any changes?

Thanks

Michelle

Re: Off Again

Ryoma2040 — Tue, 11 Jun 2024 08:09:56 GMT

Yes but I'll let you know if I have any major problems before then.

Re: Off Again

Anonymous — Tue, 11 Jun 2024 08:17:29 GMT

Great, thank you.

Michelle

Re: Off Again

Anonymous — Thu, 13 Jun 2024 09:46:16 GMT

Good morning,

I've just re-checked your connection stats now and DLM hasn't made any further changes to the speed but the voice line test has detected a potential external line fault (DIS Fault) so I've passed this over to Openreach now to complete an external line investigation. I'll re-check the fault first thing in the morning for an update for you.

Thanks

Michelle

Re: Off Again

Ryoma2040 — Thu, 13 Jun 2024 10:29:15 GMT

Thank you.

Re: Off Again

Anonymous — Thu, 13 Jun 2024 10:31:14 GMT

Morning,

No problem. The voice fault is most likely affecting the broadband connection so hopefully once this is resolved then we'll see an improvement in the connection stats.

Michelle 🙂