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Intermittent Broadband Problems for over 2 months

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33 REPLIES 33
mc2tt
Conversation Starter

I have been having sporadic and intermittent problems with my broadband for over two months and I am really frustrated, and I dread having to call TT support again. Can an OCE please help?!

 

My broadband, standard over copper, is normally very stable, with usually weeks, sometimes even months, of continuous DSL sync uptime (and I do mean that, I keep a regular eye on the router stats). I typically get 14-16Mb. All fine, when it works.

 

However, since the end of August I've had intermittent bouts of losing DSL sync. It is very random. It can be fine for days, or there are days DSL sync can be up and down like a yo-yo for several hours, or it just goes down once and comes back and is then fine. Sometimes it recovers very quickly, other times it takes up to 15 minutes or more to resync. Then it can be down again within minutes or stay up for days. There doesn't seem to be any pattern.

 

Initially I tried changing the microfilter, and the broadband cable, and plugging directly into the test socket, all to no avail, so I first reported the problems via chat on 29-Aug, and after over an hour of tests and questions (and not finding any problem) the agent decided the fault must be with the router, an HG635, so sent me a new one.

 

To cut a very long story short, the problems continued with the new HG635 and, in fact, since the problems started I've tried 4 different routers, 4 microfilters and 4 broadband cables. I've even tried 2 different telephones in case the phone itself was causing the problem. And I've tried disconnecting the phone altogether. None of that helps.

 

(There is only one phone socket in the house and the microfilter is plugged directly into it, no extension, and the router and phone plugged directly into that.)

 

I have contacted TT support a total of 13 times, 3 by chat and the rest by phone. Most of those were at least 45 minutes, some more than an hour. Almost every time they ran tests, which always found no faults. Most commonly they'd end up with "we've changed some parameters and it should be fixed now/please monitor it for 24/48 hours". Sometimes I'd be calling back within minutes.   😞

 

I've had a TT engineer out who looked over my installation and decided that my router (the new HG635 TT had sent me just three weeks before) was the problem, so took that away and left me with a D-link 3782. The problems recurred within half an hour of him leaving.

 

I've had two Openreach engineers out. Both ran tests and couldn't find any problem. Of course, the problems never occured while the engineers were here. The first replaced my NTE5 master socket (the only socket in the house) with an NTE5C and replaced all of the wiring from it to outside my front door, on an "in case" basis. The problems returned a day or two later.

 

The second Openreach engineer looked over everything and ran tests and couldn't find any problem. He said that given that everything had been replaced within my premises (some things multiple times) and that tests had not found any problems in the line from my place to the exchange, then the problem has to be with TT's kit at the exchange, and that was what he was going to put into his report.

 

Ok, I thought, so someone will go look at that, but within an hour I got an email and text saying "Our engineer has resolved the service issue"! So I phoned in and asked the agent what the engineer had put in his report and, indeed, he'd put in that the problem is with TT's kit at the exchange ... but the agent said he wasn't going to get anyone to look at it but instead insisted that I monitor the situation for seven days!!!  😞

 

That was on 18-Oct, and on the following day I replaced the D-link the TT engineer had left me with a (yet another) new HG635 that I'd begged TT for.

 

And then ... well, it all worked for a while. 10 days of continuous DSL sync uptime and I thought the problem might just have disappeared. But, I got a couple of DSL drops on 29-Oct, then another couple on 1-Nov and some each day since and, as you'll see when you look at the line logs, yesterday (Mon 4-Nov) and today (Tue) had three to four hour bouts each day of DSL yo-yoing, with 7-8 periods of loss for several minutes each period, each day.

 

So, over two months on, with everything in my premises replaced from router to outside my front door, and a TT engineer and two Openreach engineers, and the problem is still there.

 

I really really can't bear phoning TT support again. Every time I've called I've had to re-explain the whole saga, and usually they want to run the same tests, even though they've been run many many times already, and they want to ask me all the same questions each time. Even when I've managed to convince them to skip the tests and send out an engineer the call has taken 30 minutes. I lose the will to live... 😞

 

So, please please, can an OCE do whatever is needed to advance this forward to a solution. I do appreciate such sporadic and intermittent problems are difficult, but is it possible to get someone to own the problem, so there's some continuity? It's really frustrating as things are.

 

Just to add, I've tried keeping a log to see if there's any pattern, and there isn't. It can happen at any time and on any day. It's not related to any usage or activity, either on the internet or in the house, indeed it sometimes happens when the house is empty (I get home and see it in the logs). It's not related to the weather, or anything else as far as I can make out.

 

Thanks!

Community Team

Hi mc2tt

 

I'm really sorry to hear this.

 

I've completed a line test which hasn't detected any faults but I can see that the SNR is dropping low and this can affect the stability and performance of the connection.

 

I've optimised your connection and the SNR has increased. Please can you monitor this for 24hrs and let us know if you are still experiencing this issue?

 

Thanks

 

Debbie

 

 

mc2tt
Conversation Starter

😞 Not to sound ungrateful, but you don't know how many times I've heard those two paragraphs, pretty much word for word, over the last couple of months.

 

Yes, SNR drops when it's playing up, I've caught it dropping to zero, but the line has been tested and optimised at least a dozen times, probably more including the engineer visits, and the problems still recur.  If that was all that was needed I wouldn't have had to contact TT support 13 times and have a TT engineer and two Openreach engineers out!

 

The real question is why, and as the last Openreach engineer reckoned it was a problem with TT's kit at the exchange, and as pretty much everything else has been eliminated, can you not just get someone to swap my line onto a different DSLAM?  Or maybe put me into a different port, or at least check out the patch panel, etc...?

 

Re monitoring, it didn't take 24 hours, DSL dropped half an hour ago, see below.  Just the once (so far) and a quick recovery, this time at least.

 

2019-11-06 10:40:57 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 10:40:53 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 10:40:52 System Notice DSL connection is active.
2019-11-06 10:40:23 System Notice DSL connection is disactive.
2019-11-06 10:40:03 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 10:39:59 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 10:39:59 System Notice DSL connection is disactive.

mc2tt
Conversation Starter
BTW, not sure if it makes any difference, but since the last openreach engineer came (18-Oct) the Service Status checker has consistently said "Sorry, we had a problem checking your services. We tried testing your network connection, but the test was interrupted.". It used to work fine before.
Community Team

Hi mc2tt,

 

Thanks for the information. Are you experiencing any problems with your telephone service such as noise on the line?

Chris

mc2tt
Conversation Starter
No, no problem with phone calls at all, and I've tried a quiet line test and it is indeed totally quiet.
Community Team

Is the router situated close to other electrical devises that could be causing interference?

Chris

mc2tt
Conversation Starter
No, and the setup and layout of my router, PC, etc, indeed, of everything in my house, hasn't changed in a long time.

I've thought of interference and, as I said in my initial post, the problem is not related to any activity in the house (using the microwave, running the washing machine, etc, etc, etc). Nothing.

Excuse me for saying so, but I've answered all of these sorts of questions numerous times already in the 10 or so hours I've spent on chat or on the phone with TT, and the three engineers that have come did check out all my layout and wiring etc.

That's not to say I begrudge answering your questions, I'm happy to answer whatever you want to ask that might help, but I do believe that all of the "normal" ones have been covered extensively already.....

P.S. I asked the last openreach engineer if some external interference between my place and the exchange could be causing the problem and he said no, as the line is underground from my place to the cabinet and underground from there to the exchange.
Community Team

OK thanks. If the issues continue following the optimisation then we can arrange another engineer visit . Could you monitor the connection over the next few days and let us know how you get on


Chris

mc2tt
Conversation Starter
Will the next engineer be able to do anything at the exchange? When I booked the last one I was told he would be able to do so, if needed, but when the guy arrived he said he wasn't allowed to touch TT's kit at the exchange.

Oh, it just went down again....

2019-11-06 12:51:43 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 12:51:36 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 12:51:35 System Notice DSL connection is active.
2019-11-06 12:51:07 System Notice DSL connection is disactive.
2019-11-06 12:49:46 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 12:49:42 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 12:49:42 System Notice DSL connection is disactive.
Community Team

The engineer should be able to carry out work at the cabinet and exchange if required 


Chris

mc2tt
Conversation Starter

I went out pretty much immediately after my previous post and have just returned home to find it went down again while I was out.  This time it took longer to resync, 3 minutes, and has come back at just 10Mb (was 15Mb when I left).

 

2019-11-06 14:58:53 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 14:58:46 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 14:58:45 System Notice DSL connection is active.
2019-11-06 14:58:17 System Notice DSL connection is disactive.
2019-11-06 14:57:56 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 14:57:52 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 14:57:52 System Notice DSL connection is disactive.
2019-11-06 14:47:22 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 14:47:15 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 14:47:14 System Notice DSL connection is active.
2019-11-06 14:46:46 System Notice DSL connection is disactive.
2019-11-06 14:46:24 System Notice DSL connection is disactive.
2019-11-06 14:46:03 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 14:45:59 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 14:45:59 System Notice DSL connection is disactive.

mc2tt
Conversation Starter
Sorry, not 3 minutes to resync, it was actually two DSL drops separated by 10 minutes.
mc2tt
Conversation Starter

A further bout of five DSL drops over half an hour.  The earliest four came back at 15Mb, the most recent at 12mb.

 

2019-11-06 19:30:32 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 19:30:28 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 19:30:28 System Notice DSL connection is active.
2019-11-06 19:30:00 System Notice DSL connection is disactive.
2019-11-06 19:29:43 System Notice DSL connection is disactive.
2019-11-06 19:29:25 System Notice DSL connection is disactive.
2019-11-06 19:29:03 System Notice DSL connection is disactive.
2019-11-06 19:28:42 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 19:28:38 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 19:28:38 System Notice DSL connection is disactive.

 

2019-11-06 19:19:45 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 19:19:38 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 19:19:37 System Notice DSL connection is active.
2019-11-06 19:19:09 System Notice DSL connection is disactive.
2019-11-06 19:18:45 System Notice DSL connection is disactive.
2019-11-06 19:18:30 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 19:18:26 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 19:18:26 System Notice DSL connection is disactive.

 

2019-11-06 19:17:17 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 19:17:13 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 19:17:12 System Notice DSL connection is active.
2019-11-06 19:16:44 System Notice DSL connection is disactive.
2019-11-06 19:16:19 System Notice DSL connection is disactive.
2019-11-06 19:16:02 System Notice DSL connection is disactive.
2019-11-06 19:15:48 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 19:15:44 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 19:15:43 System Notice DSL connection is disactive.

 

2019-11-06 19:08:02 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 19:07:58 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 19:07:57 System Notice DSL connection is active.
2019-11-06 19:07:29 System Notice DSL connection is disactive.
2019-11-06 19:07:08 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 19:07:04 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 19:07:04 System Notice DSL connection is disactive.

 

2019-11-06 19:03:26 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 19:03:19 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 19:03:18 System Notice DSL connection is active.
2019-11-06 19:02:50 System Notice DSL connection is disactive.
2019-11-06 19:02:29 System Notice DSL connection is disactive.
2019-11-06 19:02:00 System Notice DSL connection is disactive.
2019-11-06 19:01:46 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 19:01:42 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 19:01:42 System Notice DSL connection is disactive.

 

mc2tt
Conversation Starter

Now a rapid order bout of yo-yoing.  Back at 13Mb.

 

2019-11-06 21:52:35 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 21:52:28 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 21:52:27 System Notice DSL connection is active.
2019-11-06 21:51:58 System Notice DSL connection is disactive.
2019-11-06 21:51:38 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 21:51:34 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 21:51:34 System Notice DSL connection is disactive.

 

2019-11-06 21:51:18 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 21:51:14 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 21:51:14 System Notice DSL connection is active.
2019-11-06 21:50:45 System Notice DSL connection is disactive.
2019-11-06 21:50:24 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 21:50:20 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 21:50:20 System Notice DSL connection is disactive.

 

2019-11-06 21:49:52 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 21:49:48 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 21:49:47 System Notice DSL connection is active.
2019-11-06 21:49:18 System Notice DSL connection is disactive.
2019-11-06 21:48:50 System Notice DSL connection is disactive.
2019-11-06 21:48:33 System Notice DSL connection is disactive.
2019-11-06 21:48:19 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 21:48:15 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 21:48:15 System Notice DSL connection is disactive.

 

2019-11-06 21:48:03 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-06 21:47:59 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 21:47:58 System Notice DSL connection is active.
2019-11-06 21:47:29 System Notice DSL connection is disactive.
2019-11-06 21:47:08 System Notice DSL connection is disactive.
2019-11-06 21:46:44 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 21:46:44 System Notice DSL connection is disactive.
2019-11-06 21:46:32 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-06 21:46:32 System Notice DSL connection is active.
2019-11-06 21:46:03 System Notice DSL connection is disactive.
2019-11-06 21:45:42 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 21:45:38 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-06 21:45:38 System Notice DSL connection is disactive.

mc2tt
Conversation Starter

Overnight.  (I assume the 03:39 one was DLM.)  Now at 14Mb.

 

2019-11-07 05:15:52 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-07 05:15:48 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-07 05:15:48 System Notice DSL connection is active.
2019-11-07 05:15:19 System Notice DSL connection is disactive.
2019-11-07 05:14:58 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 05:14:54 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 05:14:54 System Notice DSL connection is disactive.

2019-11-07 04:30:19 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-07 04:30:15 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-07 04:30:14 System Notice DSL connection is active.
2019-11-07 04:29:45 System Notice DSL connection is disactive.
2019-11-07 04:29:24 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 04:29:21 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 04:29:21 System Notice DSL connection is disactive.

2019-11-07 04:20:39 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-07 04:20:32 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-07 04:20:32 System Notice DSL connection is active.
2019-11-07 04:20:03 System Notice DSL connection is disactive.
2019-11-07 04:19:42 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 04:19:38 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 04:19:38 System Notice DSL connection is disactive.

2019-11-07 04:01:21 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-07 04:01:08 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-07 04:01:08 System Notice DSL connection is active.
2019-11-07 04:00:39 System Notice DSL connection is disactive.
2019-11-07 04:00:18 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 04:00:15 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 04:00:15 System Notice DSL connection is disactive.

2019-11-07 03:40:01 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-07 03:39:54 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-07 03:39:54 System Notice DSL connection is active.
2019-11-07 03:39:25 System Notice DSL connection is disactive.
2019-11-07 03:39:05 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 03:39:00 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 03:39:00 System Notice DSL connection is disactive.

Community Team

Hi mc2tt,

 

Thanks for the information

 

Yes DLM changed your profile in the early hours of this morning which seems to have improved stability.

 

Chris

mc2tt
Conversation Starter

With the 4 DSL drops already reported after the 03:39 DLM run and a further 3 now, below, you'll excuse me if I'm not convinced! 🙂

 

2019-11-07 09:04:54 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-07 09:04:44 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-07 09:04:43 System Notice DSL connection is active.
2019-11-07 09:04:15 System Notice DSL connection is disactive.
2019-11-07 09:03:54 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 09:03:50 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 09:03:50 System Notice DSL connection is disactive.

2019-11-07 09:01:00 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-07 09:00:47 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-07 09:00:46 System Notice DSL connection is active.
2019-11-07 09:00:18 System Notice DSL connection is disactive.
2019-11-07 08:59:49 System Notice DSL connection is disactive.
2019-11-07 08:59:28 System Notice DSL connection is disactive.
2019-11-07 08:59:15 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 08:59:11 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 08:59:11 System Notice DSL connection is disactive.

2019-11-07 08:20:12 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 connected.
2019-11-07 08:20:05 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-07 08:20:04 System Notice DSL connection is active.
2019-11-07 08:19:35 System Notice DSL connection is disactive.
2019-11-07 08:19:11 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 08:19:11 System Notice DSL connection is disactive.
2019-11-07 08:18:50 System Notice WAN connection Other_R_0_65:IPv4 connected.
2019-11-07 08:18:50 System Notice DSL connection is active.
2019-11-07 08:18:21 System Notice DSL connection is disactive.
2019-11-07 08:18:01 System Notice WAN connection Other_R_0_65:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 08:17:56 System Notice WAN connection INTERNET_TR069_R_0_38:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-11-07 08:17:56 System Notice DSL connection is disactive.

Community Team

Yes I can see that there have now been further disconnections. If you'd like us to arrange an engineer visit please let me know know and I'll confirm some details


Thanks

Chris

mc2tt
Conversation Starter

Ok, I guess that's a must be.  But as I've had a TT engineer and two openreach engineers out already, and been told some conflicting things along the way, could you clear some things up please?

 

a) I asked the TT engineer about TT's kit at the exchange (as I thought that's what unbundling meant), but he insisted that TT had no kit at the exchange, it was all BT's.  However, the 2nd openreach engineer said TT did have kit at the exchange but he wasn't allowed to touch it.  (In fact, he said it was caged off!)  So what the truth there?

 

b) When I booked the 2nd openreach engineer I asked the agent if the engineer he would send would be able to do everything, including checking out the patch panel at the exchange and swapping my line onto another mux, if needed, and the agent said yes, but, as I say, when the engineer was here he said he wasn't allowed to touch that stuff.  So, are there different "classes" of openreach engineer that are allowed to touch different bits of kit, or what?

 

c) Also when (on Sun 13-Oct) I booked the 2nd openreach engineer the agent told me that he'd get openreach to run a "long and extensive" test on the line first, starting the next day, and that would run for 72 hours, and so the engineer was booked for the 18th to give that time to run, but when the engineer turned up and I asked about that he just said "uh?" and had never heard of such a thing.  Is there such a thing?

 

d) One of the difficulties with this problem is that it hasn't happened while the engineers have been here.  On the day the 2nd openreach engineer came I had a lot of problems in the morning but the line had settled down and was stable by the time the engineer arrived.  I asked him to look in the line logs to see the situation earlier in the day, but he said he didn't have access to those, only TT did.  That seems bizarre to me, but so do we have to get an engineer that is both TT and Openreach, or what?

 

Finally, is there anyway we can get someone, an individual engineer, to "own" the problem until it's fixed?  With a different engineer each time there's no continuity, and when I've asked them if I could call them if/when the problem recurred they said, no, I'd need to reopen it with TT.