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Slow fibre and dropouts

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16 REPLIES 16
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Wizz Kid

I am having dropouts several time a day, each one last maybe a couple of minutes.

My speed has dropped down to between 11 and 14 mbps.

I had this problem before and an OR engineer found a fault at the top of one of their poles..

This was fixed and my speed went to 35mbps and no faults were shown when he checked.

He came on Jan 7th and all was well for a while, however speed and stability slowly deteriated .

Can you help ?

 

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Community Team - TT Staff

Hi doughybread 

 

I'm sorry to hear this.

 

I've completed a line test which has detected a possible fault. Are you experiencing any faults with the landline service when making calls? (noise)

 

Thanks

 

Debbie

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Wizz Kid

No noise on landline Debbie !

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Community Team - TT Staff

Hi doughybread

 

Thanks for your reply.

 

Is the router also connected at the test socket? I can then raise this fault over to our Network Team for investigation.

 

Thanks

 

Debbie

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Wizz Kid

Connected to test socket Debbie. And 

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Community Team - TT Staff

Hi doughybread,

 

Thanks for the additional information. The line test is detecting the fault close towards the property. Could you also confirm if you've recently tested with an alternative router and I'll pass this straight over?

 

Thanks

 

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Wizz Kid

Sorry, do not have alternative router !

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Community Team - TT Staff

Hi doughybread

 

I can send a replacement router for testing, would you like me to arrange this?

 

Thanks

 

Debbie

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Wizz Kid

Yes please Debbie, it's worth a try.

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Community Team - TT Staff

Hi doughybread 

 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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Wizz Kid

Hi Debbie,

 

Router arrived today, have connected it , but the speed is the same as other router.

I will leave it for a couple of days to see if there is any improvement.

Will keep you updated.

 

doughybread

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Community Team - TT Staff
Highlighted
Wizz Kid

Alternative router has been connected for 24 hours now, no improvement at all in performance!

This rules out the router as the problem I think.

Speed today down to 8 Mbps.

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Community Team - TT Staff

Hi doughybread,

 

As there's no improvement this is probably going to need an engineer visit. If you'd like us to go ahead with the engineer visit can you confirm:

  • That you accept potential Engineers charges
  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also PM'd you to confirm some other details


Thanks

Chris

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Wizz Kid

Thanks Chris

next week am available Mon am & pm, Tues am & pm, Frid am & PM.

doughybread

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Community Team - TT Staff

Hi doughybread

 

Thanks for the PM, I've replied requesting a bit more information 


Chris

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Community Team - TT Staff

Hi doughybread,

 

Our network team have confirmed that the engineer visit is booked for 26/02 AM (08:00-13:00) please let us know how you get on

Chris