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FIbre Support

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Message 150 of 150

I've noticed that my internet connection is dropping more frequently than usual. It seems to have coincided with neighbours getting full fibre but may be a coincidence (or a sinister push towards selling it to me). Can someone please check?

Thanks

Jamie

149 REPLIES 149

Staff

Message 61 of 150

It was stable for you at the test socket? (as well as the sync speed increasing)

It could be a fault with the faceplate.

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Message 62 of 150

Yeah, since Friday morning.

Staff

Message 63 of 150

Hi @jamieburchell

These don't appear to be profile changes completed by DLM.

It may be the faceplate. Is the faceplate still re connected?

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Message 64 of 150

My router says there were two disconnections on 15/03 - 22:03 and 22:46.

Staff

Message 65 of 150

Morning @jamieburchell

The line test this morning is clear - No faults detected.

The sync speed has remained the same too. Has the connection been ok over the weekend?

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Message 66 of 150

That would be great, thanks. I suppose the only difference now is that the phone is unplugged from the router but I don't see why that would make a difference to be honest, it's been that way for years.

Staff

Message 67 of 150

Hi @jamieburchell

If you would like me to run one more line test on Monday, I can check just to make sure everything is still clear?

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Message 68 of 150

Great! I'm none the wiser as to what the original problem was then 😂

Staff

Message 69 of 150

Hi @jamieburchell

Oh good 🙂

Yes, line tests are fine , no faults detected.

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Message 70 of 150

It's all fine. Is the line test still good?

Staff

Message 71 of 150

Morning @jamieburchell

I've checked the sync speed again, and the sync speed hasn't dropped.

Has the connection been ok for you?

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Staff

Message 72 of 150

Hi @jamieburchell

Great, I will check in again with you tomorrow 🙂

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Message 73 of 150

Hi @Debbie-TalkTalk

I have reconnected to the faceplate. Sync speed looks the same so far.

Thanks

Staff

Message 74 of 150

Morning @jamieburchell

I'm sorry for the delay.

I can see that the sync speed has remained at 38.3mb.

Please can you try re connecting the faceplate and I will check the speed again tomorrow.

Thanks

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Message 75 of 150

Hi @Debbie-TalkTalk

Happy Wednesday!

Would you like me to try reattaching the faceplate since nothing has changed either way since our last contact?

Thanks

Jamie

Staff

Message 76 of 150

Hi @jamieburchell

We can try re connecting the faceplate again on Wednesday. If the speed drops again then this would indicate a potential fault with the faceplate.

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Message 77 of 150

Assuming everything is OK after Wednesday, what's the next step? Reconnect the faceplate/get a new faceplate?

Staff

Message 78 of 150

Hi @jamieburchell

I think the re connection was when DLM changed the profile to increase the speed.

It's going in the right direction so I will check this again on Wednesday.

Thanks again.

Debbie 🙂

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Message 79 of 150

Hi @Debbie-TalkTalk

So it has! Looks like it reconnected at 1:33 this morning at what looks like normal sync speed.

Happy to leave it plugged in to the test socket for now.

Staff

Message 80 of 150

Hi @jamieburchell

The sync speed has started to increase, it's now at 38.3mb (It was 33.5mb when I last checked)

Would it be ok to leave the router in your current set up to see if DLM increases the speed any further?

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