Connection dropping

[#1]

Hi @Lovelythanks 

I've been running tests today and the high resistance fault is still showing on your line so it's probably best to get an engineer out at this point to investigate further. Generally this type of fault indicates wear and tear in the infrastructure somewhere which could contributing to your connection problems. 

Openreach operate 2 timeslots for visits. These are AM ( 0800-1300) and PM (1300-1800), Monday to Friday

Please provide 3 timeslots you could attend and we will book the appointment for you and contact you to confirm when the engineer will be visiting.

Please note if an engineer visits your premises and is unable to gain access or if the fault is found to be caused by your equipment, your set up or your phone socket, the engineers may refer you back to us to discuss the next steps.

[#2]

Hi Curtis

i can’t be here but my dad can cover. PM Mon, Tues or Weds if that is possible? Do you let me know which one or do we have to cover all 3 days?

[#3]

Great support @jab1 too, thank you so much👍

[#4]

@Lovelythanks Curtis is probably off shift now, but to answer your question, you will be given one of your chosen day/timeslots, probably by text/email, but one of the support staff will probably post the information on here as well.

[#5]

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@Lovelythanks wrote:

Great support @jab1 too, thank you so much👍

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I do my best! 😀

[#6]

Hi @Lovelythanks, I've booked in the soonest available visit which is for between 08:00 and 13:00on 7/2/23 (Tuesday)

We'll follow things up with you as soon as we can after the visit but please shout up if there's anything we can do for you in the meantime.

[#7]

Hello there..

the engineer came today - I changed the appointment time last night with a very helpful customer service agent. I wasn’t here when he came my daughter was. She said he looked at the router and connection inside and then went outside to follow where the phone line connected to a post down the road with multiple connections. He came back inside 15 minutes and said he’d found the problem and fixed it.  I have run a couple of speed tests that show an increase from 32 to 42mps.. which is good, but I don’t know if it will solve the dropping issue. So far so good.

Will I receive a report from the engineers findings?

[#8]

That is good to know, @Lovelythanks . The chances are that the two were connected, so the drops should stop too.

Unfortunately, you won't receive details of the engineers findings - even if you did, you'd probably end up totally confused by the jargon.

EDIT: Can you post the current 'Technical Log' please?

[#9]

[#10]

Event log also

[#11]

File event log

[#12]

Thanks for the Technical Logs - they are showing a very healthy connection speed, given your apparent distance from the street cabinet.

[#13]

Your event log looks OK, too, once it settled down. Just keep your eyes on the DSL uptime figure - that SHOULD grow, if it keeps restarting, let us know.