Experiencing frequent loss of fibre broadband

[#1]

I can appreciate that @Pauline_S  I have sent you an email with what we would need to do next and once that has been ruled out we can sort an engineer for the drops It's with our social team so we can follow up with you until we get to the bottom of the cause.  

[#2]

 @jab1 Sorry if I confused you there. Openreach will investigate the drops and we have our processes that we have to follow as part of a check list before an engineer is to be booked.  

I have taken this issue off the forum and my team will pick it up via our ticket system. I was in no way leaving the drops as these need to be looked at

[#3]

Thank you, i appreciate that @SammyM

I'll disconnect the Mesh for the 24hr period.

(attached another log if it helps)

[#4]

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@SammyM wrote:

I have taken this issue off the forum and my team will pick it up via our ticket system. I was in no way leaving the drops as these need to be looked at

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Why???

[#5]

@SammyM  I don't know what you are playing at, the OP has had 12 disconnects today and over 20 on the 10th, doesn't that suggest a faulty line to you?  What is all this nonsense about processes that you have to follow? And to cap it all why have you taken this issue off the forum,  I object to that action, hiding behind tickets that forum members cannot see. Have you even looked at the router fault logs which obviously show a serious line problem with the line dropping very frequently sometimes dropping after a few seconds uptime.

Get an Openreach engineer booked ASAP.😠

[#6]

@RealAleMadrid As I asked, unfortunately but conveniently above. I too cannot see why a screamingly obvious infrastructure issue needs taking to (anti)social media, unless it is a creeping way to to turn the once informative and useful PN forums into clone of the BT ones, where anything which involves faults is suddenly deemed 'account sensitive' so they can shut down discussion.

[#7]

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@Dan_the_Van wrote:

@pvmb @jab1 

Unless you have a cable with a RJ11 and a BT phone plug on it you will need to keep using a DSL inline filter or the master socket faceplate as a media converter.

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True enough!

[#8]

@SammyM I dont want to interfere with any fault investigation but has a direct connection to the test socket been tried ?

or even just unclipping and re-seating the Mk4 faceplate ?

[#9]

@MisterW Had @SammyM Not moved this to the 'social team' - for reasons I still fail to fathom, I was going t o suggest that as another possible option, but I now only have this topic on subscription in the hopes the OP reports how and when it gets fixed.

[#10]

@jab1 I suspect its just been taken to tickets to avoid the limitation of being able to post account specific information.

There's nothing to prevent the thread being updated with non account specific information by either @Pauline_S or @SammyM  as the fault is progressed

[#11]

I am just wondering what 'account specific information' can be involved in what looks to me like a network/connection issue - but there again, what do I know - I've only been on this forum 12.1/2 years, during which time I have never seen so many connection issues moved off-forum.

As an aside, and apologies for taking this off-topic, the number of questions that 'die', even when the OP has said they will keep the forum advised of developments, is strange.

[#12]

Good morning! Looks like we managed about 5 hours without problems overnight but this morning already gone down a few times.
Checked stats and noticed the speed has come down to 48.997 Mbps, our minimum guaranteed speed is 50.1

[#13]

@Pauline_S Then, I would suggest you ask for a Openreach appointment as a matter of importance.

I obviously have no idea why your case has been taken 'off-forum' - but see earlier posts - as it quite clearly is a external network issue, but I have my suspicions.

[#14]

Just been through this and it took getting to a complaint to get it sorted.

Multiple drop outs per day.

Engineer sent to replace master socket and ticket closed.

Still daily drop outs, Engineer sent to replace master socket despite being told the fault is not inside the house and ticket closed

Still daily drop outs, told everything including router changed so not an internal issue. OpenReach engineer sent out to change master socket, could find an issue in the house so said would look outside and ticket closed

Complaint raised telling them it is not a fault inside the house and needed looking at externally. I was away on holiday so hoped they could look at it whilst away, but insisted the engineer had to start inside the house so would have to wait until I came back.

Engineer arrived, couldn't see a fault in the house so said he would swap the lined in the cabinet. Low and behold after a few days to settle where I got a couple of once a day drops and the an couple of every other fay it has been stable for 8 days.

Complete shambles over a dew months trying to get it sorted out and tickets get closed without any customer agreement the fault has been fixed. If it doesn't get fixed on the first visit insist on it getting escalated and the ticket held open.

[#15]

@400ixl Thanks for posting that interesting (but sad) detail. Unfortunately, from this,  and other cases I have seen, coordination and proper investigation just does not happen these days. No wonder engineers are 'stretched' if they have to repeatedly and fruitlessly revisit a site.

(Apologies to @Pauline_S  for posting my thoughts)