Fibre dropouts, and bad wifi

[#1]

@jab1 @adam945  The line speeds are well below expectations, both downstream and upstream speed assessments are low, the Upstream is actually banded at 7.2 Mbps so the line is not looking too clever. These GEA tests only seem to report major faults on the line, anything else even when it is obvious something is wrong is "No Fault Found"

[#2]

@RealAleMadrid Yep, there is obviously a fault, but current practice seems to be to deny it.

[#3]

Hi Adam thanks for answering, I will start with I have NEVER got speeds above 44mps so 55mps is not what I'm getting. BT engineer read a speed of 44.7mps xmas eve. The drop outs are consistent with myself having to restart the hub, it starts by losing internet on the wireless then the hardwired devices, the only way then to get internet back is to reset the hub. I've just replaced all internal wires when I set up the new hub on 30/12/21, so the big drop out showing was setting it all back up. I will change over to the test socket in a moment, but I'm cert6not happy to find out I'm paying for speeds I've never got.
P.s jab1 it's a she not he 🤭😉

[#4]

@Sselby123 -  sincere apologies. 😉😀

[#5]

Iam now currently connected through the test socket and will update if the line drops out. I have however just experienced a bad connection on the phone line, it was a telemarketing call and I know they can be bad but a lot of static on the call when trying to speak

[#6]

@Sselby123 While you are connected thhat way, try the 17070 option 2 test, and see if the noise is still there.

[#7]

Still have a static noise while doing the quiet line test

[#8]

OK - you need an Openreach visit. Insist on one.

[#9]

More to the point raise a phone line fault report.  The service route for this is different and largely automated.

[#10]

Agreed, @Townman . Although, to my mind, Plusnet are now fully integrated into the BT mindset, which is to blame the customers equipment/environment as long as possible, to avoid having to properly investigate, but that is a matter for another discussion.

[#11]

I have just done the text fault report, let's see what they can find

[#12]

John,

The reality is that there are fault conditions - especially intermittent ones - which cannot be identified by remote testing with ease.  A noisy line, be that audible or electrical is one such scenario - these are usually best profiled from the user environment.  Whatever, a well informed user is a good foil to supplier "push backs" whomever that supplier might be.

Over the years I have found Plusnet to be fairly good at investigating issues ... as far as the BTOR / BTw rules allow them to do.  That does not mean to say that they have been always able to deliver a perfect resolution.  I have one such case on long term monitoring (when I have time) where the line does not perform at its best, BT can not find a fault ... but I am convinced that there is electrical noise, the source of which evades detection.

[#13]

@Townman Agreed, but I certainly didn't have as many hoops to jump through to get my last major fault resolved - although I admit I am possibly one of the 'better informed' EU's.

I also agree that PN have been usually good at resolving issues, but my perception is that there has been an increase in the number of issues where external causes have been reliably reported, where the customer is repeatedly told to carry out investigations that have already been actioned.

[#14]

... in danger of going off topic here ... but as you have raised it, there is a relevant context.

In the past there was a risk of a no fault found fee being charged by BT Openreach which Plusnet used to pass on to the end user.  Plusnet no longer passes on those charges to end users, but I believe that BTOR still charge the ISP.

That being the case, if I were the ISP I would want to be doubly sure that all measures which might mitigate a NFF visit charge  outcome have been checked out before calling in BTOR.

[#15]

Understand all that - and I will exit left on this topic.