Slow internet since engineer visited

[jeldanteh]

Hi all,

So this is a bit of a long 1 but here goes. 

11/07 no internet. Performed a broadband test via the app and was told there was a fault and an engineer was being booked.

12/07 engineer visited, all good so far, text later that day to say it had been fixed etc. 

I got home to find no internet. Went on chat and they said they'll sort it etc and my internet came back, fantastic. Or so I thought. Speed testing showed I was getting 35mbps max. My guaranteed speed was 65mbps but I'd been getting 75+ 

Was told that it would sort itself out and wait 30 min. That was a week ago. Multiple chats and phone calls later and being told to do speed tests morning noon and night and, email screenshots to an email address still hasn't fixed the issue. I received an email this morning saying that if it's not fixed in 30 days I can leave without penalty but the problem is with the phone line so you'll have the same issue with a different provider?!?

I was also told the engineer had replaced a missing jumper but I have a line repair box on my phone line. This wasn't mentioned in the work carried out by the engineer and am wondering if he's cut the phone line and done a repair on it??

Also I access my router today and it says that fibre is down?? I'll put up so pics, hopefully someone will see this otherwise I'll go the social media route for some answers

 

 

 

 

[Ripshod]

That result is from 24th June. The more recent results and the router status indicates a connection of 38Mb/s, equivalent to the old superfast 1.

Jynx @Jayach 

[Jayach]

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@Ripshod wrote:

That result is from 24th June. The more recent results and the router status indicates a connection of 38Mb/s, equivalent to the old superfast 1.

Jynx @Jayach 

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Yes, so i noticed when I looked closer. I always have trouble with mobile screens, I like PC screen shots.

[jeldanteh]

No worries. Yep yep since the engineer visit I'm getting a max of 35mbps. Tbh I think either the engineer or Vodafone have turned off/disconnected/damaged the fibre connection. But on the plus side I apparently have an engineer visit pencilled in, it just needs to be booked. As Vodafone blamed the line I'm sure BT will blame Vodafone.

 

[Jayach]

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@jeldanteh wrote:

since the engineer visit I'm getting a max of 35mbps. Tbh I think either the engineer or Vodafone have turned off/disconnected/damaged the fibre connection.  

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It will be in the copper connection to the cabinet, not the fibre.

[jeldanteh]

If that's the case, a fault on the line, why didn't the engineer sort it out when they visited? All the engineer said what that he replaced a missing jumper in the PCP. Nothing about cutting/repairing my phone line etc. Surely they check the connection etc?? Hopefully I'm around when they visit, then I can have a word lol

[Ripshod]

You had a fault before the visit as the SNR shows a good clean signal. Your service needs a DLM reset as it looks like it was triggered by the fault the engineer fixed and hasn't been reset. An engineer can do that remotely. 

[Ripshod]

@jeldanteh don't look at the fibre status page, your connection is not fttp so that page is never populated. 

[jeldanteh]

Oh ok, just saw fibre down and thought that might explain it.

I don't know either tbh, it was fine one day, then down the next. Never had this sort of problem before and can't get an answer from anyone. It's the usual thankyou for your patience, we're doing everything we can to fix it, it's been passed on to the relevant team etc. Sooooooo frustrating 

[jeldanteh]

Hi all. Just thought I'd do an update. Spent Tuesday afternoon on chat for nearly an hour trying to find out whats happening. Turns out an engineer needs to visit and they had it on my account but couldn't tell me why it wasn't booked or why I'd not been contacted to arrange the visit. I was then assured I'd be contacted in the PM, thankyou for your patience and we are doing everything possible to fix your problem etc. 

Well it obviously wasn't PM the next day as no one contacted me. Maybe today?? But I won't hold my breath. 

[Effie]

Hey @jeldanteh I hope you are doing well. Did the team contact you to arrange the engineer visit?