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

 

 

 

 

[Jayach]

Your pictures haven't been moderated yet, but are you on FTTP or FTTC?

If, as I suspect, you are on FTTC, log in to the router and show us what the DSL connection is reporting. Like this:

Line Quality

  Downstream Upstream

Current Rate	79999 kbps	20000 kbps
Maximum Rate	82971 kbps	25673 kbps
Signal-to-Noise Ratio	4.4 dB	9.4 dB

[jeldanteh]

 this is another screenshot I took. Just spent nearly an hour on chat again and i think an engineer visit was requested but not followed through? Either way I'll be contacted sometime in the PM but no time frame lol

[Jayach]

Once again, you picture hasn't been moderated, but the earlier ones have now.

You speed tests show you are getting 74.5Mbs down, so what is the problem?

You obviously have a very good line, possibly better than mine, and I thought mine was pretty good.

[Jayach]

Sorry, ignore my previous comment, I missed the dates on the speed tests.

[Jayach]

O.K. now your last picture has been moderated.

You have either been put on a different, and much longer, cable run to the cabinet.

Or you are now on a different cabinet further away,

Or there is still a fault.

I think you need to try and find out just what the engineer did.

[Jayach]

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@Jayach wrote:

O.K. now your last picture has been moderated.

You have either been put on a different, and much longer, cable run to the cabinet.

Or you are now on a different cabinet further away,

Or there is still a fault.

I think you need to try and find out just what the engineer did.

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My guess is you are on a different cabinet.

[Ripshod]

Going on the SNR I'd have to disagree. The OP's service has clearly been downgraded - likely by vodafone. 

[jeldanteh]

 

I'm thinking I've been downgraded too. Fibre is off/disconnected but my plan still says fibre 2. Maybe someone will realize soon?? Lol

[Jayach]

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@Ripshod wrote:

Going on the SNR I'd have to disagree. The OP's service has clearly been downgraded - likely by vodafone. 

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I don't think that is possible, If they had had it put on Fibre1 instead of Fibre2 I would have expected the download SNR to be much higher,

Thinking about it, as the upload speed/SNR is O.K. it's much more likely to be something causing higher attenuation at the download frequencies. (i.e. a fault)