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

 

 

 

 

[jeldanteh]

No. No call, no email, nothing.

But something's been done as I tested at 73 mbps yesterday afternoon. 

Still waiting for an explanation or at least some form of follow up as each operator I spoke to on chat said they'd sort it out personally lol

[Ripshod]

Glad to see you're sorted now. We can assume someone (either vf or openreach) discovered a virtual switch on their system had been missed. We'll never know who, how or why, but now it's been fixed who cares? 

[Effie]

Well that is certainly better at least but it's still not great that a member of the Broadband team hasn't spoken to you. We can't deal with faults and technical queries over social media but if you pop the team a message here, we can check the account to see what has been done, what is currently being done and what the next steps are as it should all be noted on the account. Unfortunately for any further technical support you would need to reach out to the Broadband team again. 

[jeldanteh]

Ok thanx. I'll defo do that after I've finished work 👍

[Effie]

Thanks @jeldanteh Hopefully we can get you some answers. 

[Jayach]

Glad it appears to have been fixed.

Any chance you could show us what the DSL stats are now?

[Jayach]

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@jeldanteh wrote:

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

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I'm pretty sure if a jumper was missing, you would have had no service, but I'm not an Openreach engineer, so what do I know.?

[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.

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Yes, but the upload sync of 18.5Mbs says it isn't.