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Thread: Nasty Broadband Predicament - Unreliability with Openreach??

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    Re: Nasty Broadband Predicament - Unreliability with Openreach??

    Quote Originally Posted by Andehh View Post
    Due to being in a new estate, everything is underground. Not a telegraph pole in sight!

    I looked at AAISP's, but with out usage (very high) we'd be looking at £55/month for a comparable package to the £20 I was with Vodafone and the £20 I am on with NOW TV.

    Another local yocal was on Facebook last night complaining her WIFi keeps dropping out and what she can do. I have responded so many times to others telling them to contact their ISP i have given up.


    & yes BT engineer took another twisted pair from my box back to the cabinet, not a new line itself. He did say there were noticeable improvements on his system so was confident this would fix it - alas not.
    Yes, being a small ISP, A&A are quite expensive if you're a 'heavy' user - they can't afford to subsidise the heavier users like the huge ISPs are able to, but if you're stuck with a line no-one else is willing to get fixed, they're always an option given their guarantee to get it fixed or your money back. You don't necessarily have to stay with them outside of the minimum term, just perhaps keep a closer eye on your usage while you are.

    I don't suppose you still have the router running to check line stats? They could be useful for determining where the problem lies. I just wouldn't take customer support's word as final when it comes to technical issues - my experience with BT's call centres is pretty terrible though their UK staff are generally good. It's just a shame it's more of an effort to get to speak with them.

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    Re: Nasty Broadband Predicament - Unreliability with Openreach??

    Just to update the thread, Vodafone confirmed there was nothing more they could do, and whilst openreach were aware of a "network event" they couldn't give me more details.

    I start with NOW TV (sky) broadband this weekend, after Vodafone refunded all 3 months of my time with them, and gave me £50 an apology.

    The Internet speed has improve dramatically last week, steady high 30mb/s, but the line is still dropping.

    I am going to up the data on my mobile, and use that for my online gaming (especially the likes of RTS where you can't just rejoin a server) and start the process again with NOT TV.

    Im also going to try pestering openreach myself to see if there is anything they explain to me!

    Facebook group had another resident complaining about Internet dropping out this evening , so at least it isn't just me... I guess.


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    Re: Nasty Broadband Predicament - Unreliability with Openreach??

    I doubt you'll get far with Openreach as they tend to avoid dealing directly with end users. See if you can get any more information from NowTV about what's going on.

    In the meantime, can you get any line stats from the modem? They might give some insight into what's going on. It dropping despite a different ISP suggests an issue between your phone socket and the street cabinet, inclusive.

    Also, AAISP are still an option - despite the cost they should still be drastically cheaper than a mobile ISP for high data volumes. If you've had the same problem on two different ISPs which run their own backhaul networks then trying yet more is unlikely to help if the problem lies with Openreach's network.

    Out of interest, try your postcode on this checker https://availability.samknows.com/br...xchange_search - I assume Vodafone and Sky (for NowTV) are available as LLU providers?

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    Formerly known as Andehh Andeh13's Avatar
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    Re: Nasty Broadband Predicament - Unreliability with Openreach??

    How would I get line stats from the modem? From the status page it gives me speeds, up time etc - is that what you are referring to?

    LLU Operators are Sky, Talktalk (CPW) and Vodafone

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    Re: Nasty Broadband Predicament - Unreliability with Openreach??

    I'm not too sure about where they would be on that modem. Useful things to look for would be sync speed, max attainable rate, noise margin (given in dB, usually separate for up and downstream), line attenuation (also given in dB) and whether the line is fast path or interleaved. They're not always called by the same name either!

    Also, some routers give a more detailed technical log - they tend to be full of details so knowing a time the line dropped would be useful, see if it gives any sort of reason for the line drop/modem reconnect. Some modems are pretty useless at giving reasons here though e.g. BT's Smart Hub will tell you it rebooted but generally no proper reason why.

    Also yeah, having them available as LLU operators is useful to know - I'm not certain which if any of them take orders on non-LLU exchanges anyway but in your case it means a BT Wholesale backhaul issue can be ruled out, however unlikely.

    Despite the Openreach visits I'd still be suspecting the copper pair, or possibly an entire bundle of pairs if it's affecting neighbours too. I don't suppose you've noticed if it's worse during/after wet weather? An active part of equipment like a line card in the cabinet is another possibility but one I would think is more likely to be detected and logged by Openreach.

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    Re: Nasty Broadband Predicament - Unreliability with Openreach??

    Have you made any positive progress on this?

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    Re: Nasty Broadband Predicament - Unreliability with Openreach??

    Hi guys, me again!

    Moved to nowTV after Vodafone effectively paid me off to leave them, and the first week of time with nowTV was very positive, Went 5 days with ZERO drops, and a solid 37mb/s download speed and 8mb/s upload speed. I really thought things were sorted, including resetting up my internal hardwire network.

    Sadly - it was short lived. Last few days we have gone back to the 'several' drops a day, each time for 5-10mins before it restarts.

    nowTV have ran tests and think it is an internal network fault with the house - bemused i told them I have had three BT engineers to my property in 4 months, including new wires taken to cabinet (within same cable) and a new wall socket.

    However, I need to go through the process with them, and see if they have more teeth then Vodafone at taking things seriously.

    Had it not been for our high data usage (350gb/month++) I would look to smaller 'fault sorting' specialists like advised above, but with my neighbours still having issues it does seem to be a bigger problem!

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    Re: Nasty Broadband Predicament - Unreliability with Openreach??

    I'm honestly not trying to overly push you towards other ISPs but if the major ISPs are failing to get it sorted, it might be a valid choice, even if it's not permanent. You get 1000GB/month with them and IIRC some of the unused quota carries over.

    The problem with big ISPs is the game of Chinese whispers you end up playing trying to get any non-trivial faults sorted. The important bits of technical information don't make it through first-line 'technical' support to the people who would actually understand it, and you get generic nonsense fed back to you. Language barriers and poor quality audio can be real problems too.

    Have a read up on BT's 'Special Fault Investigation' service - something I assume has not been carried out but is probably required in your case.

    Having said all that, AFAIK Sky (I assume NowTV use the same call centres as Sky) have a decent reputation for customer service so hopefully you have more joy with them!

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    Re: Nasty Broadband Predicament - Unreliability with Openreach??

    Quote Originally Posted by Andehh View Post
    Sadly - it was short lived. Last few days we have gone back to the 'several' drops a day, each time for 5-10mins before it restarts.

    nowTV have ran tests and think it is an internal network fault with the house - bemused i told them I have had three BT engineers to my property in 4 months, including new wires taken to cabinet (within same cable) and a new wall socket.
    Reminds me of my situation a while back. I was getting frequent drops and slower than expected speed. Eventually noticed a certain coloration with my line stability and the weather. Many engineers called established that when they tested at the manhole it was significantly faster but of course the fault never happened when they were there (although Plus had all sorts of graphs to prove the fault existed which is why they kept insisting Openreach send an engineer). Openreach just kept replacing the master socket and hoping for the best, blaming the house wiring. So I took things into my own hands. Grabbed my pickaxe, spade and went prospecting. Eventually I struck gold, my armoured cable going into an electrical junction box, the twisted pair attached to a piece of ethernet by some electricians terminal blocks surrounded by some sort of potting compound. I kid you not see below:



    Anyway so I replaced that with jelly crimps and got a much more stable line but still not perfect and not what the Openreach guy was getting in the street. So I get Openreach in again pointed to the armoured cable and they agreed to replace it. Now I get 79/19.9.

    So I did get once get charged the not-our-fault called fee of £80 and didn't dispute it because horror show I dug up clearly wasn't an Openreach job but after removing that it was just the armoured cable left they did replace that for no charge.

    However if you are not the sort of person who owns a pickaxe then maybe try this first? They offer to fix all problems that are fixable provided you sign up long term. https://www.aaisp.net.uk/broadband-trial.html

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