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Possible BT Fault (but can't get them to admit it?)

jon1

ULTIMATE Member
About 2 weeks ago, I lost internet suddenly one morning and when ringing up was told a fault in my area, 2 days later everything was fixed but I've noticed an issue with all devices on my network, it's very noticeable when gaming or making VoIP/zoom calls, connecting to devices via RDP, etc.

I pay for about 70down, 20up (never, ever gotten over 62 down and 15 up), and when this intermitent issue is occurring, a speedtest will look like this
A81LtJs.png

This was a speedtest with my laptop directly connected via ethernet, and the wifi turned off so no other devices can be connected (confirmed by the router admin panel) and I had task manager open to see that Chrome was the only program doing anything.
I know this issue isn't centred around just one device, when watching TV live (via Sky Stream) the quality will drop or start buffering, online games become unresponsive or have up to 5 second delay on both an xbox and computer (one over wifi, one over ethernet) and VoIP calls will just drop out, although within 30seconds to 5 minutes, everything returns to normal, per hour this sometimes happens never, or up to 10 times making using my connection nearly impossible, even the speed drops would probably go unnoticed, but the latency causes issues for everyone

I spoke to BT and they ran a speedtest while on the phone with me, which was fine, then told me that it's probably an issue with a device on my network using bandwidth (even though I told them i've confirmed this isn't the case) and to ring up if it happens again, which I have, the second time they told me to restart my router (which fixed the issue, but it could've just "gone away" during the time we were restarting it) and then told me it's fixed and to ring up again if it happens.

Is there anything I can say to them to skip the obvious testing steps, don't they have to gurantee that the connection will work properly most of the time?, the agents seem to think if it goes away while their on the phone with me then it's solved and their job is done
 
Can you get line quality stats from the router used? Screenshot stats of the line when it is running fine and screenshots when the intermittant issue is happening. As part of the stats I think the router could say what speed it is synched up at and the actual data speed (does on my PN Hub 2 on FTTC) Then go back to them with this. My suspicion is that when the line goes bad their is noise / interference on the copper part of your circuit.
Unfortunately, it sounds like your are only speaking to 1st / 2ns line support that rely on troubleshooting scripts and not someone who has a working knowledge of the setup. So as part of the next step ask to escalate the issue. Within your ISP or book out to Openreach to check their circuit through. If the line quality decreases during slow down - I would say you have a case for OR to check the circuit.
Of course check through your own part - Cabling from the router to the Master Socket. That has caught me out before. Mines the type with detachable front and it wasn't quite seated properly. It was enough to cause my work VPN to keep dropping. Keep us updated.
 
If you run the speed test when you log into the BT web site what does it come back with? If I remember correctly it should give you the speeds your router gets directly and then the speed to the device you are testing on.
 
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Rung up again, they finally arranged an engineer to come out this saturday.
Also downgraded to Halo 3 (from 3+) and they said when reading TOS that this was a new contract starting tommorow and I had 14 days to cancel, can I just ring up now and fully cancel with BT?
 
It depends how they did it but normally I think if you switch to a new contract/package mid contract and then ask to cancel inside the 14 days you would revert back to what you where on before and pay what ever the held to term charge was for it.

They let you downgrade though and normally you can't do that mid package so it might be work asking them.
 
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