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What might cause no dial tone, but slow FTTC broadband?

Last week, I noticed my FTTC 40/10 broadband was running really slowly, seeing less than 1Mbps upload speeds instead of around 9.5Mbps and downloads of 20Mbps instead of around 37.

So I started troubleshooting, starting with the device, the wifi connection and then the router, when I noticed there was no dial tone on the landline.

After plugging directly into the test socket, there's still no dial tone and still slow internet, with occasional disconnects.

So I contacted my ISP iDNET, and they have now alerted Openreach.

Within half an hour, I got an automated email, giving some information:

Type: ADD TROUBLE REPORT
Status: OPEN
Priority: ****************
Last Update: 2018-06-23 12:48:01

Title: New Note from Openreach
Description: **Line Stability:**Network Stability:**Test Outcome:Fail**MFL:CE**Term Statement:UNABLE TO DETECT CPE/NTE**Line Signature:**Distance to Fault:3.69**Cable length:4.46**Test Start Time:2018-06-23T13:37:11**Test Stop Time:2018-06-23T13:37:11.

I was wondering if anyone could shed any light on what this might mean?

Unfortunately, three hours later, a further automated email came through with another note from Openreach saying the item status had been updated to 'closed', even though I'm without a proper functioning landline + FTTC internet.

iDNET have told me that despite this email, the case is still open.

Do any of the experts on here know what might have caused this issue? It's really frustrating, because it looks like this is going to be the second Openreach issue on my line in two years.
 
Not sure about Fibre, but for ADSL, internet can work if only one cable remains connected, but the voice element needs both connected.

We had high winds last week, does your line pass close to any trees?? Branch strikes on the line cause micro fractures, and all sorts of strange behaviour.

Which reminds me, I must get on to the Morgan Car Company, last years tree prune wasnt aggressive enough, and the branches are starting to hit the junction box, if not the phone line yet.
 
Hi.

I'm on a relatively new estate, so the telephone line is underground and pops up into a grey openreach box at the front of the property. Perhaps something has gone wrong at the cabinet? Anyway Day 4 without a connection!
 
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"No Dial Tone Faults" (you should report it as this) can happen for all sorts of reasons, such as wider network faults or faults within your own home wiring / extensions. The fact that the same problem occurs when you plug into the test socket suggests that it may be an issue within Openreach's realm rather than your own.

Just to check though, have you tested the phone with both an analogue handset and a DECT one? Do you get the same silence on both? Is it the same for any extension sockets in your house?
 
I only have a (rarely used) corded phone, which is plugged into the test socket. No extensions.

I wondered if the statement
Distance to Fault:3.69**Cable length:4.46**"
in the Openreach note meant they have found the fault along the line between the exchange and me?
 
I'd say "Test Outcome:Fail" suggests they've at least found some sort of fault but you don't get a lot of useful context from those short reports.
 
They have a machine that bounces a signal down the cable, and looks for reflections from breaks in the cable. by timing the reflections, they can determine where the break is.

Since this was done remotely, I would guess they have this equipment installed in the cabinet these days.

Assuming it measures the cable distance from the cabinet to your BT socket; this would put the fault very close to your house. Is there a termination box where it pops out of the ground and enters the property??
 
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Test is still done from the exchange.. I believe it is the TAM (Test Access Matrix):
http://www.btglossary.co.uk/index.php/TAM

Every line jumps through the TAM between the main distribution frame and exiting the exchange. (As far as I understand, anyone is free to correct me :D).

When they tested my ADSL line a few years ago, the equipment was plugged in at my house to run the test, a bulky equipment box lugged out of the OR van.
 
That is likely the hawk. Hand held wizzy device that tests lines, graphs fault distsnce, DSL sync etc.
There is also another older device too that does the time domain reflection stuff. Forgotten the name of that one though.

It is in addition to the test triggered from the exchange.
 
I'm pleased to confirm that an engineer has now fixed the line.

The Openreach note emailed to me says "The fault was fixed by clearing in the PCP." Someone will know what that means!
 
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It means most likely that there was a jumpering issue in the green cabinet you line connects to causing a 'dis one leg in network' fault. This means one of the 2 copper cables that make up you line pair had become disconnected, hence no dial tone. Broadband can still work on just one leg, but generally a lot slower. Probably caused by another engineer doing working the the cabinet previously!
 
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