Service Issues

[LL21]

Been having serious problems with our broadband for the past couple of days. Yesterday it was out all morning and patchy since then. All the checker says is:

Service problem in XXXXX

We are aware of a problem with this site.

How can i get any further information (beyond a text) as we are wfh and wifi is vital.

[XRaySpeX]

Is this for fixed Home BB? The Mobile Network Status Checker is only for mobile & does not report on the status of any BB.

[LL21]

It is for fixed BB yes, i didnt realise it wasnt the same!

[XRaySpeX]

@LL21 : Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[LL21]

BT: 

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback
Threshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in Jumper
High Low High Low
VDSL Range A (Clean) help 80 75.3 20 19 70.2 Available Available --
VDSL Range B (Impacted) help 80 74 20 19 67.8 Available Available --
G.fast Range A (Clean) help 330 265 50 32.2 239.5 Available Available --
G.fast Range B (Impacted) help 305.5 236.8 43.4 22.2 217.3 Available Available --
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process
FTTP on Demand 330 30 -- Available --
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in Jumper
WBC ADSL 2+ Up to 7.5 -- 6 to 9 Available Available --
WBC ADSL2+ Annex M Up to 7.5 Up to 1 6 to 9 Available Available --
ADSL Max Up to 6.5 -- 5.5 to 7.5 Available Available --
WBC Fixed Rate 2 -- -- Available Available --
Fixed Rate 2 -- -- Available -- --
Observed Speeds G.FAST
Max Observed Downstream Speed 194.07
Max Observed Upstream Speed 50
Observed Date 2021-07-01
Other Offerings Availability Date
VDSL Multicast Available
ADSL Multicast Available
G.fast Multicast Available
Premise Environment Status
Bridge Tap N
VRI N
NTE FacePlate N
Last Test Date 23-06-2021
Exchange Product Restrictions Status
FTTP Priority Exchange N
WLR Withdrawal N
SOADSL Restriction Y

[LL21]

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback
Threshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in Jumper
High Low High Low
VDSL Range A (Clean) help 80 75.3 20 19 70.2 Available Available --
VDSL Range B (Impacted) help 80 74 20 19 67.8 Available Available --
G.fast Range A (Clean) help 330 265 50 32.2 239.5 Available Available --
G.fast Range B (Impacted) help 305.5 236.8 43.4 22.2 217.3 Available Available --
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process
FTTP on Demand 330 30 -- Available --
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in Jumper
WBC ADSL 2+ Up to 7.5 -- 6 to 9 Available Available --
WBC ADSL2+ Annex M Up to 7.5 Up to 1 6 to 9 Available Available --
ADSL Max Up to 6.5 -- 5.5 to 7.5 Available Available --
WBC Fixed Rate 2 -- -- Available Available --
Fixed Rate 2 -- -- Available -- --
Observed Speeds G.FAST
Max Observed Downstream Speed 194.07
Max Observed Upstream Speed 50
Observed Date 2021-07-01
Other Offerings Availability Date
VDSL Multicast Available
ADSL Multicast Available
G.fast Multicast Available
Premise Environment Status
Bridge Tap N
VRI N
NTE FacePlate N
Last Test Date 23-06-2021
Exchange Product Restrictions Status
FTTP Priority Exchange N
WLR Withdrawal N
SOADSL Restriction Y

[LL21]

Ive posted the BT stuff twice now and its disappeared off the thread so presuming thats not allowed.

[XRaySpeX]

It is allowed. Many users have done it. It was probably awaiting approval which it needs. Post it again & leave it alone.

[LL21]

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean) 

VDSL Range B (Impacted) 

G.fast Range A (Clean) 

G.fast Range B (Impacted) 

80	75.3	20	19	70.2	Available	Available	--
80	74	20	19	67.8	Available	Available	--
330	265	50	32.2	239.5	Available	Available	--
305.5	236.8	43.4	22.2	217.3	Available	Available	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

30

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 7.5	--	6 to 9	Available	Available	--
Up to 7.5	Up to 1	6 to 9	Available	Available	--
Up to 6.5	--	5.5 to 7.5	Available	Available	--
2	--	--	Available	Available	--
2	--	--	Available	--	--

Observed Speeds G.FASTMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

194.07

50

2021-07-01

Other Offerings Availability DateVDSL MulticastADSL MulticastG.fast Multicast

Available

Available

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

N

N

N

23-06-2021

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

Y

[XRaySpeX]

You haven't answered my 1st 3 Qs of my post.

You seem to be getting what's expected.

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?