Guaranteed download speed not high enough to stop service dropping out.

[jaketheplumber]

Switched from BT to EE on 05/08, checked that my download speed what at the level guaranteed (44.91Mbps) and all seemed ok for a day or two. Service started dropping out after a few days, went through the test procedure on the EE site and was informed of a fault, engineer was booked to investigate. Started monitoring my download speed and it was only half of the guaranteed speed, sometimes as low as 18.8. Engineer arrived on 13/08 and said the only way the problem could be solved was by asking EE to raise the cap on the download speed. He did this via a phone call after he left and after I reset the hub all was ok again, download speed was back to 50 or more.Within 2 days it all went pear shaped again.I kept a check on how often the service dropped out and it happened at least 4 times a day from 15/09 - 25/09. During this time the speed was generally around what it should be but the service was still dropping, yesterday and today it has dropped out several times and the speed is back down to 27Mbps. Tried phoning yesterday and ended up on hold for what seemed like an eternity while constantly being told by EE how important my call was to them. Really don't know what to do next.

[JimM11]

@jaketheplumber The face plate change is the master socket, was it changed when you had the fault only, that is what trying to find out, and also if you have any phone extensions about the home, this is for the internal wiring. Picture will take time before i can view, but will be looking at as soon as. My home is 60 yrs old and never had new cabling, not worried about that.

[JimM11]

@jaketheplumber Little crossover in response, you answered the asked question, so from your mobile just send the text to that number and sit back EE will do everything else for you.

[jaketheplumber]

Thank you I will do that now.

They answered and said they are running tests, fault found and they are booking an engineer slot.

[JimM11]

@jaketheplumber Regarding all, OR are required to come look, suspect 1, is the green box they did touch as you removed the landline from your home package, that is where they do the needful for that.

2. You could have a faulty faceplate, does sometimes happen, very easy for OR to check, Engineer when he tests and if you are there, have him check the signal, and this is very important, from the cable that goes from your faceplate to the back of the router, it is called an RJ11 connection, he needs to check it by taking out at the BACK of the router and plugging into the test unit that they have. 

And to let you know, similar but not as way bad as you have it, mine was very mild but chased the fault for over 3 months, and about 6 OR engineers, EE engineers etc, but i was the dog with the bone would not let it go, fixed now cabling issue up nearly 3 months now, and ZERO issues i would never have given up and told the final OR engineer he looked back they have the whole report on the visit's, said to himself better sort this now, took about 3 hours but he found the fault.

Only the OR engineer will be able to reset the DSL (Green Box) for you, then about 24hrs later you will go up to your max speed again, and it start's to monitor and adjust as it feels fit, to try and give you the best line possible, hope this all makes sense.

[jaketheplumber]

Just been told engineer coming Wed morning and the green cabinet is the first port of call. Will report back when I know more.

[JimM11]

@jaketheplumber Good, the text is pretty good feature, hope you found that so, couple of points for you, on/off or cable out of the master socket is a bad thing only on your type of connection fttc to the cabinet, causes the DSLAM electronics to mess with the speed, also bad line does the same.

When the engineer does the reset you will see speed go back up may take 24hrs before speed test reflect just so you know, first page, top left called status, sync up/down is the interest for you, it does cause the 10 day monitoring and settling in period, just the way it is, good line you will not see much going on, and now you know, in events you do not want to see this DSL anywhere unless OR does it which sometimes happens, or you switch off then back on, clears everything out log wise so you can have a fresh start to see what's going on. Hope it all goes smooth on Wed. This if EE are true to there word, they will also start monitoring for you, send you the occasional text or two, may say your all good now, please reset your router, do follow those if you get them helps all concerned.👍 👌

[JimM11]

@jaketheplumber For future reference, when you post up pics, always scratch out address, names mac address etc. not sure if you can get on the pic now but those values with sets of 8 :  :   : etc better to get them off or blanked. 

[Mustrum]

@jaketheplumber  do let us know how things go on Wednesday.

I also see that you  seem to have marked one of the comments as having solved your problem, but looks like this may have been a mistake. If this is the case do let us know it can be corrected.

[JimM11]

@Mustrum Pretty sure it was a mistake, safe to reverse it.

[XRaySpeX]

Are you able to do the test I suggested of the router connected to the test socket of the master socket, using a DSL dangly micro-filter, & post the resultant router stats?