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.

[jaketheplumber]

I've been checking the hub status from time to time and found I had another short disconnect this afternoon at 3.03pm. Only lasted a couple of minutes so I guess that could be a maintenance issue, there have been no Openreach vehicles around today so maybe there is still an issue with one of the cabinets, I noticed there are three  near the entrance here all very close together. Will have to keep an eye on things for a while yet.

[JimM11]

@jaketheplumber One will be the original, one will be the fttc Tie In between, and attaching cables from the original to those who wanted/needed that connection service, they normally put a number on them, and you BTW check say's fed from cabinet x. That's the one your connected too. DSL disconnect's can be OR Maintenance more than likely, but do keep the eye on the sync speed, that's your one to watch....

[Mustrum]

@jaketheplumber  the odd drop is nothing to worry about, it can happen when an engineer is working in the cabinet or exchange, or in the middle of the night with planned maintenance or DLM adjusting your line to get the best speeds.

For me the router stats I look at are the sync speed and max speed, as long as they remain close to what you expect then nothing to worry about. 

But good that it is still working with no signs to worry about.

[XRaySpeX]

Don't worry about the odd discon. Even it were once per day it'll be hardly noticeable. It's when it becomes many times a day, particularly with 2 hours of each other, that it might become unbearable & even then there might be work being carried in the vicinity that would account for it.

These things occasionally happen, particularly overnight or weekends. It could be that an OR eng has accidentally disturbed your line while working at exchange or cab. It's usually back by mid-morning at the latest w/out EE even being aware of it.

[jaketheplumber]

And so the saga continues. Had 2 disconnects yesterday and 3 in the past 24 hours at 3pm 9pm and 2am. D/L is now 33.79   U/L 10.85 both much lower than after the engineer's visit and nowhere near the guaranteed speeds. Will keep monitoring but if it gets much worse I'll have to get phoning again, damn I really thought this was over with.

[Mustrum]

@jaketheplumber   if those are the speeds showing on the Hub status screen, why wait to phone?

The sooner you get back to them the sooner it will get looked at.

[jaketheplumber]

Good afternoon  all

I've been indisposed for a couple of weeks, needed hospital treatment after an accident. Checked my connection stats for the first time this morning and all seems well on the whole. Checked back over the last 14 days and the service has been running for several days at a time without dropping out other than the occasional blip in the early hours.  Download speeds aren't quite up to the guaranteed level but very close so not causing any issues so I'm willing to let sleeping dogs lie, really don't want any more engineer visits for the time being. Take care folks.

Regards Jake

[Mustrum]

Hey @jaketheplumber   sorry to hear about your accident, hope you are well on the way back to normality. I was wondering how your broadband was getting on, so thanks for the update.