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Standard User ralsim
(newbie) Fri 17-Jul-15 18:07:45
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my experience with EE and then refusing to fix the line


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Hi everyone

I'm currently having issues with EE they refuse to get my line looked at.

I have lived in this property for 5 years and our line speed used to sync at between 3.5mbs and 5mbs over the recent 8 months we have been stuck between 1.2mbs and 1.7mbs

EE refuse to get the line checked as BT suggest between 1mb and 4mb being the supported line speed in this area.

Could anyone suggest a way to get open reach to get it back to what it was. I have checked local interference from devices in the house I have isolated the router to be the only thing powered on after they reset the line it just suffers from constant disconects till it gets to 1.2mb.

It is on the master socket I've tried multiple routers 4 in total, I've tried multiple filters open reach came round to fit a socket with built in filter the open reach engineer even said God there's a lot of noise on this line.

its been like this since bad weather during the winter.

Just so you know its llanfaglan Caernarfon don't ever go with EE I only have 4 more months left in this contract but scared other providers will say the same
The fact it was fine for 4 years doesn't mean anything to them.
Standard User ralsim
(newbie) Fri 17-Jul-15 18:13:07
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Re: my experience with EE and then refusing to fix the line


[re: ralsim] [link to this post]
 
This is EE response to asking them to fix the line

After checking on BT systems I can see you are connected to the
following exchange Caernafon and is served by Cabinet 5. The maximum
speed your line can support is up to 1mb. As per the notes on the
account the speed you are receiving is the correct speed for your line.
The more devices you have running at the same the slower the speed as
the 1mb will be dived by the number of devices connected.
Standard User RobertoS
(elder) Fri 17-Jul-15 18:32:09
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Re: my experience with EE and then refusing to fix the line


[re: ralsim] [link to this post]
 
If you plug a corded phone (£5-7 from many places) into the test socket and dial 17070 then take option two, (it's called the Quiet Line Test), the line should be just that. Quiet. Any crackles and buzzes suggest a fault.

The test socket is the one revealed when you remove the master socket faceplate. Be careful when removing it as any extensions will be wired to it. Unless the engineer fitted one of the bulky new filter plates that have the broadband socket at the top and the normal faceplate at the bottom. If you have one of those then carefully unplug that too.

If you have a noisy line, then report that to whoever you pay line rental to. Do not mention the broadband even if it's the same supplier! Once that is fixed your broadband speed should improve.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync 57676/14040kbps @ 600m. - BQM


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Standard User ralsim
(newbie) Fri 17-Jul-15 20:07:42
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Re: my experience with EE and then refusing to fix the line


[re: RobertoS] [link to this post]
 
I've tried that it sounds pretty quiet to me
Standard User Chrysalis
(legend) Fri 17-Jul-15 20:15:04
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Re: my experience with EE and then refusing to fix the line


[re: ralsim] [link to this post]
 
ask for the MSR (max stable rate).

That should be higher than 1mbit if what you say about the line history is true.

Sky Fibre Pro BQM - IPv4
Standard User RobertoS
(elder) Fri 17-Jul-15 20:26:37
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Re: my experience with EE and then refusing to fix the line


[re: Chrysalis] [link to this post]
 
And the FTR. I know we can calculate if from the MSR, but the jury is still out on whether 70% or 80% applies to any particular line. It's the FTR that matters.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync 57676/14040kbps @ 600m. - BQM
Standard User ian007jen
(committed) Fri 17-Jul-15 20:46:06
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Re: my experience with EE and then refusing to fix the line


[re: ralsim] [link to this post]
 
We need the router stats please, to see your synch speed, attenuation and snrm figures.
Standard User ralsim
(newbie) Fri 17-Jul-15 21:13:36
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Re: my experience with EE and then refusing to fix the line


[re: ian007jen] [link to this post]
 
Status -- UP
Link Type -- Interleaved Path
Operation Mode Automatic G.992.3 (ADSL2)
DATA RATE INFORMATION
Upstream 785 (Kbps)
Downstream 1455 (Kbps)
DEFECT/FAILURE INDICATION
Operation Data Upstream Downstream
Noise Margin 6.3 (dB) 6.0 (dB)
Line Attenuation 36.6 (dB) 61.5 (dB)

Indicator Name Near End Indicator Far End Indicator
Output Power 12.7 (dBm) 0.0 (dBm)
Fast Path FEC Correction -- --
Interleaved Path FEC Correction 66907183 20749
Fast Path CRC Error -- --
Interleaved Path CRC Error 0 1269998
Loss Of Signal Defect 0 0
Fast Path HEC Error STR -- --
Interleaved Path HEC Error 5261 1319241
Error Seconds 106987 4243
STATISTICS
Received Data 34359738 (Kbits)
Transmitted Data 14757915 (Kbits)
Standard User ralsim
(newbie) Fri 17-Jul-15 21:24:12
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Re: my experience with EE and then refusing to fix the line


[re: ralsim] [link to this post]
 
I think i'm about 1 mile maybe 1.5 miles from the cabinet I'm talking walking along the lines
Standard User ralsim
(newbie) Fri 17-Jul-15 21:31:11
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Re: my experience with EE and then refusing to fix the line


[re: RobertoS] [link to this post]
 
I know your asking me to ask them for the msr but getting through to second line support is so difficult I have to run through a script with the first line guys then wait for a phone call in the next 3 days off second line.

And it is just so difficult I wouldn't recommend EE to anyone life was fine before having an issue 8 months ago now it's been 8 months of hell even to the point where I've considered building a 3g antenna and getting a dedicated mobile contract
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