We've been experiencing disconnection problems with our EE broadband on and off for a couple of years now, and have had three of four visits by openreach engineers, most recently today, but previously in January. On that occasion he found a fault in the line somewhere and things improved, but I'm convinced more than ever that the problem is related to heavy rainfall (we've had some very heavy showers in the last week or so). ie. if we get a very heavy shower you pretty much know we'll get disconnected. On a couple of occasions our phone handsets have actually said "check phone line"!
Anyway, the engineer came round this morning and checked the line and typically he couldn't find any errors, however he did request EE change the noise margin from 3db to 6db. He didn't have an answer for the actual phone line going down - I guess if the test kit says the line's ok then it's ok as far as he's concerned!
But he did say that the connection would drop once after he left, which it duly did, then another time, and another time.
When we had the EE callback after the visit the agent explained (yet again) that we are in the stabilisation period and that we would experience occasion dropouts as the DLM does its stuff.
Any at 1611 this afternoon during a particularly heavy shower we were disconnected for 18 minutes, and during this time I phoned EE to ask whether this was normal. Of course they said "yes it is", but I really struggle to understand how an 18 minute disconnect is normal. One minute yes, two minutes maybe, but 18 mins? Can anyone who knows about this confirm this?
In the end I got so angry with the agent who repeatedly talked over me and raised her voice at me that I asked to speak to her supervisor He actually listened to me but basically said the same thing - it's normal to have disconnects of any duration during the stabilisation phase.
I have to say this "stabilisation phase" is a great excuse for them - any problems over the next 10 days can just be answered by "it's in the stabilisation phase, please be patient"...
Thoughts on a postcard please
Edit - I should add that since the long disconnect this afternoon it's been fine. But it's also been dry.
Line Status --- SHOWTIME
Link Type --- Fast Path
Operation Mode Automatic G992.5(ADSL2+)
Data Rate Information
Stream Type Actual Data Rate
Upstream 1275 (Kbps.)
Downstream 18935 (Kbps.)
Operation Data Upstream Downstream
Noise Margin 5.6 dB 5.9 dB
Line Attenuation 10.8 dB 18.5 dB
Edited by timpent (Mon 28-Apr-14 19:03:12)