New cabinet changeover has crippled my service

We have been waiting for some time to be connected to our own new cabinet in my small village. At the moment we have a sub cabinet connected to the main cabinet about 1.5k away. Consequently the best vdsl speeds anyone gets are below 20 Mbps.

I am on ADSL and usually sync at 6500, well until yesterday when I lost sync a couple of times and the router took a long time with many retries to resync. So I then thought I had better take a stroll to see if anything was going on at the cabinet - which there was - two vans and two guys under umbrellas were in the process of moving the copper over to the new "all in one" cabinet. They said my connection should not be affected apart from being a little slower because there would be a loop providing a connection to both cabs until the whole job was over.

They said they did not know which cable was mine and that an engineer had to come out to sort it (??!!)

So I am stuck with a sync down/ up of 1184/72 and noise levels of 11/6. Attenuation has gone from 50 to 73db. But at least it still works.

As I have no dialling tone as well I reckon that they have only reconnected one of my signal wires. Am I correct or not ?

My fear is that the fix may be prolonged as the ISP says they cannot log an ADSL fault until the phone line fault is cleared so I may not get a broadband trained engineer.

Probably right. High degree of certainty that getting the phone working eill cure the broadband as well

Almost certainly ... just get the voice fault reported ASAP. Tell then it occurred when BT staff were moving lines and you expect a rapid turn around because of their failings.

If it is a single leg disconnected, as soon as that happens your attenuation should drop and sync increase - maybe not back to where it was before but close to it. Over time, it will/should climb back.

This defiantly sounds like a disconnected / broken wire fault, their line will also have to be reset (i.e. SNR Reset) due to that unterminated wire will be picking up noise and sending back to the exchange etc, so its needs to be reset.

Paul

The connection came back up today at 12.50. I was about to say that this exceeded my expectations but then I realised that they - OR - caused the problem and it was down for 25 hours in total.
Thanks for the replies. All is now back to normal including sync speed.

Was your SNR affected by this?

Paul

SNR is now back to its usual 3.x db . So no long term slowdown or retraining fortunately.

In reply to a post by jaba:

SNR is now back to its usual 3.x db . So no long term slowdown or retraining fortunately.

That's good, they probably did a reset their end maybe.

Paul

Openreach wouldn't have

In reply to a post by lee111s:

Openreach wouldn't have

Yeah, they do, they phone up and speak to the same sort of people we do and request for a SNR reset, they have done a few time when they have been round here and I have also done it many times.

Or are you referring to they wouldn't of done it in this case.

Paul

Edited by PaulKirby (Thu 27-Jul-17 19:52:50)

In this case. Usually an engineer wouldn't call wholesale without an open fautl. Seems that this was rectified by the finishing of the job

In reply to a post by lee111s:

In this case. Usually an engineer wouldn't call wholesale without an open fautl. Seems that this was rectified by the finishing of the job

Well no it wasn't, the poster said it was down for 25 hours, so unless the engineers work for 25 hours it wasn't done when they finished off the job.

Basically they finished it off and there was still a fault i.e. one wire was loose / not connected and when reported an engineer was sent out to resolve the fault which they did.

So there was also a chance that this one wire not connected issue might of cause the SNR to increase due to it becoming an antenna for noise due to it not being terminated one end, so the engineer would of requested for the SNR to be reset.

That's all I was saying.

Now if this was all done in a few hours, then yeah I might agree with you, but this was over a 25 hour period.

Paul

Cabinet swap overs tend not to be done in a single working day, so it's possible the issue was idenfitied and fixed before the engineer was sent out following the fault that was raised for no dial tone.

The OP never mentioned they raised a broadband fault and that an engineer was sent out on the back of that.

An engineer on a PSTN fault wouldn't be able to reset DLM as they wouldn't have the BBEU number of the circuit.

Edited by deleted (Thu 27-Jul-17 22:49:08)

In reply to a post by lee111s:

Cabinet swap overs tend not to be done in a single working day, so it's possible the issue was idenfitied and fixed before the engineer was sent out following the fault that was raised for no dial tone.

Or possibly reported as a fault and was given to the engineer(s) doing the whole work due to they will be working there.

But yeah, that's possible.

In reply to a post by lee111s:

The OP never mentioned they raised a broadband fault and that an engineer was sent out on the back of that.

Well I was assuming they did, there is no way I would of let it last that long without reporting it, I normally wait for 30 mins to an hour before reporting it.

In reply to a post by lee111s:

An engineer on a PSTN fault wouldn't be able to reset DLM as they wouldn't have the BBEU number of the circuit.

I am aware of that, but they would have the phone number.

That's all the engineer needed for my line when we had a broken wire fault which was down as a phone line fault.
While here they also tested the broadband as well and noticed our SNR was very high, which they made a phone call and asked for a reset.

And a few mins later the connection dropped, resynced back up back to norm.

And this was for a reported phone line fault.

But this was many years ago and maybe thing have changed now days.

Paul

Edited- Misread and assumed we were talking about an FTTC circuit.

However Paul in answer to your point if an engineer only has a phone number and not the Service ID they can�t reset the SNR from the automated FastTest app.. They�d have to call BT Wholesale (as you said), give them the phone number and then they can look up the Service ID and ultimately BBEU number and reset the SNR.

Edited by deleted (Fri 28-Jul-17 18:54:15)

Yep, aware of all that thanks

The slight hint was that the OP mentioned they were on ADSL in the opening post.

Edited by deleted (Fri 28-Jul-17 18:53:59)

In reply to a post by lee111s:

Yep, aware of all that thanks

The slight hint was that the OP mentioned they were on ADSL in the opening post.

I know I know

I realised and edited my post as you were replying!

Edited by deleted (Fri 28-Jul-17 18:55:28)

They�d have to call BT Wholesale (as you said), give them the phone number and then they can look up the Service ID and ultimately BBEU number and reset the SNR.

Or have access to WOOSH and do it themselves .....

In reply to a post by Zarjaz:

Or have access to WOOSH and do it themselves .....

That so brings back the memories of the old CB days LOL

Paul