Unless they declare an incident everything will just be individual customer support cases. It's definitely worth raising though, as the more people who do, the more likely it is they'll finally realise they've got a multi user problem. It's certainly worth mentioning that you're aware of other people in the surrounding area experiencing the same problem though.

Have you collectively considered taking this issue to Mark Jackson over at ISPreview so he can do an article about it? no company likes bad press.

I’m not sure if he’d be interested but I’d certainly be willing to have a chat with him or indeed anyone about this, I've explained it countless times to their support as well as my neighbours!

Just had a call this morning to say their SL3 team have been able to confirm there's a problem, and that it's due to a shortage of capacity. They're arranging for a field team to go and check what extra fibres they've got available in order to add more capacity. If they have spares (which hopefully they do!) it sounded like they may be able to fix this today or possibly tomorrow, so fingers crossed we're nearing the end.

Would be interesting to see whether you get the same update on other cases, since we're assuming they're linked.

In reply to a post by ah123:

Just had a call this morning to say their SL3 team have been able to confirm there's a problem, and that it's due to a shortage of capacity. They're arranging for a field team to go and check what extra fibres they've got available in order to add more capacity. If they have spares (which hopefully they do!) it sounded like they may be able to fix this today or possibly tomorrow, so fingers crossed we're nearing the end.

Would be interesting to see whether you get the same update on other cases, since we're assuming they're linked.

At least that sounds plausible and thanks for posting the update. This is good news.

Thinking about it from an infrastructure and logistics perspective, it would be good to understand where the capacity issue is and if they're only focussed on you circuit (likely given it's your complaint). If they're just using addition cables between two points, it may not fix the issue for all of us.
However, if that is the case, at least we have all your comms with them to use for our issues.

Oh and no response from GC yet re my ticket raised yesterday.

Paul

Edited by KryptonKid (Thu 05-Oct-23 10:05:29)

It's certainly possible that they've got a capacity pinch in more than one place, and that fixing it for me might not fix it for neighbouring cabinets. I very much doubt we'll get the level of detail required from them to know the answer.

I'd recommend calling them about your support case. I haven't had any replies to any of my e-mails to the normal support address, I've had to phone for updates every time. That did change when I got the exec team involved, though.

I'm told the problem should be resolved now and we should see a significant improvement this evening. Fingers crossed.

Thanks for the update - my graph shows a complete drop for a moment before coming back: https://www.thinkbroadband.com/broadband/monitoring/...

Hopefully that means something has happened

Yeah I saw that too, as did others. I'm assuming that was related to remedial work.

I got a circa 20% packet drop at just before 11am. Could have been a full line drop though and it was so brief, the graph doesn't show it.

Thanks @ah123 for the update.

Paul