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RyanD
Advocate

Re: Regular Disconnections & Fluctuating Speeds... 6+ phone calls, still not resolved

Hi,

The disconnections aren't AS bad as before but it's still 5~ disconnects on average per day.

So they again didn't call me even though they said I would receive a phone call within 48 hours, they instead opened a ticket and asked for the 6th time for a photo of the socket & connections on the back of the hub.

I replied telling them that I've provided them these pictures 5+ times already and that it's a joke they're asking for them yet again.

I provided them with some of the things that have been tried:

- Both routers after the replacement wiring/master socket
- Both the master socket & customer socket
- Both routers with different microfilters & also without a microfilter (because the 
- Both routers with different phone cables
- Both routers with different ethernet cables (Cat5E unshielded & shielded cables and even a 1m Cat5E cable with shielding, braiding & individual shielded twisted pairs.)
- With only 1 device connected to the router (We've tried 2 different computers and also a laptop). We even turned off all the Alexas & WiFi Lights (Ridiculous that NowTV even tried to suggest that it could be these using up the bandwidth, it's laughable that it was even suggested)

I provided them with a log of what I've noticed over the last few days, all of which matches what the routers logs display & what ThinkBroadbands graphs also display.

Thursday:
06:00: Internet speed dropped down to 10Mbps
06:15: Internet disconnected
07:00: Internet disconnected again
07:30: Internet speed increased to 38Mbps (Highest I've seen it)
15:00: Internet disconnected
15:45: Internet disconnected
17:30: Internet disconnected
20:30: Internet disconnected
21:00 to 01:00: Internet speed dropped down to 25Mbps

Friday:
06:00: Internet disconnected
08:00: Internet disconnected
12:00: Internet speeds dropped down to 25Mbps
17:00: Internet disconnected
18:00: Internet disconnected

Saturday:
06:30: Internet disconnected
08:10: Internet disconnected
16:00: Internet speeds dropped down to 30Mbps for 30-45 mins
17:00: Internet disconnected
20:20: Internet disconnected
21:00 to 22:00: Internet speed dropped down to 25Mbps

I even provided them with the following logs of 1 full day where you can see it disconnects a few times.

 

Nov 27 00:18:19 syslog: Send out NTP request to ntp1.isp.sky.com
Nov 27 00:18:19 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Nov 27 00:18:19 syslog: System time is up to date
Nov 27 00:22:37 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 00:22:37 syslog: VCOP agent started.
Nov 27 00:53:11 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 00:53:11 syslog: VCOP agent started.
Nov 27 01:17:29 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 01:17:29 syslog: VCOP agent started.
Nov 27 01:50:09 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 01:50:09 syslog: VCOP agent started.
Nov 27 02:16:15 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 02:16:15 syslog: VCOP agent started.
Nov 27 02:30:17 syslog: Send out NTP request to ntp1.isp.sky.com
Nov 27 02:30:17 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Nov 27 02:30:17 syslog: System time is up to date
Nov 27 02:47:06 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 02:47:07 syslog: VCOP agent started.
Nov 27 03:18:34 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 03:18:34 syslog: VCOP agent started.
Nov 27 03:52:08 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 03:52:08 syslog: VCOP agent started.
Nov 27 04:22:42 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 04:22:42 syslog: VCOP agent started.
Nov 27 04:51:12 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 04:51:12 syslog: Send out NTP request to ntp1.isp.sky.com
Nov 27 04:51:12 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Nov 27 04:51:12 syslog: System time is up to date
Nov 27 04:51:11 syslog: VCOP agent started.
Nov 27 05:21:09 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 05:21:10 syslog: VCOP agent started.
Nov 27 05:47:33 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 05:47:34 syslog: VCOP agent started.
Nov 27 06:21:08 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 06:21:08 syslog: VCOP agent started.
Nov 27 06:22:16 syslog: [139097.347000] Line 0: VDSL2 link down
Nov 27 06:22:18 syslog: [139099.005000] Line 0: xDSL G.994 training
Nov 27 06:22:18 syslog: Clear IP addresses. IP connection DOWN.
Nov 27 06:22:33 syslog: [139114.012000] Line 0: VDSL G.993 started
Nov 27 06:22:45 syslog: [139126.048000] Line 0: VDSL2 link up, Bearer 0, us=7509, ds=39999
Nov 27 06:22:45 syslog: [139126.054000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
Nov 27 06:23:23 syslog: ptm0.1 - WAN link UP.
Nov 27 06:23:23 syslog: Received valid DHCP lease from server.  Connection UP.
Nov 27 06:23:23 syslog: Connection Up. SNO/MAC/IP/SWVER: [xxxxxxxxxxxxxx/xxxxxxxxx/xxx.xxx.xxx.xxx/2.90.2473.R]
Nov 27 06:23:23 syslog: VCOP agent started.
Nov 27 06:53:39 syslog: Send out NTP request to ntp1.isp.sky.com
Nov 27 06:53:39 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Nov 27 06:53:39 syslog: System time is up to date
Nov 27 06:58:57 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 06:58:57 syslog: VCOP agent started.
Nov 27 07:24:09 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 07:24:09 syslog: VCOP agent started.
Nov 27 07:55:19 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 07:55:19 syslog: VCOP agent started.
Nov 27 08:14:31 syslog: [145832.108000] Line 0: VDSL2 link down
Nov 27 08:14:32 syslog: [145833.737000] Line 0: xDSL G.994 training
Nov 27 08:14:33 syslog: Clear IP addresses. IP connection DOWN.
Nov 27 08:14:47 syslog: [145848.754000] Line 0: VDSL G.993 started
Nov 27 08:14:59 syslog: [145860.769000] Line 0: VDSL2 link up, Bearer 0, us=7541, ds=39999
Nov 27 08:14:59 syslog: [145860.774000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
Nov 27 08:15:29 syslog: ptm0.1 - WAN link UP.
Nov 27 08:15:29 syslog: Received valid DHCP lease from server.  Connection UP.
Nov 27 08:15:29 syslog: Connection Up. SNO/MAC/IP/SWVER: [xxxxxxxxxxxxxx/xxxxxxxxx/xxx.xxx.xxx.xxx/2.90.2473.R]
Nov 27 08:15:30 syslog: VCOP agent started.
Nov 27 08:39:23 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 08:39:23 syslog: VCOP agent started.
Nov 27 09:04:17 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 09:04:17 syslog: Send out NTP request to ntp1.isp.sky.com
Nov 27 09:04:17 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Nov 27 09:04:17 syslog: System time is up to date
Nov 27 09:04:16 syslog: VCOP agent started.
Nov 27 09:39:55 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 09:39:56 syslog: VCOP agent started.
Nov 27 10:07:14 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 10:07:14 syslog: VCOP agent started.
Nov 27 10:34:32 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 10:34:32 syslog: VCOP agent started.
Nov 27 11:09:36 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 11:09:36 syslog: Send out NTP request to ntp1.isp.sky.com
Nov 27 11:09:36 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Nov 27 11:09:36 syslog: System time is up to date
Nov 27 11:09:35 syslog: VCOP agent started.
Nov 27 11:38:40 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 11:38:41 syslog: VCOP agent started.
Nov 27 12:03:34 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 12:03:35 syslog: VCOP agent started.
Nov 27 12:38:57 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 12:38:57 syslog: VCOP agent started.
Nov 27 13:06:15 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 13:06:15 syslog: VCOP agent started.
Nov 27 13:28:17 syslog: Send out NTP request to ntp1.isp.sky.com
Nov 27 13:28:17 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Nov 27 13:28:17 syslog: System time is up to date
Nov 27 13:41:53 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 13:41:53 syslog: VCOP agent started.
Nov 27 14:09:11 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 14:09:11 syslog: VCOP agent started.
Nov 27 14:36:11 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 14:36:11 syslog: VCOP agent started.
Nov 27 15:06:27 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 15:06:27 syslog: VCOP agent started.
Nov 27 15:30:27 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 15:30:27 syslog: Send out NTP request to ntp1.isp.sky.com
Nov 27 15:30:27 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Nov 27 15:30:27 syslog: System time is up to date
Nov 27 15:30:27 syslog: VCOP agent started.
Nov 27 15:58:02 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 15:58:03 syslog: VCOP agent started.
Nov 27 16:22:03 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 16:22:03 syslog: VCOP agent started.
Nov 27 16:52:19 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 16:52:19 syslog: VCOP agent started.
Nov 27 17:16:19 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 17:16:19 syslog: VCOP agent started.
Nov 27 17:22:45 syslog: [178730.924000] Line 0: VDSL2 link down
Nov 27 17:22:47 syslog: [178733.063000] Line 0: xDSL G.994 training
Nov 27 17:22:47 syslog: Clear IP addresses. IP connection DOWN.
Nov 27 17:23:02 syslog: [178748.067000] Line 0: VDSL G.993 started
Nov 27 17:23:14 syslog: [178759.614000] Line 0: VDSL2 link up, Bearer 0, us=7556, ds=32267
Nov 27 17:23:14 syslog: [178759.620000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
Nov 27 17:23:58 syslog: ptm0.1 - WAN link UP.
Nov 27 17:23:58 syslog: Received valid DHCP lease from server.  Connection UP.
Nov 27 17:23:58 syslog: Connection Up. SNO/MAC/IP/SWVER: [xxxxxxxxxxxxxx/xxxxxxxxx/xxx.xxx.xxx.xxx/2.90.2473.R]
Nov 27 17:23:58 syslog: VCOP agent started.
Nov 27 17:49:03 syslog: Send out NTP request to ntp1.isp.sky.com
Nov 27 17:49:03 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Nov 27 17:49:03 syslog: System time is up to date
Nov 27 17:59:13 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 17:59:13 syslog: VCOP agent started.
Nov 27 18:27:43 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 18:27:43 syslog: VCOP agent started.
Nov 27 18:59:47 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 18:59:47 syslog: VCOP agent started.
Nov 27 19:35:27 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 19:35:27 syslog: VCOP agent started.
Nov 27 20:05:35 syslog: Send out NTP request to ntp1.isp.sky.com
Nov 27 20:05:35 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Nov 27 20:05:35 syslog: System time is up to date
Nov 27 20:11:06 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 20:11:06 syslog: VCOP agent started.
Nov 27 20:24:35 syslog: [189643.369000] Line 0: VDSL2 link down
Nov 27 20:24:37 syslog: Clear IP addresses. IP connection DOWN.
Nov 27 20:24:37 syslog: [189645.577000] Line 0: xDSL G.994 training
Nov 27 20:24:52 syslog: [189660.587000] Line 0: VDSL G.993 started
Nov 27 20:25:04 syslog: [189672.051000] Line 0: VDSL2 link up, Bearer 0, us=7556, ds=34487
Nov 27 20:25:04 syslog: [189672.056000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
Nov 27 20:25:40 syslog: ptm0.1 - WAN link UP.
Nov 27 20:25:40 syslog: Received valid DHCP lease from server.  Connection UP.
Nov 27 20:25:40 syslog: Connection Up. SNO/MAC/IP/SWVER: [xxxxxxxxxxxxxx/xxxxxxxxx/xxx.xxx.xxx.xxx/2.90.2473.R]
Nov 27 20:25:41 syslog: VCOP agent started.
Nov 27 20:55:51 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 20:55:51 syslog: VCOP agent started.
Nov 27 21:22:51 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 21:22:51 syslog: VCOP agent started.
Nov 27 21:56:07 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 21:56:07 syslog: VCOP agent started.
Nov 27 22:27:17 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 22:27:17 syslog: Send out NTP request to ntp1.isp.sky.com
Nov 27 22:27:17 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Nov 27 22:27:17 syslog: System time is up to date
Nov 27 22:27:16 syslog: VCOP agent started.
Nov 27 22:51:15 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 22:51:16 syslog: VCOP agent started.
Nov 27 23:26:19 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 23:26:20 syslog: VCOP agent started.
Nov 27 23:57:48 syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx
Nov 27 23:57:48 syslog: VCOP agent started.

 


They still had the cheek of replying suggesting no fault on their end and trying to suggest no disconnections are happening.

 


@NowTV wrote:

Unfortunately we will still require a photo of your socket and also a photo of the connections on the back of your hub so that we can forward this proof to our Network team and in order to investigate further as there have been no drop outs / speed issues on our side since 7th November.


Here are the last 5 days, pretty much every time there is a red line that's 1/10 of the graph long or bigger this is a disconnection.






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JohnH1
Scholar 3

Re: Regular Disconnections & Fluctuating Speeds... 6+ phone calls, still not resolved

To be honest, it sound like you have done all that can be expected of an end user.

The only option now is to use the complaints procedure and take it to  CISAS (Communications and Internet Services Adjudication Scheme) if necessary.

 

NOW complaints procedure and codes of practice (nowtv.com)

 

Good Luck

RyanD
Advocate

Re: Regular Disconnections & Fluctuating Speeds... 6+ phone calls, still not resolved

Hey,

Thanks for reviewing my post.

Yeah, I have not been impressed with their dismissive attitude in phone calls and emails, constantly trying to make up excuses and the lack of followup calls + lack of actually making sure an engineer ticket actually goes through.

In my last reply to them where I provided all of the above, including the things I've not been happy with I started out asking for it to be raised to the complaints department as well.

I suspect they'll give me more "We can't raise complaints, please visit xyz to raise your complaint" -_-


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Loftwork
Advocate

Re: Regular Disconnections & Fluctuating Speeds... 6+ phone calls, still not resolved

I've had similar problems which had an interesting cause.  The old local boxes with a full set of connections often have old aluminium cables to the local 'unbundling' exchange. The aluminium tends to corrode and become fragile over time, leading to fractures hidden inside the insulation. The cabling is itself fragile enough that changing anything in the box can cause other hidden fractures. And in many or most cases, BT is the owner but has no plans to modernise.

 

The result was speed drops related to road vibration! Also downtime for as little as a few minutes followed by retraining and connection similar to those log entries. The problem is well known by OpenReach and everyone else using BT wholesale resources. 

 

We eventually moved to Virgin to avoid the BT dependency. We're trying Now for a year to see if they can avoid the same BT problem - with mixed results. One line goes through aluminium and has already required an engineer visit. The other is copper all the way to the exchange and so far trouble-free. Service was fairly prompt and effective but we're taking a 'wait and see' approach.

 

Hope it's useful information.

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Gracie123
Advocate

Re: Regular Disconnections & Fluctuating Speeds... 6+ phone calls, still not resolved

"Too many devices" thing is really annoying and I'm having the same problem as you. 
They say it's because I have too many devices but I'm like 'they're lights, a doorbell, a thermostat and a powerline so that we can get an ethernet connection to the PC upstairs because the WIFI IS SO BAD!!!"

My connection was fine until about 3 days ago and now drops 60-70x a day according to the router's log.

Did you ever get anywhere with your complaint? 

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RyanD
Advocate

Re: Regular Disconnections & Fluctuating Speeds... 6+ phone calls, still not resolved

According to the engineer who came out yesterday the cabinet was upgraded earlier this year so she didn't think the issue was that the cabinet was overloaded in any way and didn't think it would be anything line corrosion.

I had a good laugh with the engineer over the NowTV representative suggesting that it could have been the wifi lights that were causing the drops in connection. I made the joke that our lights watch netflix 24/7 so thats why they use all the bandwidth 😉

She ran some line tests and confirmed there was a lot of crosstalk, she estimated that we should get a pretty stable 35Mbit or more connection speed, even with BT Openreach's system suggesting 25Mbit based on line lengths.

She couldn't think of anything to try other than trying a new faceplate right now because they have noticed some of the newer MK4 faceplates have had a few issues. If that doesn't work then it should be raised with them again, she told me that if it continues I could text the Openreach number and she would either organise another engineer appointment with herself or another one of the team but would speak to them to go over what has been checked/tried.

4th of December:


5th of December:


You can see on the 5th it was really quite bad, early morning (1am~) it was ridiculously slow so I had to stop working and go to bed. I got up and the internet was fluctuating a lot which is visible in the graph.

We then had some disconnections at midday and also at 5:30pm which again are both visible in the graph.

6th & 7th of December:


The disconnections at 11:50 was because Openreach were here changing the faceplate/running tests... etc. She replaced the faceplate and you can see the graph is looking a LOT cleaner, we've not had a disconnection yet which is the first time we've not had a disconnection in a 24 hour period.

I suspect what's happened is we had a line issue, the previous engineer fixed that issue and unfortunately introduced a brand new issue which this other engineer might have fixed (hopefully).

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RyanD
Advocate

Re: Regular Disconnections & Fluctuating Speeds... 6+ phone calls, still not resolved

Unfortunately after about 28 hours of no downtime the disconnections have started happening again...

 

I left it a few days just in case it was just unlucky but 4 days on the issues still exist. I've replied to openreach to try and get some help from them.

 

I called up NowTV to try and re-raise the issue and today for some reason they won't deal with me even though I'm the one who's dealt with everything so far.

 

I was the one who setup the broadband account, the debit card is under my name as I'm paying the bills, contact number and contact emails are under my name the only thing that isn't is the name on the account which we setup with his name because the primary name on the house is his name.

 

When we signed up we specifically chose to setup the second person on the account to myself but Sky/NowTV are oblivious to this feature, what the ###### is the point in having that functionality of you don't allow it to be used.

 

I know from SkyTV when my mum has called up about issues with her services that they've not even questioned the name on the account because she said that she's my dads wife.

 

I had to text my brother at work (we work at opposite times) and had to ask him to call up NowTV provide them withh my debit card and every other detail on the account being mine and tell them to give me full control of the account. They said all that's needed is setting up a password on the account so we set that up. The fact that my brother didn't even need to tell me the password because I already knew the password makes it laughable. Bunch of clowns 🤡

 

I call back up straight after he texts back and said that it's setup, they finally started letting me deal with the issues again and the guy I spoke to gave the same dismissive attitude, didn't listen to the fact that I told him that the router is disconnecting and I can see it is because the middle light goes orange/red, I can see it on thinkbroadbands monitoring and the router logs show it. He still came out with some stupid "have you changed the bandwidth?* I was obviously confused because it clearly shows he's either not paying attention or knows nothing. I got him to clarify and he wanted me to change the 2.4ghz WiFi bandwidth to which I had to repeat about the disconnections and tell him again that it disconnects on wired connections at the same time because the sorry itself is disconnecting

 

NowTV still claim that on their end it shows it hasn't disconnected since the 7th of November which I ###### because it very very clearly has and how the hell has BT openreach replaced all the wiring + mastersocket inside my property and replaced the faceplate without disconnecting the internet? Magic that's how lol  They can't so NowTVs monitoring is clearly broken. 

 

The guy in the phone kept trying to push the whole "well the tests are coming back saying the line is fine, we've tried everything so I don't know what to say" bs. Eventually he agreed to setting up an engineer yet again but obviously this is for next Tuesday. I've been having these issues since 15th of October. 

 

Really quite ###### off.

 

 

 

 

 

 

 

 

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BenD
Mentor

Re: Regular Disconnections & Fluctuating Speeds... 6+ phone calls, still not resolved

Did this ever get resolved? I'm having similar issues. I'm a new Now TV broadband customer since 6 December and had this issue since day 1. Loads of engineers have tested and say everything looks fine, but can't explain why the internet drops out.

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