My nightmare continues. An engineer came today and did a few things. Removed the forward path attenuator 10 dB and replaced it with a 10db wideband attenuator which he said spreads the signal cross up and downstream. Within 10 minutes of him leaving the broadband went unusable unstable. Eventually after 2 hours I removed the 10db wideband attenuator and was able to get a steady connection for 2 hours. It started dropping out again with thousands of pre and post rs errors.
Since removing the 10db wideband attenuator I have had 3 outages, My connection was dropping every 5 minutes with this so had no choise but to remove it.I have managed to get an engineer coming on Sat.
Does anyone have any advise as to what I should ask?? I showed them all the stats I had spent hours collecting but they were not very interested in looking at it and just reverted back to their app so wasn't very helpful. They did check the line and replace a small section after I pressed them on why the power levels were dramatically changing which hasn't happened since so hopefully that issue has been resolved. The engineers have been 3 times and fitted 2 different types of attenuators.
I have spent so much time on this now and is affecting my job I cant carry on like this work are getting increasingly more frustrated with my down time which is causing me considerable stress.
My stats WITHOUT the attenuator where its been stable overnight based on logs and BQM are:
Tuesday and wednesday (Engineer came at 5pm on Wednesday)
I has been relatively stable over the weekend. The major outages have been primarily during the week. So far I am having 1-2 very minor outages a day which have not been an issue as they recover straight away. There is increasing latency spikes and the average latency is higher but currently not losing connection. I am keeping an eye on this but it is behaving at present.
If I get any more issues with this I am going to request that you release me from my contract for failure to provide me with the service outlined in the contract. Its taken 4 engineer visits an tens of hours of disconnection in addition to hours of personal time trying to collect the data needed to diagnose the issue. I have only been a customer for less than 2 months, frankly its been an appalling experience causing me stress with work and a massive loss in time.
Thanks for acknowledging the stress caused by being unable to work for hours almost daily, my loss of time and your assurances that having an engineer out 4 times to get my broadband set up correctly was a one off.
Needless to say, if it turns out the last visit has still not resolved the installation issue i will be in contact with yourself and ofcom.
I am pretty upset to say my broadband has now dropped out again, 20 minutes ago. I am unable to work yet again and have had to explain yet again to my employer why i cant join my call. Can you please escalate this issue as you know 4 engineers have been and none have fixed this and i dont see how simply sending out another will help! I am at a total lose for words.