Very distant fix date for local broadband fault

[Cardiffman282]

Hello. I have slow download (c. 100 out of 250 Mbps) and upload (c.5 out of 25 Mbps) speeds. Most of my upstream channels' modulation is too low too (16/32 out of 64 QAM).

I checked the phone and online status checking tools and there is indeed a local, albeit intermittent, fault in my bit of Cardiff.

Generally my connection is pretty good and I understand that stuff occasionally happens. However the current fix date is in ten (10) days time (14 May at a suspiciously specific 10.05am). This seems extravagant. 

[Cardiffman282]

And the fault is now fixed (16 days later). 

[Cardiffman282]

For the fifth consecutive month: 

 

[Martin_N]

Thank you for the udpate Cardiffman282. We do appreciate the frustration with this. Our apologies again for the ongoing issue. 

^Martin

[Cardiffman282]

Here's October's contribution to the thread (no local faults) :

 

[Gareth_L]

Hello Cardiffman282.

Thanks for your post.

Looking at your up and downstream levels from here the actual upstream is showing a huge amount of errors.

From here we would need to arrange for an engineer to attend.

If you don't mind, I’ll need to send you a private message to pass security. 
If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Hello again Cardiffman282.

Thanks for your time over the last day.

Now we've arranged for an engineer to attend and sort the upstream levels out, would you please let me know how the visit goes?

Gareth_L

[Cardiffman282]

Thanks Gareth for your help. I will do. 

[Cardiffman282]

The good news: The engineer arrived on time. That's about it.

The bad news: No change. Upload power levels still all too low. He was clearly in a rush to go home after a long day and was indeed gone within five minutes. He immediately assumed the purple LED was proof positive of a "knackered" hub. I began to explain that it was in modem mode but nope - disconnect, straight to the van, new Hub 3 connected. I again tried to begin to explain that it was the upload speeds and packet loss that were the issue but nope - his gadget showed that the speed was okay and that was that. No offer to reset back to modem mode (not that it's hard - but another sign of how things went), left me with the hub bag, and that was that as far as he was concerned. Worst engineer yet.

 

[Cardiffman282]

This morning 

 

 

[Gareth_L · Accepted solution]

Hello Cardiffman282.

Sorry to see the issue still persists and that the engineer opted for a hub swap instead of investigating everything when he attended.

Can I send you another PM to arrange for a more senior engineer to take a look?

This isn't good enough at all.

Gareth_L