Hi,
My internet was upgraded from Fibre Medium to Fibre large last night. It was working flawlessly yesterday with no issues since I had it installed last August. Now the connection keeps dropping - the issue is not with my internal network infrastructure as I am using a CAT6 cable to my main desktop machine and I can still PING the gateway (LAN interface) when the internet is down.
I have set up smokeping on a VPS server and turned on ICMP response on the WAN interface. This shows that the connection periodically goes down. While it is down I can get to the last hop before the router in my house (78.151.238.69) but PINGs to my WAN interface of the router do not get responses. I tested this using MTR and can provide screenshots.
While the connection is working tests to speedtest.net show 8-9Mb/sec download and 20~Mb/sec upload on the rare occassions they complete before the connection failed. I got simialr results using iPerf. Everything was working before the attempted upgrade so this would appear to be a configuration issue.
As I understand it FIbre Medium is shaped to 36~Mb/sec download and 2~Mb/sec upload whic was working yesterday, Fibre Large is not shaped at all and the connection is able negotiate to whatever it can reach through VDSL to the cabinet. My house is close to the cabinet (less than 100m) and I would expect to get a fairly good throughput. The change to the configuraiton is minimal and I dont really understand why this would happen or why it will take a whole day to fix.
When I rang customer service the engineer told me everything was working - this was obviously not true. He tried to fob me off with checking internal cabling and ran through the usual troubleshooting. I am a Network Engineer and was able to explain the issues and finally got to speak to his supervisor. However now I have been told that they can see an issue and have let Openreach know and it should be fixed by midnight.
I am worried now that the supervisor has just told me this information to get me off the phone. I am left with broken internet and I should be working from home tomorrow and have no idea if it will be fixed. I have had no real explanation of why it broke and am left believe the engineers do not really have a clue.
I have not had my TalkTalk connection for just under a year and I have had broken phone lines 4 times and now have internet issues which I had to fight to get investigated. As you can probably understand I am not enamoured with the TalkTalk customer service. I understand that actually these issues are probably under BT Openreach's control but as I cannto speak to them directly I am left having bad experiences with TalkTalk.
Is there a method where I can fast-track complaints to someone who is qualified to understand them?
Many thanks,
Peter