Intermittent Service Drops (Evenings) - SE1

Dear BT Forum:
For the past month, I have been having significant issues with my BT Broadband service. (My exchange is Southwark, London for reference.) In short, during the mornings (8, 9am), the broadband works fine (meaning, I am receiving approx 5 mbps when the connection is functional). However, during the evening (6-11pm approx), my speed drops to a near standstill. Using the BT wholesale website, it shows download speeds ranging from 0 to 0.05 mbps). Connecting the "main BT plug" or other plugs makes no difference in performance.
This basically has left us without internet, and we are unable to work, during the evenings, which has become a major issue.
I have contacted BT technical support numerous (10 or so) times, and have spoken with both Level 1 and Level 2 technicians, have scheduled callbacks which do not occur, and am forced to re-explain my issues each time. Ultimately, the technicians tell me that from their end, my line speed is within acceptable limits (5 mpbs+) and they cannot help me any further.
Based on a my novice high level logical analysis (slow at night, ok in the morning), it appears that there is a capacity issue during the evening, however, the technical support team is unable to identify any such issue.
As much as I would like to stay with BT, I am really at the end of my rope! Before am forced to break my contract and find an alternative provider, I wanted to ask if the forum moderators might be able to assist me. If so, please let me know what information you would require to proceed.
I greatly appreciate any help anyone might provide. As you can imagine, this issue has reached an untenable peak.
Many thanks in advance!

1. Best Effort Test: -provides background information.
Download Speed
0.46 Mbps
0 Mbps
7.15 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.46 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 7.28 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.87 Mbps
0 Mbps
0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.87Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.
If you wish to carry out further tests,please click on 'Continue' button.If not, please close the window using 'Exit' button and contact your ISP for further assistance with these results.

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Okay, the forums are full of threads concerning this issue. The phone loses data connectivity as well as voice. Every person seems to have a different opinion as to when or where their service drops, and I have tried to find a fix (official or not) since I first got my RAZR.
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And factory reset after factory reset is not working out for me as I use my phone not to txt my friends or send funny pictures of my dog to my neighbor but for business. This is really affecting and annoying me. And yes, I could switch to an iPhone but Android provides me with a great deal of options in my line of work that iPhone does not have. And yes, I could switch to another Android based phone, but I paid for this one and I want to use what I paid money for.
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I had EXACTLY ALL of the same issues (plus some Bluetooth issues):
Got my phone in January or February
First instance of this happened about the middle of June (or maybe the third week) for several days before I finally called, believing it was a "hiccup" in the network (still on GB)
Customer Service did some troubleshooting, placed it in "safe mode" to see if it might be an app causing it, factory reset, etc., etc., etc.......
VZ put in a network trouble ticket which seemed to solve the issue (although I don't really know what may have been done) for about a week (now I know that this was a mere coincidence)
About a week or two later (still on GB) it started again; this was maybe a Wednesday
CS troubleshooting, another trouble ticket, etc., etc., and then I finally did a factory reset myself
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Customer Service had me to go to my local Verizon store and get a new SIM (they thought that might possibly be the problem). Got the replacement, and it worked, again, only briefly; just a few short hours later, it was right back to the same old thing........more phone calls
trouble ticket is still out.......
Was even told by the advance tech support person that on several phones with this very same problem, that he actually saw this resolved by simply creating a different, brand new Google account (instead of the Verizon customer's original Google account) during setup, after a factory reset (don't ask me how......). Gladly, this is one step that I didn't take (that's all I need is one more email account!)
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Reluctantly, I allowed them to send me a replacement. I say, "reluctantly" because my original was a new device but they would be sending me out a "certified reconditioned, like-new" replacement.
After some trepidation, I decided to go ahead; Motorola would probably take a year to get mine back to me after finding "nothing wrong", or the same year getting me a replacement, should I be lucky enough that my original device would act up for them to see that there actually is a real problem. Verizon, on the other hand could have a replacement to me in two days.
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I thanked him, and told him about the replacement, and he told me that's what he was going to suggest next, and it was the only suggestion that he had left.
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Message was edited by: Colin Pipkins
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So I call Verizon and after a brief conversation, they asked if it was okay for them to transfer me over to Motorola for them to troubleshoot and I said that I'd be more than glad to speak with them.
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After a lengthy call (an hour and twenty minutes), allowing them to remotely connect to my phone, and the Level 2 Tech seeing for himself that it's on 3G in a full 4G area, he tells me that there's nothing more that can be done.
WHAAAT?!!!
He said that if I want to send it in to Motorola they'll look at it, and if they did find anything wrong with the phone they'll send me a replacement, but if they DON'T find anything wrong with it (which I'm sure would be the case), they will simply send me my phone back, and that it will be Verizon's network that is the problem.
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The last thing he said to me before getting off the phone was that they have similar devices with other carriers and they don't have any of these problems with those devices.
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They have sent me yet another Droid Razr and I can honestly say that this will be the last one. If I can't find a device that will actually keep/hold LTE connectivity then I may have to go back to Sprint. Their native coverage is nowhere near Verizon's but they also don't have much 4G coverage right now.
If I'm going to have to be on 3G anyway, I may as well pay less than I'm paying now - or at least pay the same and not have to worry about going over on data.I guess we'll see how this replacement works out and go from there.
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Hopefully, they can get this sorted out and we can all get back to life......

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Message was edited by: Bob Timmons

Once again, service drops out, speed slows and I have to reset the modem lots

Here are the links to the last posts/problems:
{edited for privacy}
4/29 reset router 5 times had to go into the verizon management console (VMC) twice to enable router for WiFi
4/30 reset router once
5/2 reset router once
5/3 connection speed dropped to 2.9 reset router 6 times
5/4 connection speed dropped to 2.5 reset router twice
5/6 reset router once
5/8 reset router once
5/9 connection speed dropped to 1.9 reset router 3 times had to go into VMC to enable router for WiFi
5/10 connection speed down to 1.5 reset router four times
5/11 --today--connection speed down to 1.5 reset router 4 times--it is only 9:30 AM--four times since 7 AM? sketchy service indeed
my original post was here
forums.verizon.com/t5/High-Speed-Internet-DSL-and-Dial/What-s-up-quot-line-problems-quot-with-regards-to-high-speed/m-p/692388/highlight/true#M24452
I note with irony how you will see that someone tried to contact me...but that isn't the case. I contacted them. By phone because that was what the "Chat" customer service person told me to do. This is classic case of one hand doesn't know what the other is doing. When I do get a live person on the phone ....Basically....verizon says there is a "line problem" and I wait for three days and the speed gets better for about a week, and then the speed drops off.
They can't deliver what I am paying for. I don't have a phone, I pay for high speed internet because FIOS is unavailable. Currently as I type this....speed test says I am .9/.27...the modem tells me 1.5/.4 but it drops as well. What is the issue, Verizon?
In addition someone on Verizon's end says...someone will call you in a few hours...which never happens. Never. More like in a day or two. If that.
Buyers beware....beware,,,

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MattamusPrime wrote:
I'm having a recurring issue that is starting to become annoying. I've recently signed up for FiOS TV and digital voice since the price of internet alone is creeping up to the point of having all three services already. Ever since they came and installed my service, when it rains, my serivce drops out. The globe light on my router goes out, my set top box says no channels can be displayed, and I receive no dial tone on my phone.
The first night this happened, it was a light to mid rain. I tried to troubleshoot the box directly and it recommended a reboot. The box kept rebooting and shutting off (displaying the 8888 on the display off and on for 20 minutes). I went out to the ONT box which is outside on the back of my house and noticed all the lights were off. I unplugged and plugged it back on, but no lights came on. I then went back in (to my constantly rebooting STB) and unplugged that and then back in. I then called Verizon support, the automated agent came sent a signal to test it, transferred me to an agent, which at this time, everything came back on, so I hung up.
I live in Florida so the rain comes here pretty frequently. Is my issue because my ONT box is outside and the rain is causing problems? Or is it a wiring problem in my home? I have the wire maitenance plan and hope that covers anything that can be done to fix this. I can't have my service constantly out everytime it decides to pour a little bit.
And at this time, my service is out because of the inclement weather that we are experiencing now. This is very frustrating.
You should not have hung up but let Verizon complete the service call troubleshooting. It sounds like you have a problem with the ONT installation that likely Verizon needs to fix. Report the problem again and let them have a chance to fix it. This should not happen.

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Over these 8 months, however, my level of service has slowly degraded - manifest in slower and slower speeds, higher and higher ping times and it has now reached a level of instability that I can't not complain about any more. This past 4 or 5 days, it has been very rare for my connection to stay active for more than a few hours. Usually I'll experience a drop-out once every hour. (During the time I wrote this post, I experienced two drop-outs, one lasting about 15 minutes).
Please, to save us both time, don't ask me to restart my hub, change my ADSL filters, use a different Wi-Fi channel or whatever other stock technical support suggestions are flying around.
As both a part-time student (studying web services, no less) and full-time teleworker this is really beginning to cause some serious problems for me (fortunately, although a little sad, my T-Mobile 3G mobile tethering connection is a lot more stable than my BT line).
I am in the BH1 post code, 01202 area code. Is this an issue that is affecting my whole area? (I doubt it can be, because I wouldn't be the only one complaining if it is). If not, what can I do to get you guys to send someone out to repair the problem? I'll also be seeking some kind of refund for the service I'm paying for and not getting, but that's not an issue for the forums.
Thanks in advance.

Download speedachieved during the test was - 1721 Kbps
For your connection, the acceptable range of speedsis 800-2000 Kbps.
Additional Information:
Your DSL Connection Rate :11644 Kbps(DOWN-STREAM), 440 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 3.23:16.19:80.59 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
DSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
5.4 dB / 12.1 dB
Line attenuation (Down/Up)
21.5 dB / 11.9 dB
Output power (Down/Up)
0.0 dBm / 13.0 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
13
Loss of Power (Local)
0
FEC Errors (Down/Up)
14502 / 31
CRC Errors (Down/Up)
304 / 2147480000
HEC Errors (Down/Up)
nil / 127
Error Seconds (Local)
60

Intermittent Service Drops (Evenings) - SE1

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