Service Issues, Biggin – 10/06/2017

Over the last few weeks, we have had continual issues with our broadband supply in to Biggin which has been impacting on service speeds. We have been working with our suppliers to try and resolve this issue, but for the moment it’s still a problem. Our suppliers hope to resolve this issue on Monday as they have a site visit scheduled to carry out some repairs, but for the moment this fault is impacting on speeds and service may appear intermittent. We have also seen a rapid amount of tree growth with the recent weather, which is impacting on a couple of our wireless links around the village. We will look to work around this new tree growth, but this will take us a bit of time.

We appreciate these issues are frustrating, but please bear with us as we try and resolve them. It’s clear our current broadband supply in to Biggin is now becoming an issue, and we are actively pursuing alternatives although these will take time. We are meeting today to plan how we tackle this issue, and will publish further details in due course.

UPDATE – 13/06/2017

We continue to push our suppliers for a resolution to the speed issues we are seeing, they hope to visit site again on Wednesday to carry out further works and we will review the service again once this work has been completed. In the mean time, we have ordered an extra 2x ADSL connections to complement our existing connection for our gateway in Cawood which we plan on load sharing across all 3x ADSL lines to provide a more robust backup solution. We also plan on splitting the network in two to share the load between our gateways in Biggin and Cawood, but we need to upgrade some of our wireless links first which we hope to do this Friday. As a community network our resources are limited (both in terms of cash and manpower), but we are pushing hard to improve service ASAP.

UPDATE – 15/06/2017

Sadly our suppliers haven’t yet managed to resolve the issues, we continue to press them for a resolution and supply regular measurements and test results to help their troubleshooting. We don’t yet have an idea of when this may be resolved, but we are pressing on with works to enable our gateway in Cawood to take up some of the load when the extra ADSL lines are installed. We will be in the village on Friday to fit new wireless equipment to overcome the issues we have faced with tree growth so we are in a position to press the new lines straight in to service when they are installed by Openreach.

UPDATE – 27/06/2017

We have been applying maximum pressure to our suppliers to try and resolve this issue, we expect to hear from a company director today to discuss the way forward. Our new ADSL lines are due for installation this week, and we will work on getting them up and running ASAP once installation is complete. We have completed our works to overcome the tree growth, and all wireless links are now performing well.

UPDATE – 07/07/2017

Our suppliers continue to work on a long term solution, but access to their sites is proving to be an issue. As this is taking far longer then we would have hoped, we are pushing on with installing extra ADSL lines in Cawood with the next one due to be installed on the 11th July.

UPDATE – 12/07/2017

We have taken the decision to disconnect from our existing supplier and move over to our new load balancing ADSL gateway as our existing service has become unusable in the last 24 hours degrading worse then ever, and there isn’t currently a timescale from our suppliers for this to be resolved. This does mean that speeds will be reduced both download and upload, but we hope they will at least be consistent without the frequent disconnects we have been experiencing. Due to the limitations of ADSL, upload speeds will be most notably reduced.

A fourth line has been ordered for our load balancer, and we have ordered a migration to a type of ADSL known as Annex M which offers higher upload speeds. A new gateway router is also on order to cope with demand, as we have had to reverse the network traffic flow with our internet now coming from Cawood. We continue to work with our supplier, but at the moment we don’t see the issue being resolved in the coming weeks so are pushing on with our alternative setup.

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