Working from home internet dropping

SUPERGIRL2020

I'm writing this on behalf of a friend who isnt a member, she has recently started working from home due to the virus. She works in a call centre for a major bank. 

She has started taking calls from her flat through voip (i think) she takes on average 40 calls a day. She is with plusnet broadband recently her calls keep dropping out loads shes since found out it's because of her upload speeds so she has tried to change provider to get better upload speeds but cos she lives in Liverpool city centre and in a block of flats (ground floor) it's really difficult to find anyone. 

Can anyone give me some advice? I did a bit of googling and it looks like she needs fibre but nobody will give her it 🤷‍♀️ 

Neil49

If you input the property details into a comparison site for broadband deals then you can get an idea of what is and isn't available. Try either the MSE site you have come through or

https://www.moneysupermarket.com/broadband/

SUPERGIRL2020

Neil49 said:

If you input the property details into a comparison site for broadband deals then you can get an idea of what is and isn't available. Try either the MSE site you have come through or

https://www.moneysupermarket.com/broadband/

The main one it brings up is hyperoptic which she tried to get but they said cos shes on the ground floor they can't install it 

octane

The best thing to do first is to get her current ISP to check her line as it might not be down to an issue at the ISP end, so changing providers may make not make any difference at all.

SUPERGIRL2020

octane said:

The best thing to do first is to get her current ISP to check her line as it might not be down to an issue at the ISP end, so changing providers may make not make any difference at all.

She has done all that and had loads of tests and even an engineer visit but he found no faults. Her voice calls keep dropping out customers can't hear her or the call just cuts off!

She was told by the tech team at work its to do with her uploads speeds she currently has 1Mbps upload speed but work told her she needs at least 6Mbps

littleboo

1Mbps is plenty for a voice call. Does she have to use applications while the call is in progress? How does she connect to the router - wired or wireless?

SUPERGIRL2020

littleboo said:

1Mbps is plenty for a voice call. Does she have to use applications while the call is in progress? How does she connect to the router - wired or wireless?

She can have over 40 calls a day sometimes 50 she has connected wired and wireless still the calls either drop out or the customer can't hear her 

J_B

Can't she use the landline?

matelodave

Moving suppliers is unlikely to improve her speeds or reliability as nearly all of them rely on the OpenReach network.  Virgin have their own network which my be available to her .
 
Installing fibre to the premises (FTTP) in a city environment is a non trivial exercise and I'm guessing that whoever suggested fibre meant fibre to the cabinet (FTTC) which may or may not possible depending on what is available in the vicinity of her flat.

Unfortunately there are a lot of people now working from home which is putting a heavier burden on the network and in some places it's just not possible to provider faster facilities in a short space of time, especially if there is a waiting list or civil works are required to install more cabinets.

JJ_Egan

The employer should be paying for a better service .

unforeseen

JJ_Egan said:

The employer should be paying for a better service .

Assuming that there is a better service available to that address. 
If the person is WFH because of the Pandemic rather than part of their contract then the business won't be interested in financing an upgrade to the connection even if possible. 
Options available would be return to the office or possibly furlough.