topic Active Fault on my account since yesterday 20/01/23 in Broadband

Active Fault on my account since yesterday 20/01/23

laupanman — Sat, 21 Jan 2023 13:03:22 GMT

So my internet connection has been quite intermittent for the last few days and raised the problem to customer service yesterday. After that, I barely got a solid connection most of yesterday but not sure whether because the team are still working on the fault. Live chat agents were useless and kept endlessly transferring me to numerous agents or they leave the chat. I work from home so it was a nightmare for me.

I've finally got through to someone this morning on the phone and went through some troubleshooting. Unplugging the router for 30mins-1 hour seems to have done the trick so my internet is back on track now.

However I can see that my account still has an Active Fault and says:

21/01/2023

This fault is still in progress. We are working to get this resolved for you.

Fault Tracker

Fault description: We are working on your fault

Status: In-progress

Date reported: 20/01/2023

Fault reference number: REP-12404962

Does anyone know how long the repair will take and will it affect my internet connection in the meantime?

Re: Active Fault on my account since yesterday 20/01/23

Anonymous — Mon, 23 Jan 2023 06:14:16 GMT

Morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault and the connection looks stable at the moment. How has your connection been over the weekend?

Thanks

Re: Active Fault on my account since yesterday 20/01/23

Anonymous — Tue, 24 Jan 2023 07:46:34 GMT

Morning,

Just checking back in to see if you still need any assistance with this?

Thanks

Re: Active Fault on my account since yesterday 20/01/23

laupanman — Tue, 24 Jan 2023 09:51:35 GMT

Hello,

My internet has been working now since I called the technical team on Saturday.

Thank you.

Re: Active Fault on my account since yesterday 20/01/23

Anonymous — Tue, 24 Jan 2023 09:54:12 GMT

Morning,

Thanks for confirming and I'm glad to hear that your connection is now working ok 🙂 Please let us know if you do need any assistance.

Thanks