topic Re: Internet connection keeps dropping in Fibre

Internet connection keeps dropping

ZoeK91 — Sat, 14 Dec 2024 20:27:25 GMT

Since yesterday I have had problems with my internet connection, I have done a test and it’s come back fine however I’m still having issues with my connection. Can’t access live chat due to the connection issues so this is my only option at the moment. Router light is solid white but open reach modem - 3 out of 4 lights lit, (internet light not lit). Have rebooted multiple times and internet works for a little while before it stops then I have to reboot it again. Frustrating! Paying for a service I cannot use

Re: Internet connection keeps dropping

Gliwmaeden2 — Sat, 14 Dec 2024 20:30:09 GMT

Staff will pick this up for you after the weekend, @ZoeK91.

Re: Internet connection keeps dropping

Chloe1979Miss — Sat, 14 Dec 2024 21:24:20 GMT

I’m having the same issue today. It’s so frustrating.

Re: Internet connection keeps dropping

Gliwmaeden2 — Mon, 16 Dec 2024 10:45:11 GMT

@Chloe1979Miss, if you take a little moment to look around the forum, you'll see that threads work best when customers simply start their own thread.

Staff only reply to the original poster, in order to avoid any confusion between customers in their support.

So you need to return to the message board and click on start a topic.

Also complete your community forum profile.

Staff will pick up your thread during the week.

Re: Internet connection keeps dropping

Anonymous — Mon, 16 Dec 2024 10:08:25 GMT

Hi Zoe,

I'm really sorry to hear this. I've run a test on your line now just to rule out any possible line faults and this is clear. Our Faults Escalation Team are currently investigating the issue with white light on router but no connection and I'll keep you updated here as soon as I receive an update.

Thanks

Michelle

Re: Internet connection keeps dropping

Anonymous — Mon, 16 Dec 2024 10:09:12 GMT

Hi Chloe,

As advised, please can you create your own topic and we can look into this for you.

Thanks

Michelle

Re: Internet connection keeps dropping

Anonymous — Wed, 18 Dec 2024 07:21:22 GMT

Hello,

We've now received the following update from our engineers - Update 8:40PM December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

Thanks

Michelle