Broadband (ethernet/ADSL & wifi) keeps dropping out

[Hotblack1]

I normally connect to my router via ethernet cable then another cable direct to my phone line via a filter. For about a week my internet connection has been very intermittant/slow and I've tried changing cables etc. but the problem continues. The issue is the same if I use the WiFi connection.

My initial fault/service request (REP-16021258) noted an issue and it was corrected but the problem has returned. The connection failed during another service request so I don't know if it's being followed up (REP-16039372).

Help!

[mandisa1-TT]

We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service. Please make sure that someone over the age of 18 will be available on-site during the visit.

If the fault is outside of your property boundary, there will be no charge and the engineer may not need to visit your home. We'll be sure to keep you updated via text once the engineer has completed their investigation.

The booking is made on the basis that you've completed all the checks we've requested, by doing it will prevent any unnecessary charges.

Please note that if the engineer confirms that the fault is inside your property boundary or caused by your equipment, or if you miss the appointment, a charge of £75 will apply.

If you need to make changes to your appointment, please respond to the confirmation text sent to your registered mobile number.

Please note that if you amend or cancel your visit after midday on the day before your appointment, you will be charged £75.

Do you understand and agree to these terms and conditions?

[Hotblack1]

I can be available anytime for an engineer to visit.

[Hotblack1]

No.

[mandisa1-TT]

Thank you for confirming that for me. Do you currently have any construction work being carried out, either inside or outside of your home, that could prevent the engineer from completing their work?

[Hotblack1]

It was around 11th of September. After a few days hoping it would resolve itself I started this thread on the forum.

[mandisa1-TT]

That is okay, can you please confirm when you first noticed this issue?

[Hotblack1]

I just have a landline.

[mandisa1-TT]

Do you have a mobile number you can provide us so we can contact you if needed? Please share it via private message

[Hotblack1]

No - just my landline.

[Hotblack1]

OK.

[mandisa1-TT]

Do you have a mobile number you can provide us so we can contact you if needed?
 

[mandisa1-TT]

As a replacement router was sent out to you and you have contacted us to state the issue is still persisting i will need to ask the the questions. Please refer to the following articles on auto compensation: About your auto compensation credit.

We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation.
 

[Hotblack1]

I do not use the wifi feature - I connect by ethernet cable to the router.

I have told you nothing else has changed within my home. Are you just going to ask all the same questions you ask each time I contact you?

I trust you will be offering compensation too for the disruption and reduced connection speeds.

[mandisa1-TT]

Thank you. Does the problem occur everywhere you try and use the Wi-Fi, or just in certain parts of the house - for example upstairs, or outside the house?

[Hotblack1]

Yes, I'm at home.

To save some time, all new cables are connected, nothing else has changed inside my home.

[mandisa1-TT]

Hi there @Hotblack1 I have also responded via private message. we will need to complete further checks with the new router connected. Are you messaging us from home?

[Hotblack1]

I've sent you a private message - new router installed and same issues.

Time for an engineer to visit?

[Philile-TT]

You are welcome. 🙂

[Hotblack1]

Ok - thank you.

[Philile-TT]

@Hotblack1 thank you, I have received the message and ordered the router it will be delivered in the next 2-3 working days. Please give us an update on how the router is working and if it resolves the issue.