HOW DO I GET A NEW ROUTER?

[moffers]

My router keeps flashing orange and is going offline every few minutes.  This problem has got progressively worse over the past few days.  I use my laptop for work, so need a consistent internet connection.  My line and WiFi appear to be fine, so I can only conclude that it is my router, as I've had it for many years now, so it's probably out of date.  How do I get a new one?

[Philile-TT]

@moffers you're most welcome. 

[moffers]

Thanks so much for your help Phili.

Kind regards.

Moffers

[Philile-TT]

Great. I have booked the AM slot for you. Thank you for allowing me the opportunity to assist, the engineer will advise if new equipment is needed. I will keep the thread open so that you update us once the engineer has completed his work and if it has been resolved. 

[moffers]

We'd like to take the morning slot please (8.00-13.00.)

[Philile-TT]

The earliest date available for the engineer visit is tomorrow during the AM and the PM slot. The AM slot is 08:00am-13:00pm and the afternoon slot is 13:00pm-18:00pm. Which slot is the best for you? 

[moffers]

No problem.

[moffers]

Brilliant!

[Philile-TT]

After the engineer has left your premise, they will send the case notes to us with the outcome of the visit.

It can sometimes take a few hours to collect these notes so please bear with us until we communicate the next steps to you.

[Philile-TT]

Openreach will contact you via a text message with details of the engineer on the day of the visit - this will include updates on when they expect to arrive.

This is an appointed visit, which means they'll need access to your property, but some work may also be done outside your home. They will advise when work has started and when it has completed.

[moffers]

That's absolutely fine.  Thank you for your help.

[Philile-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?

[moffers]

Apologies, I forgot this was an open forum.  No construction work going on.

[Philile-TT]

@moffers thank you for the confirmation, please do not confirm any of your private information on the forum in the future rather use the private message option. I got the number on your account I will use it. 

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? 

[moffers]

Removed.

[Philile-TT]

@moffers can I use the number on your account? 

[moffers]

Excellent!  Please go ahead and ask.

[Philile-TT]

Can I use the mobile number that is registered on the account just incase engineer needs to contact you? 

[Philile-TT]

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.

[moffers]

I only use it for my laptop, which is always in the same place, i.e. back bedroom upstairs.  I've tried moving the router about, but there is no change.

[Philile-TT]

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