Poor service modem upgrade

[Martinjones]

I have tried many times to report poor speed, continual dropouts etc to no avail and either thwarted by a Bot, sent spam emails requesting my login etc to no avail. Decided to hang on in there until my contract runs out. Final straw bring informed that they will no longer support my modem as it’s out of date and want to charge me £80 for a new box. I’m going to search elsewhere 

[sabelo-TT]

I hear your concerns @Martinjones. Please do check on your inbox for me. 

[Martinjones]

Thanks, another busy day messaging by the look of ur. Still not impressed in having to buy a new box to ensure security etc 

[sabelo-TT]

@Martinjones, I have just sent a private message to your inbox as there are private account details I have gathered upon investigation to this matter. 

Please do check this out. 🙂 

[Martinjones]

Yes frequently 

[sabelo-TT]

@Martinjones, besides the slow performance, does your broadband connection drops while being connected to the internet?

[Gliwmaeden2]

Staff will be back on here during the day, @Martinjones.

They start c 8am, finished usually by 6pm, just Monday to Friday. 

[Martinjones]

I've done that any update or do I sit here in anticipation of s miracle ?  

[Martinjones]

Done, now showing red internet light 

[nambuso-TT]

Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin, straightened paper clip or other tool that fits in the hole, which you'll need to hold in for 30 seconds.

[nambuso-TT]

I'll need to reset your router to defaults. This ensures it is set to it's factory settings and can resolve the dropping connection issue if a temporary problem has occurred on the router. If I'm unable to do this removety I'll need your help to complete this.

[nambuso-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the dropping internet connection issue is resolved, I can assist you in reconnecting to the network.

[Martinjones]

No changes made

[Martinjones]

It has now been 25 minutes ? 

[nambuso-TT]

Have you made changes with the WiFi Network name (SSID) or password ?

[nambuso-TT]

An automated check is in progress to check if the router is able to connect to the Openreach street cabinet. This can take up to 3 minutes to complete. I'll let you know once it's finished.

[nambuso-TT]

As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[Martinjones]

Yes it’s on 

[nambuso-TT]

Please can you confirm that the router is currently powered on by checking the router power light?

If it is powered on then you should see a lit power light showing on your router.

[nambuso-TT]

We'll just wait for the router to power up. This can take a little while.

[Martinjones]

Done, now rebooting