Router out of date

[pbrown48]

Last year I was informed by e-mail that my broadband router was out of date and that you would contact me later about a replacement. I have heard nothing more since then so is it possible to send me a more up-to-date broadband router now to replace the old Model HG633 that you sent me Free of Charge about 10 years ago? The replacement needs to be compatible with COPPER Broadband if you still have these, NOT just Fibre. Since a few weeks ago I have experienced momentary network interruptions, “Couldn’t download - Network issue”, which might be caused by the aging router, I do not know. If you can send the replacement by tracked delivery that would be helpful. Thank you.

[mandisa1-TT]

Hi there @pbrown48 Glad to hear the fault has been resolved and connection is now stable:)

You are most welcome.

[pbrown48]

As a belated conclusion to this request I should say that the landline fault was dealt with by an engineer but that was not the only problem. The interruptions to broadband internet service were traced to a faulty internal network adaptor in the computer. Since switching to a new adaptor the internet service has remained stable.

Thank you for your help.

[mandisa1-TT]

Bye for now.

[siphosethu-TT]

Well, I wish you a lovely day ahead, you know where to find us should you need anything. Take care 

[pbrown48]

Thank you for the further offer but there is nothing else at present that I can think of.

[mandisa1-TT]

While I still have you online, I would like to confirm is there anything else that I can assist you with?

[mandisa1-TT]

Thank you. Line testing reveals an issue on your line that needs to be fixed by an Openreach Engineer. The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

This is a non-appointed visit, which means they'll only be working on the Openreach equipment between your home and the exchange. They will confirm once they have completed their work.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.

[pbrown48]

Yes, all understood.

[mandisa1-TT]

You are most welcome.
Do you understand this information?
 

[pbrown48]

Thank you. That is all very helpful.

[mandisa1-TT]

Thank you so much for confirming that for me, We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?

[pbrown48]

20 December was when if first appeared and has continued intermittently since then but not all the time.

[mandisa1-TT]

You are most welcome @pbrown48 . Can you please confirm when did you first notice the issue?

[pbrown48]

Sorry, no I do not have that but thank you for identifying the problem.

[mandisa1-TT]

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

[mandisa1-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.

[mandisa1-TT]

I'll just need to wait a minute while the router attempts to reconnect to the Internet.

[pbrown48]

I use the broadband on one computer and always in the same place so I am not sure about any of those questions.

[mandisa1-TT]

Please select any of the below options: 
Issue occurs everywhere?
Issue only occurs in one or some locations?
Issue is not with WiFi?
Issue is with a single device?

[pbrown48]

I only ever use it in one part of the house upstairs. The modem is downstairs and wireless connection.