Slow speed and connection failure

[davidfawthrop]

My connection keeps failing and my speeds are slower than guaranteed. I have opened a case (ref REP-15663442) and have received an email advising more home tests are required. The email says I will receive instructions "shortly". Email sent 13.01 Friday. No further communication.

Any help appreciated

[sabelo-TT]

Perfect! Reservation of Openreach appointment successful. Reserved appointment slot : May 28 2025 between 08:00am - 13:00pm. Please note that the engineer will be in touch 30minutes before arrival using the mobile number registered to your account. 🙂 

[Mandisa-TT]

Perfect! I am about to book an engineer now, I will send you a private message to confirm your contact details.

[davidfawthrop]

I have reconnected and ready to continue

[Mandisa-TT]

We can see the line test still indicating an internal wiring issue after your equipment was disconnected, so this will need further investigation. When you respond it will mean you have connect your microfilter, ADSL cable and router to your Master socket and we will continue. 

[Mandisa-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[Mandisa-TT]

Perfect! I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

[Mandisa-TT]

You will not be able to use the internet with everything disconnected, phone socket what you can do is unplug everything for about 15 minutes while I run the checks and then plug it back on after after 15 minutes and we will continue with our conversation or you can call us through and our technical team run the check and they will be able to give you a call right after running the test to plug everything back on.

If you are choosing the option to unplug for 15 minutes let me know to be able to start on my end.

[davidfawthrop]

OK option to unplug for 15 minutes sounds fine. I am unplugging now. speak later

[davidfawthrop]

Any thoughts on the way forward? Can we still use the Internet while this is underway?

[Mandisa-TT]

Line testing is estimated to be completed in not more than 15 minutes, what you can do is unplug everything for about 15 minutes while I run the checks and then plug it back in after and we will continue with our conversation or you can call us through and out technical team and they will be able to give you a call right after running the test to plug everything back on.

If you are choosing the option to unplug for 15 minutes let me know to be able to start on my end.

[davidfawthrop]

We have a very basic mobile phone which is only used for emergencies and is usually in the car switched off.

[Mandisa-TT]

I understand, I'll need to perform the test again with your equipment disconnected to check the most likely cause. the line test result has identified an issue that may be caused by equipment and wiring in your home. I'll guide you through the steps needed. Once I've retested with the equipment disconnected I'll be able to tell you if an engineer is required or whether there are issues I can investigate with you through further checks. Please confirm if you are able to use mobile data.

[davidfawthrop]

I may be missing something but if I was disconnected how would i receive these posts??

[davidfawthrop]

Never disconnected as I don't know how you would stay in contact. At present everything is connected as it was at the beginning.

[Mandisa-TT]

Thank you, We'll now need you to connect your microfilter, ADSL cable and router to your Master socket. Let me know when done.

[davidfawthrop]

Still connected as not sure how you stay in contact,

yes we do have a microfilter in place

[Mandisa-TT]

We can see the line test still indicating an internal wiring issue after your equipment was disconnected, so this will need further investigation. You did mentioned that you have a microfilter is this correct?

[davidfawthrop]

Any news, do you still need me to unplug and if so how will you remain in contact

[Mandisa-TT]

We can see the line test still indicating an internal wiring issue after your equipment was disconnected, so this will need further investigation. You did mentioned that you have a microfilter is this correct?

[Mandisa-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.