Upgrading my package.

[eskijo]

Hi I need to upgrade my broadband as my speed is being throttled.

However I can't have full fibre as the homeowner doesn't want it yet.

So fttc is perfect for me.

The problem is that customer services says I can't get fibre at my address which is odd as all the other homes in my street have fibre.

I don't seem to be able to get them to understand my problem.

I hope someone can help.

[eskijo]

Yes I am how long will this take as I'm time limited.

[siphosethu-TT]

Hi there @eskijo, yes, we can continue. I just need to confirm if you are currently at home before we get started. Thanks

[eskijo]

Is it possible to carry on with your checks, can you explain what else you have to do.

Other than what you have already checked.

Thanks.

[siphosethu-TT]

You are most welcome, I'll pass the message as soon as she gets back. Thanks

[eskijo]

I appreciate your help I really do.

[eskijo]

It won't be until tomorrow morning at about 11 am

Thanks for all you've tried to do 

I'll continue tomorrow.❤️

[eskijo]

No 

[Mandisa-TT]

Not a problem. Let us know when you are available and we will be able to continue with your case.

[eskijo]

I need to leave now so I can't carry on, is everything ok for you to leave it

And thank you so much for your help 

[Mandisa-TT]

I understand, I will suspend your case and we will be able to proceed with you get back.

[Mandisa-TT]

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

*

Yes
No
Don't know

[Mandisa-TT]

I've attempted to update your router Firmware but it has not been successful. However, we will still be able to continue diagnostics if required.
 

[eskijo]

The router is fresh out of the box brand new.

I'm running out of time I have to leave the house at three, so I can't hang on much longer.

[Mandisa-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

[eskijo]

No nothing 

[Mandisa-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[eskijo]

Ok

[Mandisa-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[Mandisa-TT]

I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use WiFi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

While you haven't reported a dropping connection issue it's possible this is causing the problem you've experienced - so I'll need to work on fixing this first. I can then check if it also solves the problem you've reported.

[eskijo]

No only quick reset when needed.