Well it’s a few months on from the last series of issues, that end up (inevitably) being solved by a new router.
I’ve got an HG633 router. Needs turning off and on again every 30-40 days in order to maintain speed and stable connection. At times, if slow speed and loss of connection there is no red internet light and router stats always show no issue. However problem is intermittent- few sounds at a time.
New face plate 6 months ago.
I am getting used to this now, so please could you send out another router ‘for testing’
Do you have another router you could test with? Failing that, can you confirm that this persists when connected at the test socket and you are not aware of any noise issues on the voice side?
Subject to that I have flagged this up to the OCE, they won't be back online until Monday though.
I plugged the new router in last night after the connection had been intermittent all day (red light). This morning there was no internet (red light then cycling through restart over and over). I did all the trouble shooting, restart and test socket. I reported the fault via live chat who referred to open reach for engineer ( no access to house needed). I got a text saying all fixed, but this lasted only about an hour.
I spent NINETY MINUTES on live chat going through pointless requests and repeatedly asked the same questions before being cut off. I reluctantly started another live chat to be advised an engineer had been booked to deal with the problem at the exchange. However the status check on the website said they were aware of an issue but needed me to access live chat!? Which I never, ever want to do again!
please could you confirm an openreach engineer is dealing with this. Live chat did confirm but info in my account conflicts with this.
I can’t believe this. I reported a fault yesterday at 8am, which was referred to openreach - who said it was resolved; but it was not. I informed via text and live chat that issue remained. I was assured at 2pm yesterday AND about 2 hours ago, that an openreach engineer was working on it at the exchange. In the meantime I have no phone or internet. Please arrange an engineer urgently
Thank you. The line test is still detecting a possible fault so I have escalated this back over to Openreach to be investigated by a line engineer.
We should receive further updates within the next 48hrs.
Ok, thank you.
Could you check on something else please. Last week I received an email stating if I renew contract for 24 months I’d get fibre with speed boost and a new WiFi router for £22.45. My account has extended the end date of my contract but I have received no email or letters re anything else. Could you check on this and delivery of new WiFi hub? Thanks
the openreach engineer visited my house yesterday, he established the issue was due to the telegraph pole junction box - showing me a photo of a block of ice all around the wires. He has stabilised my connection this morning at 10am - which is now syncing to the router at 56mbps. This is 10mbps below contract minimum. He acknowledged this, and said this will not improve until work carried out on the pole is completed.
I now have a functioning phone and internet, but speeds are not to contract minimum sync and that has been the case for over 48 hour and likely to continue.
I have also had a none functioning service for 36 hours, where I was forced to use expensive 4g mobile data. Please advise re what compensation you intend to make.
Please also advise re previous query re new contract and Wi-Fi hub.
Thanks for the update, What speeds are you seeing?
I have requested a Wifi Hub to be sent out, It should be with you in a few days.
In relation to compensation, you will need to follow our official complaints process to discuss it with a manager.
Hope that helps.