The previous engineer has left notes to advise the following:
There was a fault with the end customer's equipment / mis-operation. The fault was resolved by an advice given to the customer. Engineer has visited end customer premises. Customer's modem / router is not plugged into the NTE master socket.
Have you made any changes internally since the engineer visit? Do you still have the HG633 router we previously sent?
Thanks for your reply.
Would it be possible to swap the router to the HG633 for 48hrs? If you are still experiencing this fault following this then we will need to arrange another engineer visit.