Connection Drops and Slow Speeds

[amiiegee]

For the last few days I have had issues with complete loss of internet connection (router flashing amber) and slow speeds, the speeds i am getting to all devices are almost half of what i usually get / what i am supposed to be getting as per my contract. I used to get 70-75mbps now i am getting 30 and below sometimes as low as 2. I spoke to live chat who sent me a new router to try which I have had set up today but the issues are still the exact same as I was having with the old router.  Any ideas of what my next steps could be?  The wires etc that supply the connection haven’t been touched since before I moved here in 2017 so not sure if there quality is great?

[Anonymous]

I'm sorry to hear that and hopefully we'll know more soon.

Thanks

Michelle

[amiiegee]

Will do!  Fingers crossed because it’s a lot worse this morning than it had been the previous days and is costing me unpaid time off work 😞 

[Anonymous]

Yes please. Hopefully it won't take Openreach too long to rectify the fault but we'll keep you updated.

Michelle 🙂

[amiiegee]

Perfect, thank you Michelle. I look forward to hearing back- should i leave the new router connected for now?

[Anonymous]

Hello again,

Ok, no problem. I've raised this straight over to Openreach now to complete an external line investigation as the line test is still detecting a potential copper line fault. We'll check the fault in a few hours to see if we've received an update back.

Thanks

Michelle

[amiiegee]

Good Morning, Michelle. 

Apologies but I don’t use the landline (never have) so I wouldn’t be able to check unfortunately. It’s currently got no internet connection which is the longest it’s been down. It’s really starting to concern me as i work from home and lose money if I can’t work due to things like internet. 

[Anonymous]

Good morning,

I'm sorry to hear this. I've run a test on the line now which has detected a potential fault. Can I just confirm, are you experiencing any issues with the voice service such as noise on the line or no dial tone please?

Thanks

Michelle