FIbre Support

Get expert support with your Fibre connection.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Connection check

Wigless148
Team Player
Message 31 of 31

Is anyone available to run a line check please? Our broadband has started dropping out again, as has been reported (and resolved) on here a couple of times in the last 6-8 months. It's dropped off 3 or 4 times this morning, staying off for 5 minutes or so each time.

 Thanks in advance

Ged, not an expert, but got a little bit of knowledge ?
0 Likes
30 REPLIES 30

Message 1 of 31

Hi Ged,

 

I've booked the engineer for tomorrow afternoon (December 24 2021, PM) - please let us know how you get on


Chris

0 Likes

Message 2 of 31

Hi Chris,

  Yes I accept the potential charges.

 I work shifts so my availability varies from week to week. I'm available pm tomorrow (23rd) both am and pm on the 24th, I'm available all day every day next week.

Ged, not an expert, but got a little bit of knowledge ?
0 Likes

Message 3 of 31

Hi Ged,

 

If you'd like us to arrange the engineer visit can you confirm:


  • That you accept potential Engineers charges

  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also sent you a PM to confirm some other details


Thanks

Chris

0 Likes

Message 4 of 31

Hi Karl,

  Yes please.

Regards,

   Ged

 

Ged, not an expert, but got a little bit of knowledge ?
0 Likes

Message 5 of 31

Hi

 

The test is showing a potential issue.

 

Do you want to progress to an engineer ?

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

0 Likes

Wigless148
Team Player
Message 6 of 31

Good afternoon, connection dropping constantly last night, and today, an openreach engineer installed a new line next door yesterday, maybe he disturbed something in the connection box on the telegraph pole 

Ged, not an expert, but got a little bit of knowledge ?
0 Likes

Message 7 of 31

Hi Ged

 

Further information in regards to engineer charges can be found here Engineer charges

 

Thanks

 

Debbie

0 Likes

Message 8 of 31

Out of interest, what are the charges?

 Regards,

  Ged

Ged, not an expert, but got a little bit of knowledge ?
0 Likes

Message 9 of 31

Hi Ged

 

Thanks for your reply.

 

Just to advise, if the engineer finds the fault to be with the master socket then engineer charges can be applied.

 

If the fault is at the pole (Openreach maintained equipment) then no charges should be applied.

0 Likes

Message 10 of 31

No, a friend (a telecoms engineer) installed the box when we moved in to the property, about 6 years ago, it's on top on an enclosed fridge freezer, so it's high up, out of the way.

 Regards 

 Ged

 

Ged, not an expert, but got a little bit of knowledge ?
0 Likes

Message 11 of 31

Hi Ged

 

Was the master socket never connected to the wall?

0 Likes

Message 12 of 31

Hi Debbie,

 If that's the next step then yes please.

 Regards 

  Ged

 

Ged, not an expert, but got a little bit of knowledge ?
0 Likes

Message 13 of 31

Screenshot_20211221-074541_Gallery.jpg

Screenshot_20211221-074537_Gallery.jpg

  photos for reference

Ged, not an expert, but got a little bit of knowledge ?
0 Likes

Message 14 of 31

Hi Ged

 

Ok  no problem. Would you like me to arrange the engineer visit so they can investigate further?

0 Likes

Message 15 of 31

Morning Debbie,

  It's dropped out a couple of times this morning also.

 The router is connected directly to the incoming connection (I've posted photos here before, I'll find them and repost them.) As I've said previously, this has only been an issue since contractors working for open reach have carried out upgrades at the telegraph pole.

 Regards,

   Ged

Ged, not an expert, but got a little bit of knowledge ?
0 Likes

Message 16 of 31

Hi Ged

 

Thanks for keeping us updated.

 

I've completed a further line test which is detecting a potential fault towards the property and I can see re connections on the line.

 

Is the router currently at the test socket? If the connection is still dropping with the replacement router at the test socket then the next step will be to arrange an Openreach engineer visit to the property.

 

Thanks

 

Debbie

0 Likes

Message 17 of 31

Hi Debbie, just a quick update. Internet connection seemed stable after the first blip after installing new router last Sunday (12/12/21). The connection dropped on Saturday night but reconnected after a few seconds, then it's dropped twice this evening (again, for a minute, maybe less). Will keep you updated.

 Ged

Ged, not an expert, but got a little bit of knowledge ?
0 Likes

Message 18 of 31

Hi Ged

 

Thank you for keeping us updated, please let us know how you get on.

 

Debbie

0 Likes

Message 19 of 31

Hi Debbie,

Router arrived Sunday, installed it yesterday. Connection dropped 10 minutes ago, will keep and eye on it and see if any other instances and report back.

  Ged

Ged, not an expert, but got a little bit of knowledge ?

Message 20 of 31

Hi Wigless148

 

The router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

0 Likes