on 07-01-2022 12:37 PM
Sounds similar to this thread.
Fibre 150 was installed on the 5/01/2022 by Openreach, who did need to provision a new line (to a different pole than planned) due to our extension.
Since then the DSL light on the Openreach mt992 modem has gone out every 20-30 minutes for about 1-2 minutes consistently. Resulting in no internet. When the connection is working it performs well at 120Mbps.
I have tried contacting first-line support but have just gone around in insane circles. REP-10754663
End-user devices have been checked. The issue occurs on ethernet and wifi.
Seems highly likely to be an external issue unless the modem is faulty. Please escalate this case asap, connection is needed for WFH and interviews.
on 13-01-2022 12:04 PM
I'm sorry to hear that the engineer can't improve your speed. If you're thinking of leaving could you contact our Loyalty Team, they will be able to discuss this with you.
on 13-01-2022 11:21 AM
OR came today, but said it's physically impossible to resolve the issue. The line (front and back) is far too long for g.fast 300m+, said we need a cease and the only option is fttc 80/20. We would rather just go with virgin media for 100Mbps +, so can we please get a cancellation and refund, as the service has not been useable.
OR said he spoke with TTB and gave REP10773849 as a reference. Hope that helps.
Thanks for all your help.
on 12-01-2022 02:31 PM
on 12-01-2022 11:22 AM
on 12-01-2022 10:39 AM
Doesn't match up with what he was saying in person. He told us the front line was too long, should have been installed (by himself) at the back.
SFI? Or just regular? I think this chap is out of his depth.
Ok please get us booked in asap, all availability, WFH etc ...
on 12-01-2022 10:29 AM
The notes basically say that tests passed, no fault found. I'm sorry about this but if the connection is still dropping we'll need to arrange another engineer visit
on 12-01-2022 07:41 AM
on 11-01-2022 03:20 PM
on 11-01-2022 02:11 PM
Openreach came today but was unable to resolve the issue. It was the same engineer that installed the line.
Spoke to him at the pole and he said the issue is that he installed the line at the front, rather than at the back which had been disconnected, as he didn't want to go on the roof? Now says the front line is not as stable I think.
He did say he'd update us before he went but never did. Do you have the engineer notes through?
on 10-01-2022 01:21 PM
Thanks for confirming your details.
I have arranged the engineer visit for 11/01 AM (8am - 1pm)
Please let us know how you get on following this visit.
on 10-01-2022 08:57 AM
on 09-01-2022 09:15 PM
No luck over the weekend, still very unstable, modem dsl light goes out every 20-30 minutes.
Please arrange an engineer visit. WFH so asap, any availability.
on 07-01-2022 03:12 PM
If you've not got a micro-filter then could you just see how it goes over the weekend with the modem connected to the faceplate, and we'll see if the connection stabalises. If it doesn't then we can arrange an engineer visit
on 07-01-2022 01:56 PM
Thanks. Could you try connecting the router to the test socket and leave it there over the weekend. If the disconnections continue we'll need to arrange and engineer visit
on 07-01-2022 01:28 PM