For the past few weeks my internet has been dropping out regularly throughout the day. I was hoping this might be a temporary fault which would resolve itself but it hasn't.
On 10/03/2026 I ran a check through my connection and it identified an issue and said to contact support. This ended up being a very long, unhelpful online chat. I was asked to download an app, identify my socket, take the face plate off, plug everything back in, then send a photo. After being asked to take the faceplate off again, I gave up. In the middle of this, it was also suggested I upgrade my package. I just want the package I'm paying for to function. I'm working full time for the NHS from home and need reliable internet.
On 12/03/2026 I rang customer services to try again. This was dreadful. Another very long call—at one point the representative said he was going to do a factory reset on my router. I asked him not to do this before I had a chance to back up all my settings (I had MAC filters set up)—he went ahead and did it anyway, saying he had fixed the problem. When I was trying to explain this hadn't fixed the problem, that the internet was still dropping out and I now had a lot of work to do to reconfigure my router, he hung up.
I rang back to speak to a supervisor about this, who ran tests and suggested it was an internal problem with my equipment but also booked an engineer to come out the following day. The engineer said the tests performed the previous day had identified it was an external issue. He ran a further test which indicated the same and said I would be contacted to arrange an appointment for another engineer to call, although they may not need access to my home as it was an external issue.
Instead I got a text message saying 'good news! we've applied a solution' and if there was still a problem to contact support again. The internet is still dropping connection all the time. It's been hours of my time trying to get this resolved and nothing has changed.
