on 26-04-2021 07:25 PM
Hello I'm looking for some help.
For about a month we have been experiencing regular internet disconnections (about 10x per day).
In addition our devices are regularly 'losing' each other on the network. e.g iPhone can no longer see Sonos speakers or Valiant Heating Hub.
Finally, today someone rang on the land line and as soon as the phone rang I lost internet connection in the middle of a VC.
Thanks in advance
on 25-05-2021 08:24 AM
I'm really sorry to hear this.
I've checked the connection stats and I can see re connections on the line but the line test is clear.
If the connection is still dropping with the replacement router at the test socket then the only option we have is to arrange another Openreach engineer visit.
on 24-05-2021 03:33 PM
We had an engineer on Friday who was very thorough checking everything inside and outside the property. He found no issues with the line at all.
I now have a new router connected directly into the sole entry point into the house with an excellent line into the property and I am still getting dropouts, especially this afternoon.
What is the next step?
on 20-05-2021 11:10 AM
on 18-05-2021 03:44 PM
I'll send you a PM to confirm some details.
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
on 18-05-2021 07:11 AM
I'm sorry to hear this and I will take another look now. I've re-run the line test which is still clear. If the connection is still unstable at the test socket with 2 different routers, microfilters and cables then the next step will be to arrange an engineer visit to the property. Would you like to go ahead with this and we can confirm some details with you?
on 07-05-2021 11:06 AM
Thanks for the update and I will pass your feedback on. Please let us know how the stability compares now that the microfilter, router and phone are connected at the test socket.
on 07-05-2021 10:45 AM
Thanks Michelle, that helps a lot. I've removed the faceplate and connected to the test socket via a micro filter.
Can I just point out that calling that a test socket is not very good terminology for the lay-person.
Perhaps "plugging in to the internal socket behind the faceplate"?
on 07-05-2021 09:29 AM
07-05-2021 09:05 AM - edited 07-05-2021 09:08 AM
That's the primary one. The wifi and the phone connections combine in the face plate and there is a male connector from the back of the face plate that connects there.
Unless I'm missing something? Previous sockets I've had have two female connectors when you remove the faceplate.
As I see it the faceplate is acting as the microfilter and that socket is the one that is in use all the time
on 07-05-2021 07:26 AM
on 05-05-2021 11:39 AM
on 05-05-2021 11:21 AM
Hi Debbie, there are no wired connections - everything is wireless and all drops out simultaneously (we get the orange flashing lights on the front of the router)
I don't appear to have a test socket. The socket is a Master Socket 5C and it has an Openreach mk4 face panel on it with separate plugs for wifi and landline. There are no test socket behind the face panel
on 04-05-2021 10:56 AM
I'm really sorry to hear this.
I've completed another line test which hasn't detected any faults but I can see re connections on the line.
Are wired connections also dropping? Is the router at the test socket at the moment?
on 29-04-2021 07:14 AM