More frequent disconnections recently

[jamieburchell]

I've noticed that my internet connection is dropping more frequently than usual. It seems to have coincided with neighbours getting full fibre but may be a coincidence (or a sinister push towards selling it to me). Can someone please check?

Thanks

Jamie

[amahle-TT]

Noted, we are sorry for any inconvenience caused, is there anything else you would like me to assist you with at the moment?

[jamieburchell]

Yes, but as I said it's too late now because I'm having full fibre installed tomorrow.

I spoke with an Openreach engineer outside my property who said the reason my sync speed is low is there will be a High Resistance fault on the line caused by trees across the road, which may not have been picked up on your fault checker. So there appears to be a support gap for customers who experience the same type of fault. They are basically forced to answer irrelevant questions about WiFi coverage and jump through hoops to no avail, all the while the customer isn't to blame and a resolution is never found because of the refusal to send an engineer.

[amahle-TT]

Hi there, please confirm if you are still experiencing the issue?

[jamieburchell]

The replacement router eventually arrived, but it didn't improve the situation. Connected directly to the new filter you sent previously, in to the test socket.

Poor speed for weeks through no fault of my own, TT were unable to find the problem less do anything about it. Way under guaranteed speeds but this "guarantee" means nothing, no compensation can be had because of it.

It's too late to do anything about it now, the FTTP installation is Tuesday.

[jamieburchell]

Yes of course

[nomfezeko-TT]

I will check for the tracking number on my end as this will help us track the router. I will need to send a private message as we cannot discuss some important information publicly, is that okay with you?

-Fez. 

[jamieburchell]

I'm referring to the replacement router delivery. I'd like to know when it's going to arrive.

[nomfezeko-TT]

Hi @jamieburchell , we will have this checked for you, are you referring to the order tracking number?

-Fez. 

[jamieburchell]

Is there a tracking number for this delivery @sabelo-TT ?

[nomfezeko-TT]

Thank you for contacting us, should you need anything else, please feel welcome to reach out to us and we will be here to support you. Have yourself a lovely day. 

-Fez. 

[jamieburchell]

No, thank you.

[sabelo-TT]

Pleasure. Apart from what we have discussed, would there be anything else you would like for me to further assist you with today?

[jamieburchell]

Thank you. I won't need the returns bag - I only have my own router here.

[sabelo-TT]

@jamieburchell not a problem as I have just ordered the replacement router which will be delivered to you within the next 2-3working days. Should there be any delays with the delivery, this will take within 3-5working days for the equipment to be delivered to your home. 

In addition, I have included a returns bag for you to kindly return the router you have at your possession. 

[jamieburchell]

@sabelo-TT You think my router became faulty between 3am and 6am by itself?

Fine, send your router.

[sabelo-TT]

@jamieburchell, hello there. We can still go about the router replacement option as the engineer will not find any fault on your line. 

[jamieburchell]

Right, I have changed my mind. My line is unstable, I've had lots of resyncs this morning and I've had enough. I'm also paying for a service that I'm not getting. I refuse to believe there is no line problem - please send an engineer.

more errorserrors

speed

[sabelo-TT]

Not a problem @jamieburchell 🙂 

[jamieburchell]

Correct. I'll just wait until FTTP is installed.

Thanks.

[sabelo-TT]

I hear your concerns @jamieburchell, 

So, by saying this, you prefer me not sending over the replacement router. Correct?