Get expert support with your Fibre connection.
on 06-06-2024 09:23 AM
My connection is once again dropping multiple times a day and if it manages to reconnect, I'm getting speeds of around 0.5mbps down.
The phone seems to work fine (not great but it never is).
The problems started about a week ago and today the connection has been down several times already and on one occasion it was over half an hour before it could reconnect.
I've checked all of the cables and reset the router, even swapped several bits out to see if it helped, which it did not. It's currently connected directly to the test socket and that has made no difference to stability or speed.
on 04-07-2024 06:43 AM
on 01-07-2024 06:40 AM
Good morning,
I'm glad to hear this 🙂 We'll check back in with you in a few days just to check how the stability has been.
Thanks
Michelle
on 29-06-2024 02:34 PM
The engineer came out and did some tests, then he went off to find the fault on the line.
I never heard back from him but we've had no disconnects in the last 3 days so hopefully it's sorted.
on 25-06-2024 02:05 PM
I've booked the first available appointment - June 26 2024, AM - please let us know how you get on
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 25-06-2024 01:44 PM
OK, I'll book the engineer now and get back to you with the details
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 25-06-2024 01:07 PM
Yes that's fine. I accept.
on 25-06-2024 09:22 AM
Hi Ryoma2040,
Could you confirm that you accept potential engineer charges - Engineers charges - and I'll book he engineer for you. We can usually get a next working day appointment so are you available tomorrow if there's an appointment slot available?
Thanks
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 24-06-2024 04:19 PM
I've only tested with the two routers that I have and everything is still in the test socket.
It's now back up to 4.1mbps but probably won't stay there.
I'm happy to have the engineer visit any time or any day except this Friday.
on 24-06-2024 01:04 PM
Hi again,
Thanks for confirming. The line test is detecting a potential fault towards the property. Would you like to go ahead with an engineer visit to the property? Have you recently tested with a different router at the test socket? Please can you confirm acceptance of possible time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we'll book this visit for you.
Thanks
Michelle
on 24-06-2024 12:59 PM
No, I've not seen an engineer since Thursday.
on 24-06-2024 12:58 PM
Good afternoon,
I'm sorry to hear this. Are the engineers still working outside? If all testing has been completed at the test socket with 2 different routers then the next step will be to arrange an engineer visit to the property.
Michelle
on 24-06-2024 12:50 PM
Everything was fine as far as I could tell until this morning. The internet has disconnected several times, on one occasion being off for 30 minutes. Now I'm back to sub-1mbps down.
on 20-06-2024 03:13 PM
Hi Ryoma2040,
Thanks for the update, please let us know if you experience any further problems
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 20-06-2024 02:39 PM
Yes, I haven't touched it since the engineer was here.
There are currently 3 engineers working on the line just down the road but I'm not sure what they're doing.
My connection has been more or less back to normal since I turned the router off for 30 minutes.
on 19-06-2024 09:21 AM
Morning,
I've re-checked your connection stats now and the line test is detecting a potential fault towards the property. Can I just confirm if the router is still connected to the test socket at the moment please?
Michelle
on 18-06-2024 12:44 PM
Thanks for confirming. I'll check back in with you tomorrow to see how the stability looks then. If it is still dropping then the next step will be to arrange an engineer visit to the property.
Thanks
Michelle
on 18-06-2024 10:39 AM
It does appear to be more or less back to normal speeds now.
I suppose I'll have to wait and see if it still disconnects throughout the day.
on 18-06-2024 09:58 AM
Great, thank you.
Michelle
on 18-06-2024 09:57 AM
I will try that now.
I'll turn it back on at 10:30.
on 18-06-2024 09:53 AM
Hi,
Ok, could you try powering down the router for a full 30 minutes and then try another speed test please as this will reset the current session. If there is no improvement and you've tested with 2 different routers at the test socket, then the next step will be to arrange an engineer visit to the property.
Thanks
Michelle