Poor connection

[Mervyn65]

On Monday I reported an issue with our broadband. We are experiencing poor speeds and constant dropping out. A case was raised REP -16133791 - but we are still experiencing problems and I am unable to get updates on the status of the issue. Please can somebody help.

[nambuso-TT]

That is why I need to run checks so that we can find the reason for that.

[Mervyn65]

It has now gone from slow speeds to actually no Internet at all. Can you explain please

[nambuso-TT]

In your original message you mentioned that you were experiencing slow speeds and dropping connection, the outcome was you need to see available packages with higher speeds. You are stating that the issue that you are unable to access the internet at all. Please confirm if you would like me to check the reason for that. Thanks

[Mervyn65]

I still don't understand as we do not now have any Internet connection. 

[nambuso-TT]

So is it okay for me to run no internet connection for you since we were running slow speeds?

[Mervyn65]

Sorry but I don't think you understand. We actually don't now have any Internet connection at all. Until Monday we did not have a problem. 

[nambuso-TT]

I do understand and I am very sorry for the inconvenience caused so in this case how would you like to proceed as our checks reveals that in order to fix this issue you can take a package with higher speeds. Thanks

[Mervyn65]

We actually have no Internet now so the problem is more than just slow speeds

[nambuso-TT]

Full fibre has higher speeds. We can check the available deals for you.

[Mervyn65]

I don’t understand as until this week our speeds appeared to be ok, so why the change and how much extra will this upgrade cost us and how do we know it will improve our service

[nambuso-TT]

Our tests show that you may experience some problems due to the speed of your current service. I can see a Full Fibre service is available that would improve the reliability of your service. I would recommend an upgrade to our Fibre 65 service, along with Total Home WiFi to ensure good WiFi coverage in your home. This service provides boosters that extend your WiFi coverage throughout your home.

[nambuso-TT]

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service. The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

[Mervyn65]

All over the house 

[nambuso-TT]

Okay thanks for letting me know, we will continue with checks now. Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[Mervyn65]

Yes - it is just that the internet is very very slow 

[nambuso-TT]

Hi there @Mervyn65. Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[Gliwmaeden2]

@Mervyn65, staff hours are Monday to Friday, c 8am - 6pm.

Please check back during the day. 

[Mervyn65]

Are you still working on it

[nambuso-TT]

Okay then we will continue with checks then. Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[Mervyn65]

The broadband still appears slow though