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Recurring fault on fault tracker

Sam2135
Team Player
Message 27 of 27

Hi,

The line check in service centre finds a fault every few days and then it disappears, however fault returns.

 

My internet cuts out sometimes only for a split second it seems, sometimes for a few minutes.

 

In general in the last month it has been a less stable then it ever has.

 

Thanks

Sam Williams
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26 REPLIES 26

Message 1 of 27

Hi Sam

 

No problem 🙂

 

We will keep you updated.

 

Thanks

 

Debbie

Sam2135
Team Player
Message 2 of 27

thats great thank you for the update

 

Sam

Sam Williams

Message 3 of 27

Hi Sam

 

The fault has been assigned to a line engineer this morning so we should hopefully have additional updates later this afternoon.

 

Thanks

 

Debbie

Message 4 of 27

Hi Sam

 

Apologies for this.

 

I have passed this straight over to Openreach to be investigated by a line engineer. We should receive further updates from Openreach within the next 48-72hrs.

 

I will continue to monitor for further updates.

 

Thanks

 

Debbie

Sam2135
Team Player
Message 5 of 27

Hi,

 

Me again, recieved the package in less than 24 hours so thanks for that.

 

I have had the router in for the last day or so however still getting the same half speeds with some instability.

 

I have used the new router cables and filter from the test socket.

 

Also tested the speeds with just one wireless device and one wired device seperately on the new setup and still same speed.

 

Thanks

 

Sam

 

 

Sam Williams
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Message 6 of 27

Hi Sam2135

 

Thanks for your reply.

 

The router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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Sam2135
Team Player
Message 7 of 27

oh yes thats correct.

 

Many thanks

Sam Williams

Message 8 of 27

Hi Sam2135

 

I will send the router to the address linked to the telephone number in your Community Profile. Will this be ok?

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Sam2135
Team Player
Message 9 of 27

you have my address? 😁

Sam Williams
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Sam2135
Team Player
Message 10 of 27

Hi,

 

Yes can I try the Sagemcom Hub then please.

 

Thanks

Sam Williams
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Message 11 of 27

Hi Sam2135

 

I can send a Sagemcom hub or a Huawei WIFI hub and this will be boxed with new cables and filter.

 

Thanks

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Sam2135
Team Player
Message 12 of 27

hi, 

I am up for trying a replacement router will it come boxed with new cable and filters?

 

Also  will it be the same super router or whatever it is I have now?

 

Many Thanks for your help

Sam Williams
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Message 13 of 27

Hi Sam2135

 

Thanks for your reply.

 

Would you like me to send a replacement router for testing first?

 

The next step following this will be an Openreach engineer visit to the property.

 

Thanks

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Sam2135
Team Player
Message 14 of 27

hi,

 

it is connected to the test socket and has been since yesterday.

 

thanks

Sam Williams
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Message 15 of 27

Hi Sam2135

 

I'm really sorry to hear this.

 

The line test is detecting a potential fault towards the property.

 

Is the router currently connected at the test socket?

 

Thanks

 

Debbie

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ferguson
Community Star
Message 16 of 27

OK cool, as I said let's see what the support team have to say. 

Message 17 of 27

no, we dont use the phone a lot but when it is used i havent noticed it effect the internet and its not that causing the disconnects that i get from what i can see.

 

Dial tone is normal and no noticable noise on the line.

 

Cheers

Sam Williams
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ferguson
Community Star
Message 18 of 27

I should also have asked: are there any issues on the voice side at all, such as noise on the line?

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ferguson
Community Star
Message 19 of 27

OK, thanks for testing. Please await further advice from the support team when they are back online from Monday.

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Message 20 of 27

yes it does, thank you.

it has not impacted on the issue though unfortunately.

Sam Williams
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