internet speed dropped

[Tweetlebeetle]

I've been having slower internet connection than usual. Testing says 10-20 mbps, minimum guaranteed is 40, I usually get 60. Also having drop outs a couple of times a day. I ran a connection test on Fri 9 May. It showed an issue and said to contact team, but the "contact" button isn't doing anything. Also got email and SMS saying I'd get a message with instructions, but have received nothing. I re-ran the connection test today, same thing is happening (button not working, email and SMS, but no further instructions). Can anyone advise on what to do next? Thanks. 

[Tweetlebeetle]

No thanks. Have a good day!

[sabelo-TT]

Pleasure. While I still have you on the forum, would there be anything else you would like for me to further assist you with apart from what we have discussed today?

[Tweetlebeetle]

That will be great, thank you.

[sabelo-TT]

Meaning, the engineer I have arranged will heed directly to your local exchange as I have detected the fault from there within the next 24-72working hours notify you of this via text using the mobile number registered to your account, including making you aware once the issue has successfully been resolved for you. 🙂 

[Tweetlebeetle]

yes, thanks

[sabelo-TT]

@Tweetlebeetle, I can confirm that after investigation on my end on your line, I noticed that there is currently a line fault which will need the intervention of an engineer and can be able to arrange this for you. 

Before continuing, I will be booking an Openreach engineer to investigate any issues within the network that may be affecting your service. 

- The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

- If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

- If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

- Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?

[Tweetlebeetle]

ok, done

[sabelo-TT]

@Tweetlebeetle, thank you for this as I have concluded with checking your test so, please reattach your faceplate back onto the master socket. 

[Tweetlebeetle]

ok. nothing is plugged into the test socket. is that correct?

[sabelo-TT]

Thank you for this. 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.

[Tweetlebeetle]

that is done

[sabelo-TT]

Perfect! @Tweetlebeetle as I am still available. I would like for you to do the following on your master socket:

1) I'll now need you to remove the faceplate from your master socket. Remove anything connected to the phone socket. Remove the front cover by pressing the clips on the either side of the cover and gently pull the plate towards you. 

2) With the front cover open, the Test socket can be seen at the "centre top" of the back plate. 

Kindly confirm with feedback once done. 

[Tweetlebeetle]

Hi Sabelo, I'm available for a few checks now. Shall I proceed with removing the front panel and location the test socket?

[sabelo-TT]

That's just perfect. I will further discuss the steps I would like for you to conduct to your master socket once available. 🙂 

[Tweetlebeetle]

I should have time between 2.30 and 3.30 UK time. I'll send a message in the chat when I'm free.

[sabelo-TT]

Around what time will you be at home after your meeting @Tweetlebeetle? 

[Tweetlebeetle]

Good morning. I have 10 min now before I have a work meeting. If we can progress a few steps in that time, great. Or else will need to be later in the day?

[sabelo-TT]

@Tweetlebeetle, yes as I am still here with you. Shall I continue on my end? 🙂 

[Tweetlebeetle]

Good morning, is anyone from Support Team available to resume these checks please?

[sabelo-TT]

Not a problem. What I will do is save our checks so that you will not repeat yourself all over again. 🙂