09-07-2018 08:44 PM - edited 09-07-2018 08:45 PM
Last year i had issues where i'd receive "No Sync" errors constantly. A new router was provided and two engineer visits eventually resolved the issue.
This week I've noticed we've begun to have a repeat of this issue, as well as a general slow-down of the service you provide, see image attached.
Please get in touch so that we can resolve this matter quickly.
I've linked our original complaint below for your reference:
on 25-07-2018 09:31 AM
The engineer has come and is unable to find fault with the line.
Please sent out a replacement not refurbished router to potentially resolve this.
We are still experiencing less than 30mbps here
21-07-2018 08:51 PM - edited 21-07-2018 08:58 PM
In the time since I last posted we have had intermitttent and often completely unreliable internet connection, always with the "no sync" error. This is not the service I expect from a provider who I pay monthy.
I expect to be compensated as I am paying for a service that I am not receiving.
The above is a screengrab of my contract, stating what service i SHOULD be receiving. I need this dealt with promptly, I work from home and this is starting to effect that, which is not acceptable in any way, shape or form.
I have started a monitoring service and will be measuring the average speed regularly. I've also seen that I am not the only customer experiencing this exact issue and reporting poor quality of service.
on 16-07-2018 08:22 AM
These can change quickly, so it is difficult for us to confirm a day as by the time you reply the slots may have gone.
Appointments are usually Mon - Fri AM (8-1) or PM(1-6).
If you can give a couple of days you are free for an appointment starting 48hrs from now, I can request these for you.
on 10-07-2018 08:16 AM
Can you borrow a handset to check if there is a dial tone so we can log the fault correctly. If openreach send the wrong engineer they can charge you and this will also cause a delay to any resolution.
on 10-07-2018 07:14 AM
I'm sorry to hear this. I've run a test on the line which has detected a potential fault and the connection looks unstable.
Just to confirm, are you also experiencing any issues with the voice service such as noise on the line or no dial tone?