topic Re: Connection dropping, unable report the fault in Broadband

Re: Connection dropping, unable report the fault

massiF — Wed, 08 Sep 2021 08:15:31 GMT

Hello,

im experiencing the same issue, the internet connection keeps dropping (not the Wi-Fi signal), every half an hour or so, just for a few minutes, but enough to be very annoying when working from home. I had the same problem a few months ago and then magically disappeared. What should I do? Should I report the fault?

Re: Connection dropping, unable report the fault

jab1 — Wed, 08 Sep 2021 08:19:29 GMT

@massiF Yes, you should report a fault - but in a a new topic - 'piggy-backing' another posters topic can lead to confusion, and make it hard to help.

Re: Connection dropping, unable report the fault

dvorak — Wed, 08 Sep 2021 08:38:27 GMT

Moderators Note

Post split into new topic for better visibility and to help staff

Re: Connection dropping, unable report the fault

adam945 — Wed, 08 Sep 2021 14:24:02 GMT

Hello @massiF

Thanks a lot for reaching out and I'm really sorry to hear about the issues that you're having with your Broadband connection. Testing you line has shown that there's a potential issue with the network, however a KBD also indicates that the problem is within the customer domain. Going forward, please can you go through out Troubleshooting Guide to see if you're able to rectify this sooner.

While testing, if you can, please remove the faceplate from your master socket, and connect your router directly into the test socket which lies behind it. Avoid using any extension cables / sockets as well.:)

If the issue persists, head across to faults.plus.net and raise this with our Technical Support Team. In the Additional Notes section, pop in some dates and times that you'd be available for an engineer visit. Openreach engineer appointments are generally from Monday - Friday, AM and PM slots.