topic Re: Issues with drop out and speed in Broadband

Issues with drop out and speed

Niczx91 — Mon, 11 Mar 2024 08:07:49 GMT

Over the last few weeks my Internet has been constantly dropping out. If its not dropping out I am getting extremely low download speeds of around 0.3-1mbps. There has been alot of work in my local area, installing fibre. However, I'm still paying the same price for the same service and currently not receiving what i signed up to.
I have tried texting the help number but for some reason my mobile number isn't recognised with my account even though its definitely on my account information. I have broadband only so can't reply with a landline number. I don't have the time to call the helpline and sit around for ages on the phone with someone who doesn't understand what I'm saying. So here I am, can anyone help me on here?

Thank you.

Re: Issues with drop out and speed

Dan_the_Van — Mon, 11 Mar 2024 09:04:55 GMT

@Niczx91

You could try this link to report your issue https://faults.plus.net/

HTH

Re: Issues with drop out and speed

adamwalker — Mon, 11 Mar 2024 13:27:25 GMT

Hi @Niczx91

I'm sorry about the connection problems.

Tests on your connection show signs of a fault (high resistance cable fault)

So we need to arrange an engineer visit with you to get that fixed.

We can book those in the following timeslots:

Monday to Friday:

AM = 08:00 - 13:00

PM = 13:00 - 18:00

Re: Issues with drop out and speed

Niczx91 — Mon, 11 Mar 2024 20:16:06 GMT

Thank for the reply.
If possible could I book an engineer visit for a pm slot.

Re: Issues with drop out and speed

adamwalker — Tue, 12 Mar 2024 15:12:59 GMT

Thanks a lot, that's been booked in for the PM slot on the 14th.

I'll make sure we follow things up with you after the visit as soon as we can.

Adam