No progress ticket no 126349439

[#1]

As there is no fault currently open on your account, our faults team have not looked at this. Anoush has offered to report the fault for you, however he needs to know the answers to the questions so he can do this.

[#2]

Please read message number 12!!!!

[#3]

Chris

Please ring me on my contact numbers.

Thank you.

[#4]

Hello. I'll raise the fault ticket tomorrow morning and will work the fault, aim to be in touch by email tomorrow afternoon.
You can still try the router in your test socket (you'd need to use a microfilter, though). This would rule out the engineer charge should the fault lie with your internal wiring.

[#5]

Please read message 13!

[#6]

The SSFP socket you have, is it one with the DSL port at the top and the phone port at the bottom, or are they side by side? If it's the former, it would have a test socket underneath the bottom half of the faceplate.

[#7]

Modem socket at 12 o'clock . Test socket at 5 o'clock. I'm assured that the test socket is for the phone only 

[#8]

As per my previous post, you can plug both your phone and router into that test socket using a microfilter.

[#9]

I've now done what you've advised, even though the socket has its own built in filter.

[#10]

Thanks. With the faceplate removed, your internal wiring and extension sockets (if any) are disconnected. Thus narrowing down where the issue may lie. I'll provide an update tomorrow via your account.

[#11]

😀

[#12]

Just to echo here what's been discussed on your account. The connection appears to be stable in your test socket so I will monitor it myself over the next 24-48 hours to see if it remains that way.

[#13]

Thank you very much.

I've now removed the wires from the test socket if that's ok.

[#14]

You were supposed to leave your modem plugged onto the test socket for 48 hours

[#15]

I'll reconnect it then!