Broadband seems to be inactive?

[#1]

Hi

My friend hasn't used her internet for months (still paying the bills though), but on attempting to use it now is only able to achieve 0.25mb downloads and uploads on both wired and wireless.  Could someone cast an eye over the line please. 

Postal Code: TW152QE

Thanks

[#2]

They'll need "username".

[#3]

Username: [Removed]

Moderator's note by Mike (Mav): Personal information removed from a public forum (to an area that staff can see).

[#4 · Accepted solution]

Thanks for your post @Bluesplayer 

I'm sorry to see your friend's having problems with their connection.

I'm investigating this and I'll contact them within the next 24 hours.

[#5]

Her internet seems to be up and running again now

Thanks for the help.

[#6]

Awesome. Glad to see that.

[#7]

The apparent fix was a bit short lived.  Seems she is losing the signal a lot of the time. Becoming worse by the looks of it.

[#8]

Seems to be a lot better today for some reason.  Less disconnects.  

[#9]

I shouldn't have said anything.  Disconnects now!

[#10]

I’m sorry for the continued issues. I’ve spoken with your friend and I plan to follow things up with her on Monday next week.