Can I request a profile reset please?
Thanks for raising the fault Dean.
I've added a reply to your fault ticket which you can view from Here however for visibility in case anyone on here have any ideas or can help, what I've done is order you a new router to try to narrow down where the issue lies.
While not always indicative of a router fault, our records are showing your connection dropping due to "User Request" so before we go down the route of an engineer visit I'd like to rule out the issue to be with your TP Link router/settings even though I understand you've tried two, and any internal wiring to be the cause for the issue.
Your new router will come with a new microfilter and should arrive within the next few days.
Once you've received it could you connect it into the test socket as explained Here please? I'd also recommend letting us know over here when you've done this as we'll need to reset your line to remove the speed restrictions applied automatically, then you'll need to monitor things and see how they go.
If this resolves the issue then we'll need to put things back how they were one at a time to try to figure out what was causing the problem. If you are however still experiencing connection issues, following the above steps we'd need to arrange an engineer to investigate this so I'd recommend replying to the ticket with your availability and we'll get it booked in.
Let us know how it goes. Hope this helps.
Hello @Slay,
Looking at your connection it definitely seems better, other than one drop this morning it has been stable for the last 3 days. I would advise to keep a close eye on it and get back to us if the drops reoccur and we will investigate this further for you.
I have made some remote changes to the settings on your line which has increased your speed, which you should notice the difference within the next 4 hours. Get back to us if anything changes.
Hi Dean,
Thank you for letting us know how you're getting on, I'm sorry for any inconvenience that the connection issues have caused you.
It sounds like things have settled down at the moment, the current level of drops is within the expected range. We consider anything up to three drops in 24 hours or six drops in 72 hours to be normal broadband behaviour. Please let us know if the drops become more frequent than this or if you experience any other problems with your connection.
Regards,
Emily
