Slow broadband cancellation fee rip off

[#1]

Hi
I hoped I've done this right as I struggled to find the text box .
Please could you check for me and this is the reason your in a technical support role and I'm here shouting at my phone as the pages are struggling to load up and not having a clue what I'm really doing lol

[#2]

@Jus, 

You've done that perfectly. That's all booked for you and confirmed for you and I've sent email confirming. I'll have a look after the slot to see what the outcome was. 

[#3]

Thankyou Joe.

Thanks again , you guys have been such help in this matter

[#4]

It's no problems @Jus. Fingers crossed after the visit it's all sorted, or at least we'll know more as to the cause. 

By the way if you can make sure your router is left plugged in and powered up until after we've got the issue resolved that would be great. 

[#5]

Yes fingers crossed we can at least find the cause of this .

Yes no problem , I'll leave it plugged in .
Not sure if you need to know this but every night since I've left it plugged in , when I get back in the evening the internet drops to .. 0.10.. ish (below 1mb ) so I have to turn it off and on again .
Not sure if this info helps in the investigation

[#6]

@Jus,

Ah okay that probably explains a few of the drops showing on the connection logs, but at the minute I can't really give an explanation as to why that's happening. I think it's probably best to wait now until after the visit, if that's okay?

[#7]

Yeah that's no problem ,
I've had to turn on and off once a night .
Sorry if that has messed up your report.

[#8]

Hi ,
My internet keeps dropping out .
Could you have a look into it please

[#9]

Hi @Jus,

Thanks getting back in touch with us.

After running a few tests on your telephone line and broadband service, there appears to be no external issue and your connection seems okay.I have included your connection log:

It appears there has only been one drop in the last 24hours. For now I would suggest desisting from turning the router on and off as this will cause the line stability issues @JOLO previously mentioned. Could you follow the instructions here and let us know how you get on after 72 hours.

Thank you.

[#10]

Hi ,

The last few days my internet keeps dropping out ?
Would you be able to help with this please ?

[#11]

Hi Jus,

Thanks for getting in touch, I'm sorry to hear that you're experiencing drops again - I've checked your connection and can see that our records tally up and also show drops.

I've tested the line and there are no external faults present (or being detected at least). With this in mind, I'd recommend getting back into the test socket if you're not already in there and then raising a fault here so that we can escalate this back to our suppliers for you.

Best wishes

Dave