Broadband router
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Broadband router
10-08-2019 7:25 PM
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Re: Broadband router
11-08-2019 11:52 AM
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Re: Broadband router
14-08-2019 12:33 PM
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Re: Broadband router
14-08-2019 2:00 PM
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Hi @mcvay69,
I'm sorry to hear that you're still unable to get online. I can see that our suppliers have carried out some work on the line and have stated that they believe that this issue is now resolved. However, testing your line is still picking up the fault in the exchange so it appears that the work that has been done hasn't fully resolved this. As the fault is in the exchange, a new router won't resolve the problem.
I've raised this back to our suppliers for further investigation and our faults team will be in touch once we receive an update.
Re: Broadband router
14-08-2019 9:16 PM
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Re: Broadband router
15-08-2019 10:40 AM
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Re: Broadband router
15-08-2019 2:07 PM
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Hi @mcvay69, it looks like the fault was assigned out to an engineer earlier today, though we don't yet have any further updates.
We should get an update from our suppliers later today.
Re: Broadband router
15-08-2019 5:41 PM
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Re: Broadband router
16-08-2019 10:29 AM
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Hi @mcvay69,
I'm sorry that your broadband connection did not come back once the landline fault had been resolved and for any inconvenience that this has caused you. I've checked your connection and it looks like everything should now be working for you. Please let us know if you are still experiencing any connection problems.
Re: Broadband router
31-08-2019 2:38 PM
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Re: Broadband router
01-09-2019 10:21 AM
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Re: Broadband router
01-09-2019 2:20 PM
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Re: Broadband router
02-09-2019 9:55 AM - edited 02-09-2019 9:56 AM
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Hey @mcvay69,
I can appreciate why you feel this way and I'm really sorry for any inconvenience this is causing you, however, the phone fault is external on the Openreach network meaning if you did move providers you'd more than likely still have this fault present. That been said if you do wish to move providers, you'd need to sign up with them (providing they're on the Openreach network) they'll handle the take-over. Early termination & call charges would apply if you are still in contract.
We'll update you here once we have further info on the fault.
Thanks.
Re: Broadband router
27-10-2019 12:36 PM
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Re: Broadband router
28-10-2019 9:31 AM
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Hi @mcvay69
The minimum guaranteed speed for your account is 55mb/s and your line is currently in sync at 55.1mb/s, so very much on the cusp of that threshold.
Please plug your router into the test socket of your premises as shown here and then perform a speed test via a wired device. If you get a speed of less than 55mb/s I'd recommend raising a new fault here so that we can ask our suppliers to investigate this for you.
Best wishes
Dave
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