Internet either doesn’t connect or drops out
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Internet either doesn’t connect or drops out
05-11-2019 7:01 PM
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Re: Internet either doesn’t connect or drops out
06-11-2019 12:12 PM
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Hi @wonderfulquarry and welcome to the Community Forums.
I'm sorry to hear you've been having connection issues as of recent. Checking from this side we can see there's an external fault being detected which very well could explain the performance issues you've been seeing as of recent. I've raised this to our suppliers and we should have an update 72 hours from now. Keep in mind however we often see external faults like this resolved within that time frame. By all means though if you're still seeing issues by Sunday morning and haven't heard from our faults team then please drop us a message on here and we'll happily chase this up further for you.
Re: Internet either doesn’t connect or drops out
06-11-2019 1:15 PM
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Re: Internet either doesn’t connect or drops out
06-11-2019 1:41 PM
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You're very welcome @wonderfulquarry. Again, let us know if issues persist once the 72 hours are up.
Re: Internet either doesn’t connect or drops out
10-11-2019 2:08 PM
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Re: Internet either doesn’t connect or drops out
11-11-2019 10:15 AM
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Hello@wonderfulquarry,
I am sorry to hear that the issue is still ongoing and for any inconvenience this is causing.
The next steps would be to arrange an engineer, please can you review the ticket here and get back to us once you have updated it with your availability.
Re: Internet either doesn’t connect or drops out
11-11-2019 5:19 PM
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Apologies for any inconvenience.
Re: Internet either doesn’t connect or drops out
11-11-2019 5:40 PM
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Thanks for getting back to us @wonderfulquarry
No problem, I understand the concern. It's worth noting though if you've carried out the troubleshooting steps we've advised, nothing within your responsibility has damaged the Openreach equipment or wiring within the boundary of your property and you don't miss the appointment, the likelihood of a call out charge will be minimal.
Having said that, I've tested your line today and the tests are now showing your router getting a line speed of 55mbps with no drops over the past 11 days. I think the fault report Ben raised on the 6th was more that the test failed to run as opposed to an actual external fault being detected.
To try to get to the bottom of the issues you're experiencing, could you confirm if your devices are connecting over WiFi or straight to the router using an ethernet cable?
If you're using WiFi, would you be able to try a wired connection? This will help narrow down where the problem lies. If your connection is OK that way, then it's likely the issue lies with the wireless signal and I'd recommend trying the steps Here.
If you're still having problems using a wired connection, do you notice the light on the front change colour when the connection drops for you as this would be a good indication as to whether the line is dropping or it's something between the router and your devices such as a wireless connection or possibly powerline adapters.
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