Problems again..
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Problems again..
08-02-2020 6:51 PM
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Re: Problems again..
08-02-2020 7:27 PM
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I suspect you may be another one of us who is affected by this long standing issue
https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/td-p/1696363
That thread will also give you some tips on how to try to reduce the inconvenience if it is the same issue.
Re: Problems again..
09-02-2020 1:48 PM
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Re: Problems again..
11-02-2020 5:51 PM
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Thanks for your post @Vince600
I'm sorry to see you're experiencing connection problems. Your connection has certainly been intermittent but I can see we arranged an engineer this morning and they've fixed a fault on your line which appears to have rectified the fault.
I've attached a copy of your connection graph below showing this:
Can you let us know if you have any further issues?
Re: Problems again..
11-02-2020 5:57 PM
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Re: Problems again..
11-02-2020 6:09 PM
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Thanks for getting back to me @Vince600
I've tested your line this evening and I can see your router in sync at a line speed of 38mbps. As this is way below the current expectations of your line estimated at between 60mbps and 80mbps, we can arrange another engineer to investigate further. Can you reply to your fault ticket Here with some availabilty when you'll be free for another visit?
Re: Problems again..
11-02-2020 6:23 PM
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Re: Problems again..
11-02-2020 6:27 PM
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Thanks for getting back to me @Vince600
I'm afraid I can't book an engineer visit directly from a request off our community forums. To reply to the ticket you'd log in to your account and click on the above link, scrolling to the bottom you should see a link which says "I need to add more detail"
Once you've clicked on that link this will open up a new page with a box you'll be able to type your reply in and submit.
Alternatively we've sent a text message out to the mobile number we have stored, feel free to reply back.
Re: Problems again..
11-02-2020 6:38 PM
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Thanks
Re: Problems again..
11-02-2020 6:41 PM
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Re: Problems again..
13-02-2020 9:28 PM
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Re: Problems again..
13-02-2020 9:32 PM - edited 13-02-2020 9:32 PM
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Thanks for getting back to us @Vince600
While we don't provide a refund for speed faults as there's been no down time, I'm sure we can agree on a gesture of goodwill once the fault is resolved. We'd wait for a fault to be fixed before looking at this, so we can assess end to end a fair and proportionate goodwill gesture.
Re: Problems again..
14-02-2020 10:20 AM
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Morning Vince, I've checked the notes on the fault report with our suppliers and I can see an engineer has identified a fault with the port you're on at the cabinet and there aren't any spare ports to move your line on to, so they've raised a case to repair or replace the port. I'll check back on Monday regarding the progress of this and we'll see where we are.
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