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FudgeMum26's avatar
FudgeMum26
Joining in
2 years ago

Engineer failed to resolve intermittent wifi

WiFi cuts out intermittently hundreds of times a day. The engineer attended and checked all the equipment which was fine. He said he had two other call outs very close by and would get a network engineer to come out. That was a week ago. The problems are continuing and I've heard nothing more. How can I find out what is happening? 

  • Hi FudgeMum26 👋.

    Thanks or reaching back out to us. When Network engineers are requested they are to assess cabinets and major supply box areas and would not request to enter a customers home. Can I ask if you have the Connect App 👉 Connect and have you ran a scan in every room and report back the results. Also which devices and is it all at the same time or random times to different devices? 

    Sabrina

    • FudgeMum26's avatar
      FudgeMum26
      Joining in

      So, I have scanned a few rooms. It has taken a while because I keep getting the "Oops, there was a problem" message, presumably due to the interrupted signal. When it does work, the results are good. The problems are wxoerienced with my phone, two laptops and an I-paid. When the engineer attended, he said that there were short breaks in signal hundreds of times a day. My husband is supposed to be doing a zoom call next week. We are basically paying for an absolutely rubbish service. I suspect it may have something to do with the cable laying round here by BT. If this is not resolved it may be that switching BT is our only option! 

      • Gareth_L's avatar
        Gareth_L
        Forum Team

        Hello FudgeMum26.

        Thanks for your first post and welcome to our Community.
        Sorry to hear you are still having an issue with your connection
        I did run  a quick test on your hub and can see one of the downstream channels is out of the range we require.

        This will be the reason for the blips in connection, sadly we would need to arrange for another technician visit.
        If you don't mind, I will need to send you a private message to pass security. 
        If you can check the Logo top right of your screen that would be great. 
        Regards     
        Gareth_L
         

  • The engineer was lying to you because he didn't know what the issue was and was unable to find out. He just wanted to get out.