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Molly_G
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Message 21 of 45
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Re: Book another engineer visit? FAO Mods

Hi @jamessheffield,

 

I'm really sorry to hear your broadband issues are persisting. Do you have the link to your current BQM status as I'm unable to view via the previous links.

I've carried out some checks from our end there does not appear to be any issues flagged which is making it hard to diagnose the issue - I'm sorry that this is not the case in reality.

Just so we can understand a little better what's going on please could you confirm:

  • Do the drop-outs affect multiple devices at the same time?
  • Are both wired and wireless devices affected during the drop-out?
  • What do the lights on your hub to when this happens?

Let us know, and as per our Automatic Compensation Scheme, we do compensate for total loss following 48hrs.

 

Kind regards,

Molly_G
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jamessheffield
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Message 22 of 45
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Re: Book another engineer visit? FAO Mods

Here is the link to my BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8d2f7ac338d67ae9af70b60d3fee2714ad...

Yes, as it's the internet connection and not a wireless issue all devices are affected.

Yes, all devices both wired and wireless are affected.

I will have to let you know about the colour of the lights the next time I'm trying to use it. At the moment I'm having to use my phones connection.

Thanks for your reply.

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Molly_G
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Message 23 of 45
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Re: Book another engineer visit? FAO Mods

Hi @jamessheffield,

 

Thanks for confirming all that and providing the BQM.

I know you have rebooted your hub multiple times - have you carried out a Pin-Hole Reset at all? I'm couldn't be 100% sure from the previous messages.

If not, I'd recommend so and then we can check for any changes following this on the BQM.

 

Kind regards,

Molly_G
Forum Team



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jamessheffield
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Message 24 of 45
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Re: Book another engineer visit? FAO Mods

Yes I have done a pinhole reset. Nothing has changed, I am still getting frequent droputs making my connection unusable. Is it possible someone from the UK can contact me via phone to discuss the matter please?

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John_GS
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Message 25 of 45
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Re: Book another engineer visit? FAO Mods

Hi jamessheffield

 

Thanks for coming back to us. We're not able to arrange or make calls from here as we're an online team. If you do wish to speak to the team over the phone, you'll need to call us on 150 // 0345 454 1111.

 

I've ran some further checks here and no faults are showing. I've contacted your local field manager for their thoughts as I don't want to waste anyone's time by sending a tech out needlessly. I'll be in touch as soon as I know further information.

 

Best,

John_GS
Forum Team

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jamessheffield
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Message 26 of 45
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Re: Book another engineer visit? FAO Mods

I have tried calling that number but it's useless talking to them.

Here is todays BQM snapshot where you can see the dropouts: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/35105a0552c7c561b370719a71ae2542d0...

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Martin_N
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Message 27 of 45
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Re: Book another engineer visit? FAO Mods

Thank you for that information. 

 

My colleague has contacted the field manager and is still awaiting an update. 

 

^Martin

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jamessheffield
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Message 28 of 45
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Re: Book another engineer visit? FAO Mods

Hi,

Do you have any updates? I am still experiencing the same issues.

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Serena_C
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Message 29 of 45
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Re: Book another engineer visit? FAO Mods

Hi @jamesheffield

 

Sorry to hear you are still experiencing the same issues, I understand how frustrating this must be for you.

 

Unfortunately we are still awaiting an update from the Area Field Manager, we will post any information as soon as we have it.

 

Best wishes,

 

Serena

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jamessheffield
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Message 30 of 45
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Re: Book another engineer visit? FAO Mods

My connection is still dropping every day at around 8am and 8pm. Is this going to get fixed? 

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