Broadband fault

[janice2789]

Hi

I have been getting drops out on my internet connection for last week.. I'm using a wired connection and have tried resting the Superhub. The drops out are ranging from a few seconds to twenty seconds.

How can I report the fault?

[jbrennand]

Have you checked first for any “known network faults”

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[janice2789]

Tried 'Check services status' top right corner of this page on Sunday which said there was no area faults and then checked the Superhub. It said I was getting intermittent internet and to check back in 24 hours as these faults self correct.

On checking again on Monday the 'Check services status' said my connection was fine and to try the connection cables. While I was doing the check I was getting drop outs. These drops out are more frequent evening time.

[jbrennand]

What did the 0800 number report

[Kath_F]

Hi janice2789, 

Thanks for your post and I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,
 

[Kath_F]

Hi janice2789, 

Thanks for coming back to me via private message with your information.

Checking our systems, I can see all is looking well with the Hub in terms of power levels, uptime and time outs. There are no faults open that may be affecting you either. The network segment you are on is spot on too. I know you have mentioned you're connected via an ethernet cable so it's possible the cable you are using is faulty. I would recommend replacing this. 

It would also help if you you could please set up a broadband quality monitor here. Once you have done this, share your link URL link so we can monitor things from this end. Once you have done this, share your link URL link so we can monitor things from this end. 

Please keep us posted on how you get on. 

Thanks, 

[janice2789]

I responded to the private message from Forum Team, then was ignored.

Ill call up instead.

[Kath_F]

Hi janice2789, 

Thanks for coming back to us on this. 

I can see that after receiving your private message with your details I responded to you publicly. You can see my post above your latest response. 

We only use private message if we are needing to ask for account specific or personal information. Where our reply doesn't need to include these, we reply publicly. 

Please have a read of my response and follow the actions in there. 

Many thanks,