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Steven_L
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Message 21 of 31
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Re: How do I book an engineer?

Hey @joepagnelli

 

Thanks for taking the time to post on our forum pages.

 

I have been able to locate your account and cannot see any issues that would be causing the issues that you're having at the moment.

 

How are things look at the moment, have you see any improvements at all?

 

Regards

Steven_L

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joepagnelli
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Message 22 of 31
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Re: How do I book an engineer?


@Steven_L wrote:

Hey @joepagnelli

 

Thanks for taking the time to post on our forum pages.

 

I have been able to locate your account and cannot see any issues that would be causing the issues that you're having at the moment.

 

How are things look at the moment, have you see any improvements at all?

 

Regards

Steven_L


Hi Steven,

Thanks for your message. It's still be quite bad to be honest, we're not really sure what it is. 

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Steven_L
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Message 23 of 31
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Re: How do I book an engineer?

Thanks for coming back to us @joepagnelli.

 

Have you tried a pin hole reset of the hub at all? You can do this by holding in the reset button for around 45 to 60 seconds to do a full reset of the hub.

 

I hope that this can help give your connection a boost. Please let me know how it goes.

 

Regards

Steven_L 

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joepagnelli
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Message 24 of 31
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Re: How do I book an engineer?

Hiya Steven,

Yes we've done this a few times now - as typically that's the advice given when you speak to the automated helpline! But no dice. 

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Robert_P
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Message 25 of 31
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Re: How do I book an engineer?

Hello joepagnelli

 

Sorry to hear of the broadband issues, thanks for trying the pin hole reset. Having checked the account we can't see any obvious issues as everything seems to be within spec and range, we did notice that the Hub hadn't been rebooted in 25 days which we found strange given the pin hole reset you said you had carried out.

 

There does appear to be some issues with the wireless connection, in particular an S10. Can you reboot the hub and let us know so we can see if it updates here.

 

Rob

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joepagnelli
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Message 26 of 31
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Re: How do I book an engineer?

Hiya Robert, I've done the reboot! 🙂

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Robert_P
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Message 27 of 31
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Re: How do I book an engineer?

Thanks for letting me know joepagnelli, I've had a look and although everything shows as in spec still there is definitely something going on. I have arranged for a technician to attend on Friday 19th March between 8am and 12pm. Please let me know as soon as possible if there are any individuals shielding in the household or if this time isn't convenient for you and I will do my best to reschedule it for you.

 

Thanks

 

Rob

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joepagnelli
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Message 28 of 31
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Re: How do I book an engineer?

Wonderful! That works. And no one is shielding in our home. Is there any way for you to confirm the address? Ta

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Robert_P
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Message 29 of 31
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Re: How do I book an engineer?

Do you mean the address for the visit? If so, as this is the public section of the forum we won't provide any personal or private details here, just as we would never ask for them over a public forum. We can offer a Private Message to confirm these details as this would be between ourselves.

 

Let me know if this is required and I will reach out to you.

 

Rob

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joepagnelli
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Message 30 of 31
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Re: How do I book an engineer?

Yes if you could PM me please just to make sure! 

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