Awful broadband speeds and drop outs 03

[m0bov]

In SM5 3 area of Carshalton, Surrey. Almost a whole week now, limited streaming, youtube and unable to use Wifi for voicecalls or What's app.

Service status shows an issue, should have been fixed today, now showing 19th, can't put up with this. Any ideas what's going on?

[jpeg1]

If you are not already getting the most local fault information, you can do so on 0800 561 0061.

A staff member on here may be able to give you a fault reference number and an estimated clearance date, but other than that you will most likely just have to wait until it's been fixed.  This is why it's always good to have a mobile broadband standby.

[John_GS]

Hi @m0bov

Thanks for posting. Sorry to hear of the broadband issues. 

I've done a system check today and you're affected by an SNR (signal to noise ratio) issue. 

The fault reference is F009514664 and the estimated fix date is the 20th December at 9am. Please monitor the connection after this time and let us know if any further issues.

Best,

[m0bov]

That would be three weeks, I hope I'm getting compensation. The fix date keeps being pushed back.

[John_GS]

Hi @m0bov

Apologies again for that. SNR doesn't come under the automatic compensation policy I'm afraid.

Best,

[m0bov]

Surely no internet and streaming does?

[Jonny-M]

If the connection is unusable then it's a contract breach anyway so you can leave without penalty, assuming alternative providers are available.

[Ayisha_B]

Hi @m0bov,

You can read about our Auto Compensation Scheme and what this covers here

Kind Regards,