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Message 11 of 18

Re: Infinity CONSTANTLY losing connection to the provider itself every few seconds. Please, help!

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Alright mate, thanks for getting back to me--apologies for asking, but how may I go about reporting a noisy line fault? I remember the last time I had a problem, a moderator commented on my post and asked me for my details and I got an engineer that way. Didn't even need to call BT India thank goodness, lol.

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Message 12 of 18

Re: Infinity CONSTANTLY losing connection to the provider itself every few seconds. Please, help!

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(It won't let me edit so sorry for the double-post)

I ran a diagnostic test online but accidentally clicked "NO" and it won't let me cancel this fault and let me do another one, and I can't book an engineer by calling them because our phone keeps cutting out! What am I supposed to do?

 
Mon 23 Apr 21:16
Fault diagnostic run
We have run a line test and we cannot find a problem with your line. The problem may be with your own equipment so we need you to carry out some tests. To get help with that click on the 'Help Section' on top right. If you have already checked your equipment and still have a problem then please call 0800 800 151.If you have made an appointment already the details will be shown below. There is no need for you to do anything further
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Message 13 of 18

Re: Infinity CONSTANTLY losing connection to the provider itself every few seconds. Please, help!

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Moderators only get involved with problems that cannot be resolved by normal means. Just report the fault on 151  or 0800 800 151

Edit: Posts crossed, call 0800 800151 from a mobile

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Message 14 of 18

Re: Infinity CONSTANTLY losing connection to the provider itself every few seconds. Please, help!

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Alright mate, will do at 7AM.

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Message 15 of 18

Re: Infinity CONSTANTLY losing connection to the provider itself every few seconds. Please, help!

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Good news! Got a very helpful person on the phone, and the engineer appointment is booked for tomorrow from between 8AM to 1PM. I followed your advice and made no mention of the broadband, I just said that the phone line is very noisy with ocassional crackles and a constant buzz, with the phone cutting out constantly on top of that.

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Message 16 of 18

Re: Infinity CONSTANTLY losing connection to the provider itself every few seconds. Please, help!

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Hey guys, good news! The Openreach Engineer came to our property, who works specifically on phone lines, and he found the root cause of the fault--a TREE 30 meters from our property was stretching the wire! That was causing all the noise and spasmodic disconnects. However, after 2 hours, the issue was alleviated and we now have a clear phone line, a new faceplate for our fibre optic broadband and my internet is back.

However, our speeds have taken a pretty dire hit. I have lost 1.4Mbps to my upload speed (down from 8Mbps to 6.6Mbps) and our download speed has lost 8Mbps speed (down from 42Mbps to 34Mbps). Presumably, this is due to the sheer amount of disconnects our line had while we were having these issues. How long would it take for our connection to improve?

EDIT :: Nevermind. Our internet disconnected for like 7 seconds, and our speeds returned to normal. Strange, but... hey-ho, no complaints from me!

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Message 17 of 18

Re: Infinity CONSTANTLY losing connection to the provider itself every few seconds. Please, help!

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Pleased it all got sorted, thanks for the update.

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Message 18 of 18

Re: Infinity CONSTANTLY losing connection to the provider itself every few seconds. Please, help!

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No problem, and thank YOU for helping me! Have a lovely day. If a moderator wants to lock this thread, they can, or we can let it die--problem's all solved, and I'm a happy boy.

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