cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
2,047 Views
Message 1 of 14

Superfast Fibre 1 suddenly stopped working

We had 'Superfast Fibre 1' installed approx 3 months ago, it's been great....until now.
For the past few days, it's basically become useless.

We cannot download stuff onto the TV any more (SKY Q).

If we try to access the internet on our devices, it fails.

It occasionally comes back up and starts working, to a degree, but it's very slow and if you access the likes of Twitter you get the posts but no images or videos - then it goes down again.

The weird thing is that if we do a speed test during these brief periods of it working, it says we're getting around 48meg, but the poor results when trying to download anything show that it simply isn't.

We've tried rebooting the battery back-up, the router on the wall and homehub umpteen times - no improvement.

We've got an engineer coming out Wed, but Wed is a long time away when it's the school holidays and the kids are bored - anyone any ideas?

0 Ratings
13 REPLIES 13
2,029 Views
Message 2 of 14

Re: Superfast Fibre 1 suddenly stopped working

does your phone work - do you get a dial tone?  any line noise?



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
2,027 Views
Message 3 of 14

Re: Superfast Fibre 1 suddenly stopped working

We're getting a dial tone.

Haven't actually tried a call to see if any line noise.

0 Ratings
2,021 Views
Message 4 of 14

Re: Superfast Fibre 1 suddenly stopped working

try 17070 option 2  should be quiet apart from announcement



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
2,011 Views
Message 5 of 14

Re: Superfast Fibre 1 suddenly stopped working

"We've tried rebooting the battery back-up, the router on the wall and homehub umpteen times - no improvement."

This would suggest an FTTP conection.

Are you on the Saxmundham exchange?

0 Ratings
2,008 Views
Message 6 of 14

Re: Superfast Fibre 1 suddenly stopped working

Once we press 'quiet line test' there is then silence, no noise.

0 Ratings
2,006 Views
Message 7 of 14

Re: Superfast Fibre 1 suddenly stopped working

Don't know what the relevance of it being an FTTP connection is?

Does it mean I'm in the wrong forum??

We're in Aberdeen, not a clue which exchange/cabinet we're attached to.

0 Ratings
2,002 Views
Message 8 of 14

Re: Superfast Fibre 1 suddenly stopped working

Ah, I think I get the relevance of the FTTP thing.
It means the phone line test becomes irrelevant?

To clarify, it is FTTP.

There's a battery back up box and Huawei router on the wall, then it goes to a Smart hub 7.

0 Ratings
2,001 Views
Message 9 of 14

Re: Superfast Fibre 1 suddenly stopped working

No, you are not on the wrong forum but it helps to know the type of connection you have. Unlike FTTC (fibre to the cabinet) FTTP has no copper phone line which could cause problems hence @imjolly asking for you to conduct a quiet line test.

I only asked about Saxmundham as there is a known FTTP issue currently being investigated by an engineer.

0 Ratings
1,990 Views
Message 10 of 14

Re: Superfast Fibre 1 suddenly stopped working

Sorry for not adding this but FTTP issues cannot presently be handled by the mods here. Give the FTTP team a ring on 0800 587 4787.

0 Ratings