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Moderator
Moderator
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Message 11 of 25

Re: Random loss of broadband

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@mickn I'm sorry about the problems with your BT infinity connection, we'll be happy to look at this for you if you send in your details using the 'click here contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username .

Thanks

Neil

Community ModeratorNeilO
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mickn
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Message 12 of 25

Re: Random loss of broadband

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Thanks, hopefully.

 

Just  been pn BT support chat and they also said I should contact Open reach. So I did just now, Ioen reach said unsurprisingly that I have to talk to BT

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Distinguished Sage
Distinguished Sage
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Message 13 of 25

Re: Random loss of broadband

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If you click on the contact the mods link in NeilO's profile and complete the form the mods will get back to you when you reach the top of their queue which will probably be in about 5-6 working days.

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mickn
Aspiring Contributor
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Message 14 of 25

Re: Random loss of broadband

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Thanks, I've filled the form in and submitted to the mods.. 

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mickn
Aspiring Contributor
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Message 15 of 25

Re: Random loss of broadband

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NeilO,  Thanks for checking this out for me.  I understand a broadband engineer is booked to come out to us on Thursday. I was out when you called, and still a little usure what they are going to do when they get here tbh.

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Highlighted
Moderator
Moderator
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Message 16 of 25

Re: Random loss of broadband

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Hi @mickn,

 

I can see that my colleague @RobbieMac is dealing with your case. A broadband boost engineer is booked for Thursday AM and they'll be looking to identify the reason for the instability on the line. 

 

Robbie has taken ownership of your case and will follow up with you again on Saturday to see how the connection is preforming.

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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mickn
Aspiring Contributor
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Message 17 of 25

Re: Random loss of broadband

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@PaddyB wrote:

Hi @mickn,

 

I can see that my colleague @RobbieMac is dealing with your case. A broadband boost engineer is booked for Thursday AM and they'll be looking to identify the reason for the instability on the line. 

 

Robbie has taken ownership of your case and will follow up with you again on Saturday to see how the connection is preforming.

 

Thanks

 

PaddyB


Thanks for the info. But are you sure it's Thursday AM? We were told it will be PM between 1 and 6 and I've now arranged my work to be home in the afternoon.

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mickn
Aspiring Contributor
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Message 18 of 25

Re: Random loss of broadband

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Just an update, and a big thanks to @RobbieMac the engineer arrived yesterday as arranged, and after a couple of hours managed to trace and fix the fault in the overhead wires, it was in the junction box two poles away from my house. 

 

So far so good.  😉

Moderator
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Message 19 of 25

Re: Random loss of broadband

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That's great news @mickn.

 

I'll let @RobbieMac know tomorrow afternoon.

 

Thanks

 

DanielS

Community ModeratorDannyS
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Moderator
Moderator
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Message 20 of 25

Re: Random loss of broadband

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Hi @mickn

 

Thanks for posting back and for taking the time to chat with me this evening.

 

I can see the engineer located the fault with an overhead cable and I'm glad that they've resolved everything for you.  I'll go ahead and close this off today.

 

All the best,

 

Robbie

Community ModeratorRobbieMac
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