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Distinguished Sage
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Message 21 of 35

Re: Smart Hub Disconnecting and Loss of Speed Issues

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You need an engineer visit.
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johnww
Aspiring Contributor
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Message 22 of 35

Re: Smart Hub Disconnecting and Loss of Speed Issues

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Yup. Just the 5 weeks after the fault was initially reported though.

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johnww
Aspiring Contributor
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Message 23 of 35

Re: Smart Hub Disconnecting and Loss of Speed Issues

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@NeilO Hi sorry we missed your call today. I am at work tomorrow between 8:30 and 16:30 but if you call any time after 11 my partner will be here. The 2nd engineer came yesterday had a fiddle about and nothing has changed, still dropping connection with the same regularity.

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Moderator
Moderator
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Message 24 of 35

Re: Smart Hub Disconnecting and Loss of Speed Issues

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@johnww I'm really sorry this is still not sorted. I'm not in the office tomorrow but I'll get back on to the engineers this evening to escalate your fault. 

Community ModeratorNeilO
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johnww
Aspiring Contributor
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Message 25 of 35

Re: Smart Hub Disconnecting and Loss of Speed Issues

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@NeilO Hi nobody contacted us today. I'll be at work til 1630 tomorrow but my partner will be here all day again if you were going to call us at some point. 

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Moderator
Moderator
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Message 26 of 35

Re: Smart Hub Disconnecting and Loss of Speed Issues

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Hi @johnww

 

Thanks for posting back!

 

I can see that @NeilO has escalated this with Openreach and he is due to give you the next update tomorrow.  He's not in the office today but he'll be back again tomorrow.

 

Cheers,

 

Robbie

Community ModeratorRobbieMac
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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johnww
Aspiring Contributor
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Message 27 of 35

Re: Smart Hub Disconnecting and Loss of Speed Issues

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@NeilO Hi. 3rd engineer visit hasn't solved the issue. Still disconnecting with the same regularity. I will be at work until 1630 tomorrow. My partner will be here until midday so if you are going to call could you do it in the morning.

 

I wish somebody knew what is going on with our internet. I'll spare you all the sob story but this is completely deflating. 

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Moderator
Moderator
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Message 28 of 35

Re: Smart Hub Disconnecting and Loss of Speed Issues

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Thanks for getting back to us @johnww. I'm sorry that the most recent engineer hasn't solved this.

 

@NeilO is out of the office at the moment but @RobbieMac is picking this up in his absence. He'll be in touch tomorrow.

 

Thanks

 

DanielS

Community ModeratorDannyS
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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johnww
Aspiring Contributor
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Message 29 of 35

Re: Smart Hub Disconnecting and Loss of Speed Issues

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@RobbieMac Hi I've just got back from work and just got your message. I'm abput now if you want to call

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BT TV Expert
BT TV Expert
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Message 30 of 35

Re: Smart Hub Disconnecting and Loss of Speed Issues

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Hello @johnww

 

Our engineer today found an issue within the port of the fibre connection which has now been resolved. I can see that your line tests are now passing successfully.

 

I'm pleased we've finally managed to get this resolved for you, if you have any further issues going forward, please don't hesitate to contact me.

 

Kind regards, 

Martin.

Community ModeratorMartin
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I am a BT Employee and an expert on TV queries. I am here volunteering my own time to give advice, and help where I can with BTTV queries. Go here for more info.
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