Get expert support with your Fibre connection.
on 25-04-2024 12:04 PM
Hi, I’ve got fibre 65 and multiple times a day getting the ‘connected - no internet’ message. Only solution is to restart the router. Speeds are also slow. Could a new router be needed?
on 29-04-2024 09:49 AM
Morning HBurbs
Could you try the test socket first please?
If the connection continues to drop with the new router, cables, filter at the test socket then the next step will be an Openreach engineer visit.
Thanks
on 29-04-2024 09:46 AM
Hi,
When the new router arrives today, do you want us to plug it in via the test socket or the normal socket?
on 26-04-2024 01:09 PM
Hi HBurbs
The router is on its way, please allow 24-48hrs for this to arrive.
Let us know how the connection compares with this router.
Thanks
Debbie
on 26-04-2024 12:43 PM
Yes please, then at least we can check if it’s a router issue.
on 26-04-2024 11:48 AM
Hi HBurbs
Apologies for this.
Would you like me to send a replacement router for testing so we can rule this out?
on 26-04-2024 11:46 AM
Hi,
The router needed a reboot yesterday evening as we had the same ‘connected: no internet’ message on our devices. WiFi is flaky and slow today.
on 26-04-2024 10:36 AM
Hi HBurbs
How's the connection been?
I've checked the connection stats and no issues have been detected.
on 25-04-2024 01:43 PM
Hi HBurbs
Thank you. We will also check the connection stats tomorrow.
Debbie
on 25-04-2024 01:37 PM
Yep that’s fine, we’ll leave in the test socket and check back tomorrow
on 25-04-2024 01:33 PM
HI HBurbs
Thank you 🙂
Would it be possible to leave the router in this set up for 24hrs to see how the connection compares?
We can check in again with you tomorrow to see how the connection has been.
Debbie
on 25-04-2024 01:30 PM
Ok, it’s connected at the test socket now
on 25-04-2024 01:22 PM
Hi HBurbs
Thanks for your reply.
Could you connect the filter/router directly at the little test socket?
on 25-04-2024 01:15 PM
We haven’t looked before; this is what was under the faceplate
on 25-04-2024 01:07 PM
Hi HBurbs
There may be a test socket underneath the face plate (if the lower section comes away when the screws are removed)
Have you ever checked this?
on 25-04-2024 12:33 PM
Hiya,
we don’t have a landline phone so can’t comment on voice service.
No test socket; I’ve attached some photos so you can see the setup.
on 25-04-2024 12:27 PM
Hello,
Thank you. I've run a test on the line now which hasn't detected a fault, however I can see a few re-connections on the line. Is the voice service ok with no noise? Does your main socket also have a test socket please?
Thanks
Michelle
on 25-04-2024 12:22 PM
Hi Michelle,
I’ve added that information to my profile.
thanks!
on 25-04-2024 12:17 PM
Good afternoon,
Can you please update your community profile to include your:
We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.
Thanks
Michelle