We’re here 24/7. 365 days a year.
Ask questions. Find your answers. Connect.
on 30-04-2024 10:54 AM
Hi, my connection recently got changed to Fibre 150+VOIP as part of the CityFibre/TT changeover in my area.
The new router is having daily issues with multiple WiFi devices where, intermittently, they cannot load data. Eventually it will be fine again, or a fix can be forced immediately by toggling WiFi off/on on the device.
3 ethernet-connected devices are working fine, and speedtests are perfect (on both wired/wireless - when the WiFi is working). All lights on the ONT are normal.
I have tried powering down the router, waiting, then restarting. The issue comes back almost immediately.
From reading the forums I understand this can be caused by WiFi optimisation constantly changing channels etc, managed by the router/TT. If this sounds likely, please go ahead and disable, as I'm more than happy to manage WiFi settings myself.
Thanks in advance.
Monday
Monday
Hi Debbie, thanks for the update.
It's probably a long shot, but are you able to advise a time? I'll be at work and can't walk out meetings etc. I'm more than happy to continue with the text ticket system if this is more viable.
Monday
Hi adz18
Our faults escalations team have advised that they will be contacting you tomorrow 14/05.
Thanks
Friday
Friday
Hi Debbie, thanks for checking progress again, appreciate it.
I replied to the automated text ticket with a recap of the problem, and received a reply they would check the case. I've had no further contact since this on Wednesday, but I'm sure it's in hand and am happy to wait.
Friday
on 08-05-2024 09:31 AM
Hi adz18
Oh great, please let me know how you get on once the team have contacted you again.
on 08-05-2024 09:29 AM
Hi Debbie, thanks for checking in. I was unavailable when they called but have received a text with a ticket and will follow up today, thanks for your help.
on 07-05-2024 02:53 PM
Hi @adz18
Our faults escalation team are attempting to contact you. Have you received a message from the team?
03-05-2024 01:53 PM - edited 03-05-2024 01:59 PM
Hi adz18
Our faults escalations team are now investigating this issue and they may contact you directly to discuss this further.
Thanks
on 30-04-2024 11:01 AM
Hi adz18
I'm really sorry to hear this.
I have asked our Devices Team to take a look at this and I will post back as soon as I have further information.
Thanks
Debbie