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Connection keeps getting dropped

My Internet connection keeps dropping, have come home from work this week and have had to reset the router on several occasions. When getting up this morning there was no Internet connection again.
Is there any particular reason for this?

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Who-cares
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Re: Connection keeps getting dropped

Currently getting about 13Mbps downstream... 😑

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Andy Legend 5
Legend 5

Re: Connection keeps getting dropped

@Who-cares

 

If you are in the first couple of weeks of service you might find the connection occasionally drops as NOW TV tweak your line to get the best stable connection.

 

If you are still having problems however, start off by checking the service status in your My Account > Check Service Status page to see if there are any known issues on your line

http://account.nowtv.com/check-service-status

If everything is reporting fine on that page, give the Combo Customer Service team a call and they can investigate further. You'll find the number on this page (make sure you are logged into the website first)

http://help.nowtv.com/contact-us/Check-lights-on-Hub

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Who-cares
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Re: Connection keeps getting dropped

We're just into week two, does this also explain why my speeds also dropped to 10 Meg?

I'll wait and keep checking, it was just frustrating coming back I to find the connection dropped as I'd left a couple of games downloading.

Cheers

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Andy Legend 5
Legend 5

Re: Connection keeps getting dropped

@Who-cares

 

Possibly, if you are in the basic broadband package 10 Meg would be a good speed, although for fibre I'd expect it to be a higher. Speeds vary considerably from one location to another so it's hard to judge but you should have been given an estimated speed range when you signed up.

 

What generally happens is you start on as high a speed as your line allows, but sometimes this can be too high and causes errors on the line, so gradually your speed will be pulled back to reduce the errors to make your line as stable as possible. So you may well see drop-outs and a small pull back in speed over the first few days. Drop-outs should decrease as the line stabilises.

 

I would agree, see how it goes for the next couple of days and if you do still have problems or the speed isn't in the range advised  ring the Combo Team, they will be able to troubleshoot the connection for you.

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Re: Connection keeps getting dropped

Ah... Ok.
I'm on the FabFibre package... It's not looking so fab right now!

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Re: Connection keeps getting dropped

Currently getting about 13Mbps downstream... 😑

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Andy Legend 5
Legend 5

Re: Connection keeps getting dropped

@Who-cares

 

You really need to give the Combo Team a ring so they can troubleshoot the line to see if there's any issues. You'll find the number on your My Account > My Passes page 

 

http://account.nowtv.com/passes

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