Broadband keeps disconnecting

[Anonymous User]

I’m not sure if it’s something to do with the Bristol area in general, but my broadband keeps cutting out and has done for a few days now. Are other people experiencing this issue? It’s making it really difficult to work from home.

[Anonymous User]

It’s the same here this morning too - mine has gone down in the middle of a meeting. Not much that NOWTV website says that I can do about it

[Anonymous User]

I'm near Southampton, been having the same problem for about 10 days now. Have had 2 engineers come to take a look, both said they could find nothing wrong with the line. NowTV are sending me a new router, lets see if that makes any difference.

[Anonymous User]

Same problem, but mine's keep disconnecting pretty much from the beggining. I'm in Polygon area of Southampton, 22mbit instead of 'guaranteed' 32. Two engineers tried to help, but they said 22 will be max from my line. I can live with that, but disconnections are the nightmmare, what to do?>??

[Anonymous User]

I've noticed it for the last 4 night around midnight it goes off for approx 10 min 

[Anonymous User]

This is why I came to the community today to find out if this is a common occurrence lately. I'm in Cheshire and for the first couple of months everything was absolutely fine but since the covid outbreak I started losing service randomly. Usually only for a few minutes every few days then for a few hours one day and now today I've lost service 10 times within an hour but every time I do the self-heal as it says, it tells me that everything looks ok. Is it possible that since NowTV uses another providers broadband to provide their services that they can't keep up with the demand of both sets of customers?

[Anonymous User]

My I internet cut off and I cannot find any help from anywhere. Is there any contact number or email address?

[Anonymous User]

likewise , im in cheshire and have had the same problem for the last few days with  Broadband keeps disconnecting and then re connecting after up to 30 mins .nowtv website says no issue!!!  

[gavs82008]

@Anonymous User 

Your best to call the broadband team.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

How to submit your complaint:

• Give us a call on 08007591213 to speak directly to a NOW advisor.

[Anonymous User]

Hi

Mine has been disconnecting about 3 times a week since i joined, but over the last two weeks its several times a day. has anyone got a phone number to contact them as i am fed up of going around in circles trying to find a phone number.

[Anonymous User]

I am near Manchester and mine is disconnecting several times a day too. I am on a PAYG phone so if connection drops at home and I don't notice it costs me money to use the web.  Never had a single problem when I was with Virgin. Why won't NOW TV answer our questions and tell us what is going on instead of ignoring us. I'll be looking for a new providor when the contract runs out.

[RoyB]

All: to find the number up you want, search the Community for ‘moving house’.

[Anonymous User]

I live in Portsmouth and the internet has been intermittent for nearly a month now and getting worse - today has been the worst by far it has dropped 12 times in an hour and a half. A third(!) external engineer is coming tomorrow to look at it all again but I'm really starting to get frustrated, as with many people I am working from home and it makes it very difficult to work. 

Does anyone have any idea what could be causing it or is it simply the infrastructure unable to support this many people being at home? 

[RoyB]

@Anonymous User 

I’ve been working from home for quite a while now, predating the pandemic, and if there has been any effect at all, it has been an almost imperceptible slowdown.

Certainly, no drops and hangs.

So i would say your experience has been an outlier. Maybe a hair-trigger router that needs it timeouts extending, however that is done; but more likely a cable fault between you and the exchange that is taking time and effort to track down.

Who is your ISP? What make and model of router?

Any correlation with the weather? Rainwater getting into the ducts the cable runs in is a big enemy of stable broadband. 

[Padraic123]

hello RoyB       have you got a phone Line,?   place make sure your phone Line hasn't a bad Line,

as this could lead to bad Broadband, bad Telephone service  for Broadband can distract Broadband sorry to here about your Broadband connection's sometimes when it doesn't respond, it does happen quite regularly' it happens a lot due to bad weather, But the thing is; is your telephone number OK, Like, there's no noise,...   however if your router is connected right , Question how much gigabyte [GB] DO YOU THINK YOU ARE RECEIVING,? do you...or don't you  have telephone,? I would imagine you do? customers do use different services in different ways, hope this helps,

[RoyB]

@Padraic123 

I think you meant to aim this at @Anonymous User 

My Broadband is solid-as-a-rock 360 Mbps FTTC (nominally 500, but who’s counting?) from BT, and the phone service is via conventional DECT phones and a BT Digital Voice Adapter, which seems to communicate with the BT Home Hub via WiFi. And doesn’t interfere with it, nor detract from the available speed.

That too is solid as a rock, and the only difference we’ve noticed is that you have to use the area code always, even for local calls.