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DanDare1
Mentor

broadband down again!

hi, we are constantly loosing our broadband.

this has been a problem ow for years and each time it rains its worse. ive just checked my line and it says no service.. again.. 

each time they come and heck the box, the box main frame ok but the landline wire to our home via street pole, box corroded or full of water.

this service is diabolical and about time we had fibre to the home, we are living in the dark ages.

can someone tech sort our issue out, but this time sort it that problems are not going to be a consistent occurring issue.

two of the family are working from home an streaming a meeting that looses connection's is now very irritating.

can someone call on my mobile please to speak to us.

 

lovely jubbly

Richy Dare

1 ACCEPTED SOLUTION
gavs82008
Legend 5
Legend 5

@DanDare1 

You won't get any form of staff giving updates on here in relation to broadband. It has never happened in my time of using the forum.

Below are some standard things you can and probably have done before calling the team.

Have you done a factory reset to the router indicated in the link below?https://help.nowtv.com/article/improve-broadband-speed

This link also shows any planned outages as well wide spread faults.
https://help.nowtv.com/service-status

You need to call the broadband team. See link for number.
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

FYI that I do not work for NOW, just a NOW customer trying to help

View solution in original post

5 REPLIES 5
gavs82008
Legend 5
Legend 5

@DanDare1 

You won't get any form of staff giving updates on here in relation to broadband. It has never happened in my time of using the forum.

Below are some standard things you can and probably have done before calling the team.

Have you done a factory reset to the router indicated in the link below?https://help.nowtv.com/article/improve-broadband-speed

This link also shows any planned outages as well wide spread faults.
https://help.nowtv.com/service-status

You need to call the broadband team. See link for number.
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

FYI that I do not work for NOW, just a NOW customer trying to help
OtexExpress
Mentor

I have a similar thing - for years I was with BT and didn't really have a problem - with NOW since 11-Sep - when it rains heavily/thunder etc it disconnects but comes back fairly quickly but switches over to WIFI even though I have the ETHERNET cable in .... so on my PC it says No Internet on that PC screen symbol; but the WIFI symbol says connected and works .... Matthew:)

gavs82008
Legend 5
Legend 5

@OtexExpress 

It could very well be the router, as the router provided from NOW isn’t the best. Are you able to try your own router?

FYI that I do not work for NOW, just a NOW customer trying to help
OtexExpress
Mentor

Obviously thank you for reply:) No would have to get one which I can do .... I myself thought it was the Router .... m:)

DanDare1
Mentor

well, i spoke to the customer helpline.

the answer is, we are trying to rectify the problem. i explained this is just not a problem affecting the area.

explained that the box on the post coming to our home has continual problems, especially in wet weather. it was like talking to a brick wall sorry. they said to call or complain to open reach as we are your provider... naaaa seriously!!! i said yes you are my provider and your not providing nothing at this moment in time, surely its your job to contact open reach and get it sorted and make a complaint in my behalf? 

ok, tried contacting Open Reach.. it says, contact your provider lol come on, i did just that! 

ok.. rant over and its still on off on off yes its raining on off on off too.

taaa for all your replies and yes, rebooted and rebooted and rebooted and all the things we are asked  to do to self rectify

happy days

Richy 😇