There are different types of issues you can experience with a Broadband connection:-
1. Speed Issue
2. Stability Issue
3. Sync Issue
With ALL types of issues, you will be expected to perform some checks before we can raise a fault ticket with the supplier.
These are called First Line Checks, and the supplier requires them to have been carried out BEFORE they will allow us to raise a ticket with them.
a. Reboot the router - this is always the first thing to try (and you may have already done it!)
b. Check all cables are connected properly and not damaged
c. Check the router for any signs of damage, make note of the LED's on the router.
d. Check the socket for any signs of damage
e. If possible, plug an Analog phone in to the socket to ensure there is a dial tone (Won't work on a Sogea Line)
f. Check the cables between the router and your computer
g. If using Wi-Fi, try using a wired connection instead to identify whether the issue lies with the connection or poor Wi-Fi signal
1. Speed Issues
Speed issues can appear for a variety of reasons.
The first step would be to disconnect all devices and perform a speed test with only your device connected to confirm whether the issue lies with the line, or a device connected to your internet connection.
If the connections speed is not restored, there may be a line issue which will need to be investigated further.
If the connections speed is restored using the method above, there is a device using an excessive amount of your bandwidth, which needs to be identified.
If this device needs a constant amount of bandwidth, you may need to consider having a separate connection for this device, or combine several connections using a device called a Manager Router, which can ensure the connections are shared fairly, which will help to ensure that all devices have access to a stable connection.
Speak to us to identify your needs, and we can assist with improving your infrastructure!
2. Stability Issue
The supplier has access to logs which will help diagnose the issues you are experiencing.
These can be compared against the following to diagnose the issue:-
It will be a good idea to consider any changes that have been made recently, such as building or repair work, as damage may have occurred during the works.
If this is the case, it can help pinpoint a possible location for the fault, and speed up any repair required.
If the issues seem to arise when there is bad weather in the area, such as wind or rain, it could point to an external cable fault, which can be investigated.by the network supplier, and repaired where necessary.
A customer support ticket now needs to be set up and a line check performed.
3. Sync Issue
One of the most common causes for a Sync issue, is non payment.
Before proceeding, make sure payments are up to date, and then proceed to carry out the first line checks listed at the top of the page.
If, there is still an issue after the checks are carried out, we can request a line test, which will diagnose your issues an allow a repair to be arranged. A customer support ticket should now be set up to track the issue.
If you have a ticket open with us, and your connection is restored, please let us know so we can monitor the connection and make sure all is well.