topic Re: My internet is also out. in Broadband & Landline

My internet is also out.

Annoyed- — Thu, 14 Nov 2024 02:05:26 GMT

Solid yellow light.

We status checker doesn't work (page doesn't load)

Texting the number can't locate my account. What a complete unprofessional organisation, cancelling tomorrow.

Re: My internet is also out.

Mustrum — Thu, 14 Nov 2024 08:13:22 GMT

@Annoyed- 2am is never a good time to make decisions. Why not gove customer services a call and get the fault investigated and repaired?

Re: My internet is also out.

Peter_W — Thu, 14 Nov 2024 10:55:21 GMT

Good morning @Annoyed- .

Welcome to the EE Community 😊

With how important it is to keep connected I really get your frustration here, but like @Mustrum indicated it's definitely something we'll be able to get investigated for you.

If you're unable to test your connection via our website, you can also send us a text with HELP to 66033 and we'll advise on some troubleshooting and test your line.

If needs be we'll help you get an engineer appointment or call back from a member of our team for further investigation, or alternatively you can also contact them directly from your end too

Peter

Re: My internet is also out.

Annoyed- — Thu, 14 Nov 2024 10:58:24 GMT

It isn't that Peter,

Internet goes down I get that but if my internet if off at 2am and your status page is also not working then who can I alert at that time? I had a really important meeting at 8am and had to go into the office because I couldn't trust my WiFi would be on. This is about client service not technology

Re: My internet is also out.

Peter_W — Thu, 14 Nov 2024 11:56:42 GMT

I really do see where you're coming from here, @Annoyed-.

Fingers crossed this isn't something you'll face again, but the text service is automated and should work 24 hours for checking your line.

If you're continuing to struggle when you get back from the office, I'd definitely recommend getting in touch with our team so we can take a closer look, too.

Peter

Re: My internet is also out.

Mustrum — Thu, 14 Nov 2024 14:12:17 GMT

@Annoyed- Is this a one off drop or is it happening more often?

2am is a common time for planned maintenance to be carried out on central exchange equipment, also is you are still on a xDSL line for the DLM (automatic line maintenance) to adjust your line for optimal performance.