Now TV Broadband problem

chuckie851

I'm having a problem dealing with the Now TV call centre.  There's a problem where my connection is dropping frequently, but they say there's nothing wrong with my line and make unhelpful suggestions such as changing the wifi channel.

My connection has become unstable every so often over the last few years.  In the past, other ISPs have resolved it by limiting the maximum connection speed.  However, they say they're unable to request this from Openreach and I should make this request myself.  I haven't tried that yet as I doubt Openreach would talk to me at all.

I intend to make a formal complaint to Now TV, though I need to be careful how I describe limiting the maximum connection speed. Can anyone tell me if this is anything to do with Dynamic Line Management, or the best form of words to use?

JJ_Egan

Connection dropping is this over wifi ??Or Ethernet cable connection to a laptop or PC .

brewerdave

In the early days of ADSL,  the ISP could set their own internet profile speed but with ADSL2+ I think its all left to the BT Openreach equipment to manage the stability/speed. Unfortunately you are correct that Openreach are not customer facing - you need to press Now for resolution.

wongataa

First of all you need to check that you are still having problems with devices connected to the router by a wire.  If things are OK connected by a wire then the issue is down to Wi-Fi and nothing to do with your ISP.

Next, remove any microfilters from the wires from your phone socket to the router.  If the problems go away it is a dodgy microfilter.

If there are still problems with devices connected by wires connect the router to the test socket behind the cover on your master socket (where the phone line comes into your property).  This disables any internal wiring issues.  If the problems go away at this point then they are nothing to do with the ISP and down to your internal phone wiring.

If there are still problems disconnect the router from the test socket and plug in a wired telephone.  Perform a quiet line test.  If you can hear noise on the line there is a line fault.  Report it as a noisy phone line.  A noisy phone line causes problems for the internet connection as well.  Fixing it will likely sort the internet issues.

If the line is quiet it is something else and down to your ISP to sort out.  Keep pestering them politely.  If they tell you to contact Openreach push back because Openreach will only deal with ISPs/phone companies and will not talk to end users.  Every ISP/phone company knows this.