Had the pro 2 router for a few months now and been fairly pleased with the performance I'm using the 900mb fttp and it's been working fine up until a last month
My devices are dropping off the WiFi and taking a while to reconnect, I noticed this happens regularly on my phone when browsing the web, web browsing loading bar will hang for about 20 seconds then loads
Hi @Chrishyper1988 and @Lifeguard656 sorry to hear you're facing trouble. For any technical broadband queries, troubleshooting can be actioned here or via our dedicated Broadband App. Faults can be diagnosed and escalated via these self serve options. Our dedicated Broadband Team are also available on 03333040191 or Live Chat.
I have noticed this myself to be honest they had me using my phone camera this morning checking all the equipment they reckon the answer is to send me a new 2m ethernet cable because the transmit light on the city fibre ONT is flashing you would think they know this is normal operation for this ONT
Telling them I am a fibre repair engineer by trade did nothing I have loads of ethernet cables in my van but they was hesitant on sending me a new one
Waste of my time if it's not fixed within 30 days I have a right to terminate I never had these issues with EE full fibre I wish I stayed with them now
If they don't fix the fault from date of being told about the fault I am free to leave my contract under ofcom terms which is 30 days from being told about the issue
Yes, according to Ofcom regulations, if your internet service provider (ISP) cannot fix a fault within 30 days of being notified about it, you are generally entitled to leave your contract without penalty, meaning you can switch providers without having to pay an early termination fee.
Key points to remember:
30-day timeframe:
The crucial period is 30 days from when you first inform your ISP about the issue.
Network fault responsibility:
This right primarily applies if the fault lies within the ISP's network and they cannot resolve it within that timeframe.
Contacting Ofcom:
If your provider disputes your right to leave, you can contact Ofcom to formally complain and seek further guidance.
Mate there useless how they are technical people is like a gone of yougut ..they think they are talking to people who ain't a clue and what really gets to me is that the router was set up and in the same position for 3 months and they want you to put a flashlight and then recommend a filter when it's plugged into a Bt filter socket ....
Yeh they are not good at all as I said I work in fibre repair and I work on routers, and ONTs daily but they still insist on checking which is fair enough as they obviously have to check off a list of things
But I hate being told to try this do that when I know it will make sod all difference I will keep monitoring the issue and if they don't fix it I will be seeking a cancellation on the broadband
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