No internet

Level 2

I have been experiencing intermittent disconnections for some time.  I had no service for some hours on both Sunday and Monday and have had no service at all today.  I lodged a messsage with the help desk on Sunday, was promised a callback on Monday, but still nothing.  How long is it reasonable to wait for a call back?  Not 2 days. I have emailed the help desk again today after not getting through by phone and have also emailed the engineering team. I need to have the problem identified and fixed.


Hi @davide


Welcome to Community! 


We're sorry to learn that you have experienced issue with the service and apologies for the delay in response. I've found your account using your Community details and based on the remote line test, the internet is now working. 


I have also raised your concern to our Engineering team as based on the results of the remote line tests, it appears that your modem is not getting the acceptable line speed. 


Kindly allow them sometime to investigate the issue and determine any underlying cause. 


An update will be provided as soon as it's available.