Broadband issue

[JET333]

Our home broadband is very intermittent, keeps dropping out.  The lights on the router all stay on and our devices continue to show strong signal, but there is no internet, no network connection.  What is going on and how can this be resolved?

[PeteG]

Hello, Jet. 

That's quite strange. Normally one of the lights would change to indicate that there's an issue with one of more things. From your description, it seems more likely that the issue is with something on the Internet side of things. It could also be an issue with routing though, so I'd recommend starting with a restart of the router if you haven't already. Then I'd recommend checking on the service status page for issues in your local area that might be contributing to the issue. 

Pete. 

[JET333]

Thanks PeteG, I did check the network status page, which does indicate « a problem in the area we are trying to fix » - how long would a fix normally take?  Note: it’s only my Three home broadband that’s suffering, I’m getting mobile and data to my mobile phone just fine, including when I’m at home.  Spoke to Three over the phone who also referenced a local issue and said there is a Three team out there at the mast working on it right now … that was three days ago now and still we have a horribly unreliable connection, it’s down about 50% of the time or more, signal comes on and off intermittently throughout the day, and the lights on the router continue to stay fully lit.  Not happy I went with Three, and if things don’t improve next few days I am definitely going to have to leave.

[PeteG]

The amount of time needed for issues to be fixed can vary quite a bit depending on what's wrong. The team you spoke to would normally be able to provide an estimate of when the issue is going to be fixed, or provide a date when you should check back in with them in situations when they can't provide an estimate. 

I'm hopeful that the issue will be resolved soon for you.

Pete.