The first thing is to make sure your information documentation passed to visitors gives more than just the wifi password and wifi network name. (This is shown on the back of the modem.) It should include your supplier’s name and contact number for technical support together with your account number. That way if there is a fault they can get help.
Note that visitors may not be aware that the strength of the wifi signal will be less if they are in a property with thick stone walls between where they are using their device and the modem. Also, the more devices they have connected, the slower the service will be, so they should be advised to switch them off when not in use.
In the event a service problem occurs, let them know what information will be asked for by the technical support line. However before making the call they should reboot the modem (turn off the supply for five minutes and restart).
They should be next to the modem when calling assistance and will be asked what lights are showing, if they are constant, flashing or off. The helpline will also run remote tests while they are speaking with them that may resolve the problem.
If this does not establish there is a fault on the network they might be asked to reset the modem. If this does not re-establish the signal then it is likely the fault will have to be referred to engineers. This can take time as the nature and location of the issue must be identified: exchange, line or somewhere at the property.
If an engineer needs to visit the property you need to include a contact number for someone that will meet with them on your behalf.
The typical time taken to resolve faults requiring an engineer is four days, but more complicated ones will take longer, irrespective of your supplier.
Question answered by Bob Elliott from the telephone and broadband provider, UK Telecom. See uktelecom.net for more information on their services in France
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