Avoiding internet problems caused by bad weather
As worse weather approaches, are there any steps we should take to avoid problems with our broadband internet? J.I.
Mostly problems fall into one of two categories.
The first relates to storm damage which can disable your modem. You can reduce the risk with a surge protector which limits power spikes that can destroy the modem. If you are at home during a bad storm or if you plan to be away for a long time you should disconnect the modem.
If you have a problem, before contacting your telecom company, reboot the modem by switching off the power to it for 10 minutes as this might suffice. Modern modems enable your provider to carry out remote tests on your broadband while you are on the phone so they can quickly identify the likely cause and offer help to get the service active again. You may be asked to reset your modem and if so it can take up to 30 minutes for your telephone service to come back if calls go over your broadband.
The second source of loss of service is when lines between your home and the local exchange are damaged, often by trees or corrosion, or when equipment in the exchange fails. In this case several customers will probably be affected and thus the repair should be given higher priority.
As a property owner and if your line is underground you will be responsible for ensuring that the telephone line from your boundary to your home is not damaged. If it is overhead carried by a pole then Orange is responsible.
The national network is owned and maintained by Orange or its subcontractors. Other companies using the network have equal access to the engineers and whoever you buy your services from the same team will be allocated to the repair. The first tests are undertaken remotely and frequently allow a repair. However if an engineer needs to investigate it may take several days for one to be assigned and to check equipment at your local exchange and the line from it to your property.
Question answered by Bob Elliott from the telephone and broadband provider, UK Telecom. See uktelecom.net for more information on their services in France
If you have a query on this topic send it to news@connexionfrance.com
