For some support cases, it is necessary to arrange an engineering support visit. Here, a Wessex Internet engineer will attend the service address and attempt to resolve the problem reported.
In most cases, problems can be troubleshooted and often resolved remotely quickly and effectively. However if an engineer is required, we need to be sure that all troubleshooting steps have been followed.
Be sure to follow the guides below and ensure that you have attempted to resolve the issue before scheduling an engineering support visit:
- Connection not working at all: Back to basics checks
- Wi-Fi connection troubleshooting
- Slow connection speeds
The demarcation point of our service is the LAN port on the PoE power supply for the dish for fixed-wireless customer; the LAN port on the fibre media converter for fibre-customers; and the LAN cable for any CAT5/copper connection customers.
What this means is that if the service is found to be working as expected at the demarcation point, then there is no fault found. If the service is not working beyond the demarcation point, then this is a fault not supported by Wessex Internet.
Engineer visit times
For home and business broadband customers, engineering support visits can be scheduled between Monday & Friday, 09.00 to 17.30, excluding public holidays.
For business Ethernet customers, engineering support visits can be scheduled at any time, 24x7x365.
In the following circumstances, a charge may apply to an engineering support visit:
- No fault found. An engineer has attended the customer's site and found there to be no fault. This could be as a result of the customer's devices not working, or because the Wi-Fi signal can't reach some areas of the property, or another problem beyond the demarcation point of our service.
- Damage. If the customer has damaged the equipment, such as the cabling, cabling ends, routers, power supplies or anything else that is required to deliver the service optimally, then there will be a charge to cover the time and materials to repair the service.
- Acts of God. If the service has been damaged for reasons caused by 'Acts of God' (e.g. flood, storms, lightning, etc), then there will be a charge to cover the time and materials to repair the service.
- Force Majure. If the service has been damaged for reasons of force majure, (e.g. computer virus, fire, theft, riot, terrorism, electrical surge, etc), then there will be a charge to cover the time and materials to repair the service.
- Out of warranty: For fixed-wireless customers, if your customer access radio is out of warranty (12 months), and this is found to be the problem, then there will be a charge to replace or fix it.
Please see this page for our current charges.