Clear Business Logs
| Date | Event | DSL Status | Phone Status |
|---|---|---|---|
| 13/12/24 | Clear Business router installed. Changed DSL cable and filter. | OFF | OFF |
| 16/12/2024 | Called Clear Business. Fault reported | OFF | OFF |
| After some work Internet started working 67 Mbps but no phone. | OK | OFF | |
| Arranged for Openreach engineer visit. | |||
| Router rebooted twice during day. | ON for 1-24 hours | OFF | |
| 17/12/2024 | Openreach engineer visit. | ON for 1-24 hours | OFF |
| No wiring fault found, reported 'crossed connection somewhere on a server' causing phone not to work. After a call the phone started working. Engineer suspected router causing intermittent operation. | ON for 1-24 hours | ON for unknown duration | |
| 18/12/2024 | Offline. | OFF | OFF |
| Router rebooted twice during day. | ON for 1-24 hours | ON for unknown duration | |
| 19/12/2024 | Called Clear Business requested replacement router but the engineer explained this would have to be paid for. I terminated the call. | ON for 1-24 hours | ON for unknown duration |
| 19/12/2024 | 10:40 2nd call to Clear Business, spoke to 'Nick' who credited the account with £50 to cover a replacement router and organised a router for despatch | ON for 1-24 hours | ON for unknown duration |
| multiple dates | Every day router rebooted multiple times | ON for 1-24 hours | ON for unknown duration |
| 21/12/24 | 5:30 Phone cut off during conversation, back on 6:30 | ON for 1-24 hours | ON for unknown duration |
| 22/12/24 | No phone. Back on 1:00 am | OK | ON for unknown duration |
| 23/12/24 | Phone cut off during conversation after 7 mins. The Internet came back on then went off all evening | OK | ON for unknown duration |
| 24/12/24 | Phone OK all day, OFF all evening | OK | ON for unknown duration |
| 25/12/24 | Phone off all day | ON for 1-24 hours 45Mbps | OFF |
| 26/12/24 | OFF then OK after reboot. No Phone in evening. | ON for 1-24 hours | ON for unknown duration |
| 27/12/24 | OFF then OK after reboot. Then OFF 11:00. 21:00 OK after reboot. | ON for 1-24 hours | ON for unknown duration |
| 28/12/24 | OFF then 145:15 OK after reboot. OFF 16:15 | ON for 1-24 hours | ON for unknown duration |
| 30/12/24 | Called Clear Business to check progress on replacement router.The Router had not been despatched. Replacement organised a second time. | ON for 1-24 hours | ON for unknown duration |
| 7/1/25 | Replacement router arrived | ON for 1-24 hours | ON for unknown duration |
| 8/1/25 | Replacement router installed. 45 Mbps | ON for 1-24 hours | OFF |
| 9/1/25 | Called Clear Business, spoke to Mario. Status reported. Mario configured router to enable phone. I pointed out that the bit rate had dropped from 67 to 45 Mbps and the connection was still intermittent. He said the bitrate would improve and explained that we would need to check cables and filter before anything else could be done even though the cables had been changed twice and the filter once. Since I'm located 130 miles from the premises, I'll have to arrange local assistance for the cable checks. Router rebooted twice during day | ON for 1-24 hours | ON for unknown duration |
| 10/1/25 | Router rebooted twice during day. | ON for 1-24 hours | ON for unknown duration |
| 11/1/25 | Router rebooted multiple times during the day. Still 45 Mbps | ON for 1-24 hours | ON for unknown duration |
| 12/1/25 | Router rebooted multiple times during the day. | ON for 1-24 hours | ON for unknown duration |
| 13/1/25 | Router rebooted multiple times during the day. | ON for 1-24 hours | ON for unknown duration |
| 14/1/25 | Arranged for a friend 'Richard' to go to site to check cables etc. Called Clear Business and spoke to Tho (not sure of the name). Explained the situation and she called Richard directly. They changed Router power supply, the DSL cable and the Filter. Speed was still slow and Theo said she would call Openreach and monitor the situation. The phone stopped working after 1 hour but the Internet remained online throughout the night. |
YES 32Mbps | ON for 1 hour |
| 15/1/25 | Lawrence called from Clear Business. He told me that Openreach had checked the line but he was unable to interpret their response. I told him of the low speed and phone line being off and making pulsing noises. He asked me to change the phone, but as I'm not on the premises this would have to wait until next week. | YES 32Mbps | NO |
| 16/1/25 | ON SLOW 32Mbps | OFF | |
| 17/1/25 | ON SLOW 32Mbps | OFF | |
| 18/1/25 | Offline. Rebooted. | OFF - ON - OFF - ON | OFF |
| 19/1/25 | Offline, Rebooted 10:25, came On. Off at 20:00 Rebooted came On. Off at 24:00, Rebooted came On. | ON - OFF many times | OFF |
| 20/1/25 | ON SLOW 32Mbps | OFF | |
| 21/1/25 | On, Offline at 13:00, Rebooted, came On. I visited premises, called Clear Business spoke to Andrew. Rebooted to get online he then did a factory reset. Internet and phone came on. I explained speed was only 32Mbps. Removed Master Socket face plate, plugged DSL cable into test socket. When it came back on the internet was still only 30Mbps. He said please monitor and call back after 24-48 hours. 17:45 Router rebooted itself. Power light only flashing then reboot sequence. Still only 30Mbps. 18:20 Router rebooted itself. 18:45 Router rebooted itself. | ON - OFF many times | OFF - ON |
| 22/1/25 | Offline, Rebooted 09:00, came On. Called Clear Business spoke to David who said there's nothing more they can do and suggested that Clear Business Retentions would allow a cancellation without penalty. Called Clear Business spoke to Callum. Raised a Dissatisfaction complaint, a letter will be sent and this starts a process of resolution which would terminate in a free of charge cancellation of contract. | OFF - ON | OFF - ON |