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nickapos
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Broadband daily disconnections

Hello there, 

First post in the community forum, but almost 3 years a client of virginmedia. For most of those 3 years everything was great but the last 2 months I have a lot of disconnections, with almost daily disconnections the last few weeks.

I tried calling support, but there was a waiting queue of more than 30minutes.

Is there any other way to contact support?

Can anyone in the forum help me debug this thing?

I also tried using the self service service tester from my.virginmedia but it does not seem to do anything.

Thank you

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Forum Team (Retired) Adam_L
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Re: Broadband daily disconnections

Hi nickapos, 

Thanks for the post! I am sorry to hear about your daily broadband disconnections, I apologise for any inconvenience caused.

I have tested things from here and I couldn't see anything out of the ordinary, no errors or time outs inside the Hubs logs and all of the power levels are within the preferred ranges.

Are you still having these issues? If so, how are you connected wired or wireless?

Also, what does the Hubs light sequence indicate when the connection drops?

Please include a recent copy of your Hubs logs in your response, you can find these by opening your internet browser and typing 192.168.0.1 into the address bar, before logging in it will say 'Router Status' click there and all the information needed is inside.

Take care, 

Thanks, 

Adam.


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nickapos
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Re: Broadband daily disconnections

Hello Adam, thanks for the reply

I managed to get in contact with one of the support engineers through the chat, after i posted the message in the forum.

He managed to change the configuration of my superhub (no idea what he did), and my line is stable since then.

Thank you very much for your time Smiley Happy

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