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CustX
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Broadband keeps disconnecting... again

Approximately every five or ten minutes the broadband connection drops out and then re-connects. This has been happening for about three months now.

In addition, I had Virgin Media before (twice - in fact) and the same thing happened then which was the reason I cancelled it both times. Have moved house since then and thought I'd give it another go. But no, same problem. I contacted customer services (on here as well as on the phone), and I can't remember what was done but in the end the problems were never fixed.

There's no point in being "super fast" if it's only super fast for a few minutes and then cuts out. I'd rather it was just of an average speed but stayed connected (like my Sky Broadband was).

Not happy.

Any help much appreciated.

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Forum Team
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Re: Broadband keeps disconnecting... again

Hi there CustX,

 

Thanks for posting and a big welcome to the community Smiley Very Happy

 

Sorry to hear about the connection problems you're currently experiencing, it sounds irritating.

 

I would like to ask a few questions to help with our diagnostics, if you don't mind. Firstly, are you using wireless or hard-wired devices when you notice the problems? Do you notice if the connection is worse at specific times of the day/night? Lastly, are you having problems on multiple devices, or just the one?

 

If you could get back to us when you have a chance, we would be more than happy to investigate further.

 

Take care.

Heather_J

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CustX
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Re: Broadband keeps disconnecting... again

Still having this problem. Some days it's barely usable.

To answer your questions:

- Using a wireless device.

- I don't notice it being better or worse at certain times of the day. When it does disconnect or go very slowly I disconnect from the network and reconnect to it and them it instantly works properly.... for a few minutes, before disconnecting again.

- The problem exists on all devices: Windows 10 PC, iPad and iPhone.

Any help appreciated.
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Forum Team (Retired) Adam_L
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Re: Broadband keeps disconnecting... again

Hi Custx, 

Thanks for letting us know your issues are still persisting, I am very sorry to hear this and I will do my best to help resolve your problems.

I have tried to diagnose your connection from here, however, I was unable to locate any of your details via your forum account, in order to proceed I will require some information from you.

I will send you a PM (purple envelope at the top) detailing what's required to proceed with diagnostics, please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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