I am having connection issues and cant do anything about it :-( I have read the flapping disconnection post -and the a few more posts on the forum, but haven't seen anything as rhapsodic as this baby so I gotta ask for help before I grab a hammer :-)
My connection randomly drops several times during the day:
1, most of the time reconnect by itself after 5-10 minutes
2, sometimes I have to restart the hub
3, or even hard reset the units (both HUB 2`s and/ now the HUB 3)
4, Windows 10 /64bit able to solve connection issues in 1 out of 10 times
6, virgin troubleshooting able to solve the issue in 2 out of 10 times
5, Virgin Customer service sometimes able to see a problem, sometimes not,random just like my connection.
I have moved in February 2016, so we received a new line (20meters), new HUB and an actuator
in March 2016 my 2nd HUB 2 has been replaced because of failure (the new engineer pointed out that I dont need the actuator and removed it)
by April 2016 the 2nd HUB 2.0 has been well cooked (it was boiling hot) and got another HUB 2 as a replacement (engineer installed the actuator- was furious for not having one)
attention: a year later ---- **bleep**
April 2017 random disconnection issues so I have received a New HUB 2.0 (engineer installed a smaller actuator)
May 2017 random disconnection continues so on the 5th May 2017 I have received a HUB 3 (engineer installs a different actuator )
Disconnections issues continues with no change:
Today I came home from work, Had no connection, windows, virgin or restart did not solve the problem so I had to reset the unit with me nail clipper. After reset, I had several disconnections and I had none in the past 74 minutes.
I am using the same GAMING rig and the same Samsung S5 phone connected since 2015 and both devices are losing connection.
The cherry on the top is that I have a 50mb package, but somehow my broadband speed has dramatically reduced is well.
I am struggling to buffer YouTube videos on both devices :-(
If you have any advice please don't hesitate to share
Have good one, cheers
ps: we have virgin since 2009 and it was always good but this is more than annoying :-(
I have replied to your PM to my colleague as she's not in work today. I hope that's okay
My tests show that your Hub has been struggling to obtain a WAN IP today and currently there seems to be a lack of upstream channel lock.
I can find no related issues on the network and I'm not able to identify other modems on this CMTS with the same issue. Therefore an engineer appointment is something I most definitely wish to organise. Please reply to my PM so we can arrange a visit and get this sorted out.
I have the engineer visited and my router has been replaced the 5th time, however the problem still persist.
I like to remind you that I have had paid my bills on time in the past 7 years therefore I like to request a refund of my last 3 months bills
as I have no functioning broadband since April 2017.
It is a good thing that Virgin do not provide Public Health Services, because as a plumber and heating engineer, I can tell you my clients would not put up with occasionally working central heating and water services for month after month after month!
If that would be Up to Virgin - We would be out of water, gas and heating since April!
I have replied to your PM and scheduled another engineer appointment. I am sorry that this issue persists and really hope we can get it resolved for you. I have requested that a principal technician attend this time and am eager to find out what transpires so please keep us updated on the outcome.