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SBDJ
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Regular disconnection

Hi,

I've been meaning to post about this for a long time now; ever since my internet was installed (almost 18 months ago) I've been getting regular disconnections. Usually a few times a day I notice it, for about 5 minutes or so at a time.

The strange thing is that it seems to happen pretty much every day at the same time - I can usually bank on a disconnection around the 2.30-3pm mark.

I attempted to contact chat support but they weren't much help and were unable to view my screenshot as they can't open external links.

Here's a screenshot of the network status page when the fault occurs:

https://postimg.org/image/6g5u428lt/

When working:

https://postimg.org/image/sdzoi0yrr/

My telephone discussion with Virgin support was also fruitless as they kept on about my WiFi channels, despite my using a wired connection and they could find no other fault.

They are blaming the fact that I have 'too many' devices connected for this. As a former ntl network engineer I was surprised by this assertion.

It's clearly a Virgin fault and I thought I would start investigating since I've been having a few other issues lately (youtube buffering, slowdowns, TiVo even slower than usual) and since my contract is about to expire if it can't be sorted then I can look at alternative services.

 

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Superuser
Superuser
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Re: Regular disconnection

the wonders off offshore i take it - they dont change

half the info there - post the upstream levels - again when its off and when its working

you could add the network log if there is anything there 

____________________

Tony
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SBDJ
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Re: Regular disconnection

Sadly it wasn't offshore Smiley Sad

Finally got around to grabbing some screenshots...

http://postimg.org/image/w0y7he9gh

http://postimage.org/image/ilb6ry0yp

http://postimage.org/image/wg9haevdt

http://postimage.org/image/ca5zbizq9

http://postimage.org/image/7pjswlg0x

http://postimage.org/image/oel8sicm9

http://postimage.org/image/975985krl

http://postimage.org/image/igc0w0j1d

This happens regularly - usually several times a day. Having just had a whole weeks outage, months of slow YouTube access, coupled with the daily issues I'm seriously thinking of taking the speed hit and going BT FTTC :/

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Forum Team (Retired) Adam_L
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Re: Regular disconnection

Hi SBDJ, 

 

Thanks for posting! I am sorry to hear about your regular disconnection issues, I apologise for any inconvenience.

 

I have run some tests from here and I can see that your downstream power levels are borderline on the low side which could be the cause of your issues. I would like to arrange for an engineer to attend and investigate things a little further for you.

 

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

 

Take care, 

Thanks, 

Adam.


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