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Superuser
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Message 11 of 42
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Re: This company is failing to provide a continuous service!

then post some facts - which modem - that should be SH do you have

are your problems wired or wireless - always test wired 

log into superhub - 192.168.0.1 - DON'T SIGN IN, click router status [top right] - and post the downstream and upstream figures

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Tony
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ih8Viiiiiirgiin
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Message 12 of 42
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Re: This company is failing to provide a continuous service!

This is an external issue, the SH is unable to connect to Virgin's network! (and it has just happened 20 minutes ago, for the 4th time today....)

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ih8Viiiiiirgiin
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Message 13 of 42
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Re: This company is failing to provide a continuous service!

I think this is more than a reason to be upset with them! We are just about to change providers now!

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Message 14 of 42
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Re: This company is failing to provide a continuous service!


ih8Viiiiiirgiin wrote:

This is an external issue, the SH is unable to connect to Virgin's network! (and it has just happened 20 minutes ago, for the 4th time today....)


unless you are a tech how can you know that - high powerlevels can cause that for example - if it is that then a tech visit would resolve it - but up to you - help is here if you want it 

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ih8Viiiiiirgiin
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Message 15 of 42
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Re: This company is failing to provide a continuous service!

We have been asking Virgin for a long time now to try, and possibly resolve this issue. No one visited, yet.

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Message 16 of 42
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Re: This company is failing to provide a continuous service!

no one will if you dont book a tech - depends who you talk to - offshore make it up as they go - VM here will try and sort it but they need input from you - they simply will not book a tech visit because you say its crap - they want facts - i asked for some above - post the levels from the SH and the network log - thats the start point - say if the issue is wired or wireless or both

tick some boxes and users here wil help - in a week or so VM will get to the thread and add there opinion - if its obvious you need a tech visit they will arrange it

 

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ih8Viiiiiirgiin
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Message 17 of 42
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Re: This company is failing to provide a continuous service!

We have called them multiple times now, to no avail. The connection is unreliable, what more facts are needed? They are simply refusing to even try to resolve it.

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Message 18 of 42
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Re: This company is failing to provide a continuous service!

let me spell it out - the levels on the SH can affect the quaility of the service - there is a range to the settings - outside that range and you have problems - you need a tech to sort it if thats the problem - level one support may or may not look at them - if they do they may or may not understand them - they have a belief that everything is wonderful in the world of VM and all problems are the users 

so post the upstream and downstream levels

what other facts - its unreliable - what does that mean - wired or wireless - if its wireless then that your problem not VM's - they sell internet access to the modem WIRED - they provide wifi via the SH - if it works - great - if not - you solve it or come here and ask users [like me] for help

again a fact - which SH do you have

saying its crap or unreliable is meaningless - you want help or you dont - post facts and you will get help/input - continue down the route of VM are crap and you will get little to no input 

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ih8Viiiiiirgiin
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Message 19 of 42
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Re: This company is failing to provide a continuous service!

Let me get back to you on that. I need to reconfigure the modem to access the logs. (Now it is in modem-only mode, and not acting as a router, there is a TP-Link, which is handling the distribution of the signal.)

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Message 20 of 42
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Re: This company is failing to provide a continuous service!

just go to 192.168.100.1 and the values are there - button top right if its a SH 1 2 or 3 - no need to log in - no need to go to router mode

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Tony
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