Forum Discussion

notter's avatar
notter
Joining in
2 days ago

Losing broadband connection

Hi,

Last Wednesday, I lost connectivity to the virgin network. A week further on there has been no fix and no engineer. I have spent in excess of 2 hours on the telephone and I am still no further down the line. I was told there would be a new router sent out, no router!
I spoke to support again yesterday ad they informed me an engineer would be out today and that a work order had been placed. On checking my account this morning no engineer visit has been arranged. My frustration levels have hit fever pitch!

From what I can tell a router wouldn't fix the issue unless the fiber port is broken as the ONT power levels are showing -40000, which suggests to me there is a break somewhere. If someone had bothered to ask or listen, I would have thought this information would have been pretty pertinent.

I asked for a call from a manager to get an engineer escalation and now I am told it will be 2 to 3 hours. The time when the engineer should have been here!

Disappointed is not the phrase I would choose normally but I can't think of any other way to put it!

Notter

[Mod - Title edited for clarity]

Broadband
complaint
Connection
Help

2 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 days ago

    Don’t forget to claim compensation for every day it’s not working…

  • spirit2674's avatar
    spirit2674
    Up to speed
    2 days ago

    Sorry to hear you are having connection quality problems Notter.

    I too am having prolonged connection problems (detailed in my thread here), after a number of years of "reasonable" reliability (i.e., mostly consistent up-time, with some small instances of downtime, which were ultimately solved).

    One of the first things I would recommend doing, when the connection allows it, is to setup a Broadband Quality Monitor service.  This allows a graphical representation of your ongoing connection quality.  They best service that I know of that provides this is here.  Be sure not to post your IP address if you are able to later post BQM images here.

    Also, when you get an opportunity, I'd recommend posting a Hub Diagnostics Review (Status, Downstream, Upstream, Configuration, Network Log).  For my own case, with a Hub 5, that is done via navigating to the Hub 5’s administration link (http://192.168.0.1), selecting “Check Router Status” (no login required this way), then checking the relevant tabs/pages.  Be sure not to include (i.e., to omit) any MAC address information if you are copying/pasting details.

    Also, I'd recommend bookmarking the VM Service Status page here, and reviewing that when the connection allows it.  I'd adjunct that with downloading the VM app to your smartphone, as it too, allows checks of service status, potentially via a "mobile" connection, if your broadband connection is down.

    Lastly, I often see people recommending running a SamKnows “real speed” test (link here).  That might give you some more insight as to whether the problem is with your connection generally (i.e., "VM side" problem), or whether it is with hardware/software setup in your home "after" the router.

    The above are not going to solve your problem, but will give you greater visibility of what is going on with your connection, so you can have more confident conversations with VM colleagues as you proceed to seek a fix.