Forum Discussion

James_Ashbourne's avatar
James_Ashbourne
Joining in
4 months ago

Very unreliable connection

I have had VM fibre installed now for about 2/3 weeks and in that time it has gone down about 6 times, each time for 5/6 hours.

It has recently come to light via a local group page on facebook that many people in my town are suffering from the exact same issue (at the exact same time)

I know that some of the people that have been affected have been in contact with VM over the phone, however VM told one person in particular that no one else was having any issues and they were the only ones. This is totally incorrect, at least 15 people have voiced their dissatisfaction with the service.

This is not acceptable, and I wanted to know if there is someway to have an engineer check out the equipment that is causing this problem or is this a more national problem ?

6 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    4 months ago

    Hi James_Ashbourne, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've been having issues with your connection and that this seems to be affecting others in the area too. Checking things here, there is no known network fault currently raised. 

    Please make sure the cable in your wall socket and in the bottom of the Hub are securely pushed in. Please don’t try to remove the cabling as this may damage it. After checking all cables connected to the Hub are connected securely please turn your Hub off and back on again using the power switch on the back.

    Please keep us posted on how things go.

    Many thanks, 

    • James_Ashbourne's avatar
      James_Ashbourne
      Joining in
      4 months ago

      Hi Kath,

      yes I tried basic troubleshooting and contacting VM support through online chat.

      But I am not talking about a problem that just affects myself, as per my original post, multiple people in my area have reported issues at the same time as me, this is clearly more of an issue than just my line.

       

       

    • -tony-'s avatar
      -tony-
      Alessandro Volta
      4 months ago

      ahhhh come on Kath thats not like you - you are better than that - the OP describes multiple problems in the area and you suggest checking cables and an on/off cycle - is that for all in the area that have problems or do you hope the OP doing what you ask will reset the connection down the line

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 months ago

    The OP needs to setup a BQM to pro-actively record the evidence of a poor circuit.

    www.thinkbroadband.com/ping

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      4 months ago

      Thanks for coming back to us James_Ashbourne. You mentioned earlier that the issues are happening at the same time, are the issues happening in the evening after 5pm onwards?

      Also, are you able to setup a BQM as Adduxi suggested? This would help us to diagnose the issues that you're experiencing and hopefully help us to get a resolution.

      Kind Regards,

      Steven_L