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davemysteron's avatar
davemysteron
Tuning in
2 months ago

Internet drop outs

Over the last few weeks my internet connection has been randomly dropping out. I called the support line and they told me the cure was to upgrade to Volt M500. So I did at an additional cost. However, I’m still experiencing reasonably regular drop outs.

If I’m on my phone and switch WiFi off, everything works fine via O2 data. But if I switch back to my Virgin WiFi again, I get drop outs.

My connection has been great for years and I’d appreciate any help to get it back to  ring reliable again. Thanks

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

    Hi davemysteron, 

    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're having an issue with your internet dropping out. Checking things here, we can see that your hub stats are out of specification. Your upstream power levels are too high and the downstream are too low. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

    I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊

    Thanks,