Random drop outs on Gig1 connection
Experiencing random drop outs on my connection. Things are generally good, but every now and then the connection just drops before shortly coming back on. Looking through the logs, I seem to be getti...
Forum Discussion
Hi there Travelstar
Thank you so much for your post and welcome to the community forums, it's great to have you here.
I am so sorry that you are facing issues with your service and thank you again for posting. I have taken a look on our side but I am haven't been able to run full checks on the Hub, can I just check is the Hub currently in Modem mode? If so can you return this to router mode for at least 24 hours so we can check things on our side?
I've put the router back into router mode so you should be able to run whatever checks are necessary now.
Thank you for arranging this Travelstar
I have taken a look on our side and I can see a few issues with the Hub specs that I do think would best be resolved by an engineer visit, I'll get a private message sent across so we can take a look.
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
Hello again Travelstar
Thanks so much for your private message and confirming your address, I have now booked you a visit for – you can your connection issues - the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The engineer diagnoses the faults as not being caused by our network/equipment
• The engineer discovers that the fault or problem relates to your equipment
• The engineer discovers that the fault or problem relates to any system that we are not responsible for
The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment