Forum Discussion

Gazz101's avatar
Gazz101
On our wavelength
9 months ago

58 registered disconnections in a month acceptable?

Complained recently to VM about random broadband service disconnections, as my Ring alarm system notifies me when it switches to mobile. Got a response saying they’ve actually registered 58 disconnections in the last month alone, for total of around 3 hrs service loss. Does not qualify for auto compensation apparently but well give you £10 to close the complaint. Question is, is 58 disconnections in a month an acceptable service? Really happy with broadband speeds generally, just these drop outs are frustrating if you’re watching a film or working from home in the middle of something.

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  • Client62's avatar
    Client62
    Alessandro Volta
    9 months ago

    For our VM Hub random Wi-Fi disconnections were caused by the Hub changing Wi-Fi channels.

    Once we disabled Smart Wi-Fi aka Wireless Channel Optimization
    and set the 2.4GHz band to Channel 6 and the 5 GHz band to Channel 44
    we can stream TV for hours or have a long video call without any glitches.

    • Gazz101's avatar
      Gazz101
      On our wavelength
      9 months ago

      It’s the service from VM that’s being interrupted which their system monitors, so the whole VM router cuts out for wired and WiFi. They obviously know the issue as they’ve recorded 58 outages in a month. Longest outage I was aware of was about 30 mins, normally back on in a few minutes, but not an equipment issue in my house.

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

        Hey Gazz101,

        Welcome back to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment and that amount of service interruptions is not an acceptable amount for any customer to be experiencing. How are things looking since you last posted, have you had any further disconnections? We have been unable to locate you on our system from the forums but we could look further into this for you from here via private message, if you're still experiencing issues.

        Kind Regards,

        Steven_L

  • vmrunreliable's avatar
    vmrunreliable
    Superfast
    9 months ago

    Yes if you only get 58 disconnections in month with virgin media you're ding well.