Broadband and Telephone connection keeps dropping

Engender = engineer 😔

Hi Waseemmm89, 

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 broadband connection and as a result, your telephone line is having issues too. 

Taking a look at things this end, the signal and power levels are all optimal, the uptime looks good and there are no faults being detected in your area. I can see there have been several disconnections on the hub though so I would like to book another engineer to come and take a closer look at things. 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. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

Hi Waseemmm89, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• ➡ The technician diagnoses the faults as not being caused by our network/equipment
• ➡ The technician discovers that the fault or problem relates to your equipment
• ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
• ➡ The technician 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 MyVM 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.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.

They have replaced the router a few weeks ago.  I still have same issue.  I set the old up to broadband quality manager which which I provided screenshots for. That's still set up along with the new one. The old one is online where ever it is but it's stable no disconnections whatsoever. 

Hm yh, those were only to prove to VM I have a problem at first they were saying everything is fine. There are no outages. It took them a week or so to admit there was a problem. Engineers been out quite a few times so the wiring has been all checked. Router it new. He changed the cables outside my house on the last visit and said if this doesn't help then I don't know. It will need escalating to the next department to check at the exchange onwards but for some reason vm won't escalate this I have asked a few times they keep doing the same crappy checks and telling me to wait for 24 hours so they can monitor saying they will call back after 24 hours. Its been weeks no one gas bothered calling.

So i am out of ideas