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Andrea24's avatar
Andrea24
Joining in
2 years ago

Broadband issue for a month now

We lost our broadband on the 23rd of March weekend, which we reported on the 24th. We had an indoor engineer on the 26th, who said the problem is outside. He changed everything inside and got it working temporarily. He told us he booked us an outside engineer. We waited all week, but nobody turned up. We called several times and finally somebody could see that there is a report and indeed we have a problem. They were supposed to book an outside engineer but who came on the 16th of April? Of course, an inside one. He reported the issue again. Our next engineer is supposed to come on the 1st of May. Our internet is intermittent, way out of spec, it is more often off than on. Can somebody explain to me why I have to wait for 2 weeks to get somebody to repair it, when I reported it nearly a month ago the first time? We pay for a service which most of the time we are unable to use, on a higher price since April. How lovely.

Sorry, I just had to rant to someone.

Thanks

Andrea

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    Can we see your connection data - can you do this...

    ____________________________________________

    Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

  • ns006m's avatar
    ns006m
    Tuning in
    2 years ago

    Do you have a hub5?

    I had the same problem with mine, 3 engineer visits, all connections changed inside and out, a hub change and was still getting disconnects. I cured the problem by putting the router into modem only mode. Not had a disconnect since.