Forum Discussion

darthblingbling's avatar
darthblingbling
Settling in
7 days ago

Constant drops

Since I moved home and moved the service to the new house, I am constantly getting internet drop outs lasting either 10 mins or in some cases the whole evening.

It's not the WiFi as I am able to connect to the router box  over WiFi whenever the internet is down and look at the settings.

When I log in during one of the downtimes, it says internet is online, but this is not the case.

If I check the network logs I get errors such as 'no ranging response' which from googling appears to be linked to a poor connection to the house. I have noted that there may be a link to bad weather.

I have checked all the coax cables and all seem to be tight as I can get them.

I have tried reporting the fault using Virgins status checker thing. It checks the connection for 24 hours then it tells me it has found a fault and to click this link to book an engineer. I click the link and it starts the whole process again!

I try to use the chat function but I get nowhere. It gets me to use WhatsApp which never works. So overall I am struggling to speak to anyone about this.

As it's patchy I also fear that if an engineer does come out, it'll be on one of its good days and I'll just get fobbed off.

Its the hub 3.0 box, I am on the 350mb plan.

If the logs are helpful I can post, just need to get to a laptop.

2 Replies

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    6 days ago

    First, try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    Logs will help when you get a chance

    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

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    4 days ago

    Hey darthblingbling, thank you for reaching out and we are so sorry to hear about your connection issues.

    We've taken a look and currently everything is looking fine how has it been over the last few days?