Forum Discussion

paulinosantos's avatar
paulinosantos
Joining in
6 months ago

Internet keeps dropping out

Hi,

Recently moved house and signed up to VM. Our internet keeps dropping out intermittently. Have ran checks on App and via VM website but always reports back that no issue has been found. But something isn't right. I was sat close to the router yesterday and was on a Teams video call that kept dropping out. A router reset seems to help for 12 hours or so before the problem presents itself again. I've read elsewhere that it could be down to how the hub is communicating with the street cabinet and we'll probably need an engineer to visit? Any help is appreciated.

  • fuhvar's avatar
    fuhvar
    Joining in
    6 months ago

    I think your router has a problem. Before, I was like you. And I found out the reason is because my router is too old

  • paulinosantos's avatar
    paulinosantos
    Joining in
    6 months ago

    Thanks for responding, the router is brand new. We had new kit sent out when we moved house in June

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      6 months ago

      Hi paulinosantos 👋

      A warm welcome to our Community Forums and thanks for your post.

      I am sorry to hear you are experiencing issues with your service.

      I have ran some tests and we've identified a short-term connectivity issue which may cause intermittent or performance related issues with your connection. These types of issues don’t last long, and your connection should be back to normal within 24 hours.

      If the issue persists after 24 hours, then respond to my PM📩 accordingly so I can offer further support. 

      Thanks