Forum Discussion

mark1970's avatar
mark1970
Dialled in
8 months ago

Is there a known issue for the BD18 area? Internet constantly dropping again.

So several months ago we had over a month of constant drop outs. There was a known issue on the network and took Virgin over a month to sort it.  Was dealing with Ashleigh from support over this. 

Well it’s started again last night and same tonight. Constant dropouts. Definitely a loss of signal coming into the house as the modem loses connection. Makes watching anything via streaming impossible. Very frustrating. 

So as the title says is this another known issue? 

Thanks, Mark. 

14 Replies

    • mark1970's avatar
      mark1970
      Dialled in
      8 months ago

      I usually do if I can but I have a virgin now o2 mobile which the signal is non existent in my home. My internet has just come back on after 40 mins and now it’s actually saying there’s an intermittent signal fault in my area. It didn’t say this last night. 
      let’s hope it doesnt take nearly 2 months to fix like last time. 

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        8 months ago

        Hi mark1970, 

        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've been having issues with your connection recently. Checking things here, our diagnostics on your home network and Hub have not found any issues that could account for connection drop-outs. Your upstream and downstream power and signal levels are all within the optimal range and we're not seeing any drop outs recorded on the hub.

        It may be worth doing a Pin hole reset of the Hub in an attempt to resolve any unfound issues. Do this by holding a pen in the reset hole on the back of the Hub for 30 seconds. This will reboot the Hub and reset all Hub settings to default. If you have made any changes to the Hub's wireless settings you may need to reconnect your wireless devices to the Hub as the WiFi settings will now be back to default.

        Keep us posted on how things go 😊

        Many thanks, 

  • mark1970's avatar
    mark1970
    Dialled in
    6 months ago

    So this has started again. Been doing it for the past 2 to 3 weeks. The status page says there’s a known problem and an engineer has been assigned. But just like last years issue every time the completion date comes it gets moved on 2 days. This has been going on for weeks now and is getting very frustrating and annoying. 
     Can this be escalated please and a resolution to this issue actioned ASAP? Area is BD18. 
    thanks. 

    • mark1970's avatar
      mark1970
      Dialled in
      6 months ago

      Just rang the 0800 status line.  It’s saying it’s a complex issue and taking longer than expected. Typical. 
      I tried to post the images from the status website but it won’t allow it. The fault reference number is F011778499

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        6 months ago

        Hey mark1970, thank you for reaching out and we are sorry to hear there is an area outage.

        The outage is an SNR outage - SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. This affects the whole area.. 

  • mark1970's avatar
    mark1970
    Dialled in
    6 months ago

    Any support members able to advise? Again the fox date has been pushed forward 2 days to the 9th. Need some assurances on a fix please. 

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      6 months ago

      Good morning mark1970 

      Thanks for coming back to the thread. We're sorry it's still ongoing. Fault reference F011778499 and the current estimated fix date is the 12th May.

      • mark1970's avatar
        mark1970
        Dialled in
        6 months ago

        Well it’s still ongoing. Now saying the 16th. Everytime the fix date comes it gets moved on 2 days. 
        so frustrating, constant drops through the day.