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Rabelais's avatar
Rabelais
On our wavelength
7 months ago

Problems in the PO8 area

I am struggling with an issue in the PO8 area with my broadband. I have been suffering with intermittent dropouts for over a week and a problem was found and show as being dealt with by an engineer. Twice the ticket has shown to be raised and then resolved, but I still have the issue. When I have a connectivity loss I obviously cannot run a status check and after the loss as finished the status check returns a normal result, bar an issue with my tv service.

Running PRTG has show the hub dropping connectivity at least once an hour over the last 2 days, the drops are relatively short (a minute or so) and the frequency changes. After the last "repair" it's frequency has decreased, but the problem is still there. My internal IP on my network is unaffected with no packet loss, it is just seem the gateway losing connectivity.

I am at a loss of what to do, what should be my next step.

Rab 

 

3 Replies

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    7 months ago

    You have a fault. 

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

    • Rabelais's avatar
      Rabelais
      On our wavelength
      7 months ago

      That's why I am here I guess, calling the 150 line gets me dropped by a network interruption. I have to go into the garden to use my mobile reliably, which I have done. When I register the fault it appears on the status page, but then it shows repaired later on, but the fault still remains present (if reduced). So I guess I will wait here until a kindly staff member sees me and takes pity on my plight,

      Rab

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

        Hi Rabelais 

        Thanks for posting and welcome back to the community.

        We are sorry to hear of the broadband issues. From a diagnostic, your downstream power levels are nearly maxed out, this could be causing the issues. 

        I'll send you a PM now to assist further.