Forum Discussion

coneypark's avatar
coneypark
On our wavelength
4 days ago

Signal issues and loss of connection daily

Hi, hope a member of the VM team see this and reach out as phone support don't seem to understand the issue.

For the last week, I have been experiencing multiple loss of internet numerous times each day. The online service status has said on Thursday last week and today that there were faults in my area which are showing as resolved. Even after this I'm still loosing connection and having to re boot the router to even get connected.

Occasionally the online checker says there are signal issues and to wait 24 hours but I can't keep having multiple periods each day of no connection.

I really need someone to look at the modem logs to see it's a signal issues as it's happened before and get an engineer out.

I would be so grateful for any help.

Thanks 

John

4 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 days ago

    If there is an area fault, VM will not send an engineer out.  You can however setup a BQM to monitor your incoming circuit 24x7   http://www.thinkbroadband.com/ping

    Try checking with Area faults on  0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page

  • coneypark's avatar
    coneypark
    On our wavelength
    3 days ago

    Hi, it's not an area fault. The area fault is fixed my problem is signal related. It happens every couple of years and support on the phones now just don't look into it enough. I've lost internet three times today but it comes back eventually but that's not what I'm paying for

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      20 hours ago

      Hi coneypark, thank you for your posts.

      We're sorry to hear about the issues you've been having with your broadband service 😔

      I can see you've been in touch with the team since your latest post. Did they manage to book an appointment for you?

      Please pop back to us at your earliest convenience.

      Thank you for your support Adduxi and Client62 👍

      Regards,
      Daniel

  • Client62's avatar
    Client62
    Alessandro Volta
    3 days ago

    Often signal level issues can be seen in the Upstream / Downstream stats from the Hub.

    Have a look and if your not familiar with the info, copy paste the text of the Upstream / Downstream stats ( not the Log )  into this thread and we can review them for you.