Forum Discussion

Liveammo's avatar
Liveammo
On our wavelength
2 years ago

Windy wet weather causing internet problems

Hi, in the last few years i've reported this problem a few times. On call and probably on these forums.

Whenever we experience windy and wet weather, our internet connection either fails completely or stays connected with sporadically unworkable very slow speeds.

Each time this occurs, we always check the service status in our area... 9/10 times the service in general in our area reports no problems. I've ran through several troubleshooting methods in the past, including tech support on calls through Virgin Media. Eventually the internet always ends up working, in worst case scenario after 1-2 days. 

I think its about time for an engineer to be arranged to check our external connections/box. I can't seem to book an engineer online hence thought this might be possible through the community forum (assuming VM reps are available to respond). 

I'm using HUB 3.0

 

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 years ago

    A VM staff member will respond in 2 to 3 days. 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    Had this problem a few years ago with heavy rain.  Turned out to be the local street cabinet was getting soaked inside and causing no end of problems.

    It was fixed fairly promptly, as it would have been affecting several customers.

  • John_GS's avatar
    John_GS
    Forum Team
    2 years ago

    Hi Liveammo 

    Thanks for posting and welcome back to the community.

    I am sorry for any broadband issues. From running a system diagnostic, you do need a tech visit.

    I'll send you a PM now to book this in.

    Best wishes.

    • Chris14_9's avatar
      Chris14_9
      Joining in
      2 years ago

      Hi @John_GS,

      Liveammo's account of their issue sounds identical to the issues we are experiencing. I wonder if you could run diagnostics on our location/arrange an engineer if needed too?

      Thanks,

      Chris

      • Liveammo's avatar
        Liveammo
        On our wavelength
        2 years ago

        Hope you get it sorted with VM... a quick update: since the fix with the engineers visit + connector replacement, its been working flawlessly regardless of what the weather throws at us 🙂

        I think it would be more beneficial if you started a separate thread to get the experts onboard. 

  • John_GS's avatar
    John_GS
    Forum Team
    2 years ago

    Hi Liveammo 

    Thanks for joining me on PM and confirming your details so I can book in the technician visit for your broadband issues. The visit will be viewable shortly in your online account - virg.in/myVM - where you can cancel/amend if needed.
    There will be no charge for this visit unless:
    • The technician diagnoses the faults as not being caused by our network/equipment 
    • The technician discovers that the fault or problem relates to your equipment
    • The technician discovers that the fault or problem relates to any system that we are not responsible for
    The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
    Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
    If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
    Let us know how the visit goes and do also pop back if you ever need further assistance.

    • Liveammo's avatar
      Liveammo
      On our wavelength
      2 years ago

      Thank you John,

      Engineer booking received 🙂 Glad this was sorted using the online forum as I'm unable to attend these matters during the day (on weekdays). 

      Look forward to getting everything sorted!

    • Liveammo's avatar
      Liveammo
      On our wavelength
      2 years ago

      Engineer has been over a few days back and changed the connectors on the outside (a VM box installed on the external house walls). Since the visit, the internet has been working flawlessly!

      I am curious though -we haven't experienced bad weather since the connector replacement... was the identified problem rain water related? I never got a chance to meet the engineer when he was over hence would appreciate any info on what was causing the issue.

      • Sephiroth's avatar
        Sephiroth
        Alessandro Volta
        2 years ago
        If the connectors on the outside wall got corroded or were loose and water got in, there would be signal attenuation and micro-reflections which amounts to noise.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    You only get compensation for complete loss of service after the first two days.