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Home Phone: external phone cable has been cut!

Hello,

1. My telephone line has been cut in that the external cable is broken. I need an engineer to reconnect it please.

2. My Gig1 ethernet speed is dreadful. I have hard wired my Shield and PS4 to the Hub 4 and the speed varies wildly, from 30mbps to 300mpbs.  

3. My Gig1 WiFi speeds are even worse and the connection drops frequently. I have factory reset and rebooted the router. I have used a WiFi Analyser and changed the channels but to no avail. The VM router diagnostic tool says there is a problem with my WiFi and does not provide a solution.

4. I have called VM for help. I was on hold for over one hour and was then cut off. 

5. My chat room messages have been ignored. 

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Re: Home Phone: external phone cable has been cut!

Hi jamman008,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear you're having some issues with the phone line and your Internet connection.

 

I've been able to locate your account using your forum details, after completing diagnostics I've had to arrange an engineer to visit regarding the phoneline. you can view the time and date of your appointment via your online account here

 

In regards to your Internet, are you able to perform a wired speed test to a laptop/ computer whilst all other devices are disconnected and let me know what speeds you're getting?

 

Alex_Rm

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Re: Home Phone: external phone cable has been cut!

Thanks for booking the engineer Alex. 

I am booting up my laptop to run the speed test and will return to you. 

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Re: Home Phone: external phone cable has been cut!

No worries jamman008,

 

Keep us posted 🙂

 

Alex_Rm

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Re: Home Phone: external phone cable has been cut!

Hi Alex,

Phone line has been restored, thank you. 

My Hub 4 router is defective in that the ethernet ports are damaged, as ethernet speeds on device with gigabit networking cards that are connected to the router (Cat 6 cable, no switch) are not achieving anywhere near gigabit speeds and I am actually getting faster WiFi speeds on those devices. 

Can you send me a new Hub 4 router please?

Kind regards,

James

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Re: Home Phone: external phone cable has been cut!

Hi Alex,

Wired speeds range from 200mbps to 500mbps. 

WiFi speeds range from 300mbps to 500mbps.

Devices used for speed tests: laptop with gigabit networking card and Nvidia Shield, both with confirmed 1000mbps ethernet links.

Setup: device connected to router with CAT6 with no other device connected. 

Google Speed Test, SamKnows, Broadband Speed Checker and Fast.com. 

SamKnows shows circa 1gbps coming into router, therefore, the issue must be with the router. 

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Re: Home Phone: external phone cable has been cut!

Alex,

Google Speed Test result:

Download = 224.5mbps

Upload = 462.4mbps

Gig1 upload is capped at 51mbps. 

Kind regards,

James 

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Re: Home Phone: external phone cable has been cut!

Hi jamman008, 

 

Thank you for getting back in touch. 

 

I am sorry to hear you are not achieving the expected speeds when using wired connections from the Hub. 

 

Unfortunately, we are unable to arrange a replacement Hub at this time as we will need a technician to come and take a closer look. If it is not able to be fixed during the visit, the technician will then be able to replace the equipment. 

 

I have gone ahead and booked the next available visit for you and as before this can be checked by visiting your online account here

 

Please let us know how you get on

 

 

Nat
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Re: Home Phone: external phone cable has been cut!

Thanks Nat. 

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Re: Home Phone: external phone cable has been cut!

You're very welcome jamman008.

 

Please let us know how you get on with the visit and if you require any further assistance. 

 

Have a lovely evening 🙂

 

 

 

 

Nat
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