Virgin Media Community

[Singh11]

Phone line is disconnecting when making calls and broadband is lagging all day

[David_Bn]

Good Morning Singh11,

Thanks for your post on our Community Forums and a very warm welcome to you!

Sorry to see you've been having issues with your DOCSIS phone line, and broadband services.

Can you tell me how the services are currently looking?

I've looked into the stats of the hub and everything appears to be within spec currently - there also appears to be very few time outs too.

If you could also advise me what diagnostics you've ran and issue us with further information on the issues you've been experiencing, that would be helpful

Kindest regards,

David_Bn

[Singh11]

I have run test to phone line which there is a issue and it state to contact admin team asap so as my broadband is lag to much been a week now. I'm waiting for a repair fix it engineer visit.

[Gareth_L]

Hello Singh11

Can I please ask if you have an engineer booked to come out 

Gareth_L

[Singh11]

• No

[David_Bn]

Good Morning Singh11,

Thanks for coming back to us. 

Can you please advise me if you've been able to try an alternative landline handset? Have you also attempted to perform a pin hole reset on the hub to combat both broadband and landline issues?

Kindest regards,

David_Bn

[Singh11]

Yes I have tried both steps there is no fix.

[Natalie_L]

Hi Singh11, 

Thank you for your reply. 

I have taken a look at your account from our side and can see you have recently had a visit from our field team to investigate the issue. 

How did the visit go please? 

Thanks

[Singh11]

Today. After the engineer has replaced the refurbishment router with new one still the network is lagging and phone line is disconnecting at 100 mb speed wired and wireless.

[Natalie_L]

Thank you for confirming. 

With the new equipment being installed today, can you please monitor the service over 24 hours and let us know if the issues continue within this time?

Please just post to this thread to let us know how you get on. 

Thanks