22 months

[Rich12]

Had a intermittent internet connection for 22 months and counting, had a total re-wire in and outside 2 repulls and equipment still the problem exists.

Being lied to,false info given not listen to and more, CEO executive team I emailed in March 2024 no reply, promised a call back off them, lol not happened, vm sent 2 emails to them, nothing, they just don't give a dam. Vm are terrible all I get is sorry, I understand, guess what, YOU DONT.

Was promised that when I called today I would be put through to the CEI office, nope instead was lied to on one call, woman Cound not understand the word. Fee, last call I flipped after repeating my self so many times. Vm are really unbelievable and will lie to you PROVEN 

[jbrennand]

Can we explore the actual issue by addressing this...

....are your connection issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one - to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?
What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

Also to reveal the quality of your connection, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” - to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[Ashleigh_C]

Hi @Rich12 

Thank you so much for your post and welcome back to the forums.

I am so sorry that you have faced this issue with your service and that you have had multiple appointments to resolve this, I can fully understand how frustrating this must have been. 

I can see that you have mentioned you are already in contact with our CEO team regarding this complaint, to clarify have you had a previous response from the team at all?