6 WEEKS OF LOSS SERVICE

[liamwilky]

can anyone explain, how 6 weeks of los of service, speaking to tech services, new router installed and complaints! and no further forward!   complaints dont respond and call you back.  Would like to know what im paying for. Time to cancel direct debit and try BT .  worse customer service ive ever experienced 

[goslow · Accepted solution]

Despite how bad VM's service might be, would strongly suggest not cancelling your DD payment. One bit of VM's business that does work very well is its debt-collection department. Past topics on here recount tales of trashed credit histories and contact from debt collectors as a result of a cancelled direct debit (whatever the rights and wrongs of the case).

Do you know an obvious cause for the loss of service (such as a cut cable in the street during roadworks etc.)?

What service (or services) have you lost?

[Sabrina_B]

Hi @liamwilky 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies that your experience with us has not been a good one. We would like to look further into this and invite you into a private message.

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina

[liamwilky]

been going off around 8times a day, Router flashes red, and when using phone, laptop etc says no internet connection.  Have raised complains , spoke to tech on the number when u finally get through. They force a signal works for a hour then goes again. To be fair I did speak to a lovely lady called Alexandra on chat and she has credited account for 2months. And just spoke to Sabrina on here who has sorted engineer out to come this week to at connection to home as router is brand new.  So see what happens . 

[jbrennand]

Post up the data as per below - we may be able to spot the issue for you to ensure the Tech fixes it

_____________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, 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]

Thank you @liamwilky and we are so sorry that you are facing issues. 

I can see that you are now in a private message with one of our staff, please keep chatting with them and they will do all they can to help.