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ieuhrgidfbgkfda
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Message 11 of 20
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Re: Broadband Dropping Out Intermittently

Thanks for your response!

You're right, I had ICMP echo off in my firewall. Temporarily enabled for this new BQM.

My Broadband Ping - Virgin

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ieuhrgidfbgkfda
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Message 12 of 20
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Re: Broadband Dropping Out Intermittently

Update - I called Virgin's "tech support" who were fixated on the idea that my router is the cause of the issue despite the fact I've been using it without issue for the better part of a year. I did the pin-hole reset on the hub and connected my PC directly to the hub. Nothing else connected. Same issue, intermittent connection. They then tried to get me to change WiFi channel width despite the fact that I am connected via ethernet...

I asked if it's possible to get an engineer round, to which they told me I must open a complaint and wait for them to get back to me at their behest.

I feel as though I'm drawing blood from a stone here.

Does anybody have any tips on how to get to the real technical support, not the scripted call centre one?

I'm considering just moving over to BT at this point for reliability's sake.

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jbrennand
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Message 13 of 20
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Re: Broadband Dropping Out Intermittently

I will flag for VM to come here and take a look

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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ieuhrgidfbgkfda
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Message 14 of 20
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Re: Broadband Dropping Out Intermittently

Thank you!

Now that BQM graph is showing the connection is intermittent, hopefully it's enough evidence for our benevolent virgin overlords to deem me worthy of their communication.

Exodus 3:14-15 Virgin said to Customer:

I am the eternal Virgin. So tell them that the Virgin, whose name is “I Am,” has sent you. This is my name forever, and it is the name that people must use from now on.



 

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Tom_F
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Message 15 of 20
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Re: Broadband Dropping Out Intermittently

Hi ieuhrgidfbgkfda, thanks for getting in touch.

 

Sorry to hear about the issues you've had with your connection.

 

I'll get in touch via PM so we can arrange a visit from an engineer.

 

Tom

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ieuhrgidfbgkfda
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Message 16 of 20
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Re: Broadband Dropping Out Intermittently

Wonderful news, thank you Tom!

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Tom_F
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Message 17 of 20
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Re: Broadband Dropping Out Intermittently

Thanks for getting back to me ieuhrgidfbgkfda. I can see from here this will require the attention of an engineer so have booked one for you. If you need to reschedule you can do via your online account (virg.in/myVM).

 

Please let us know how that goes, or if we can help with anything else.

 

Tom 

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ieuhrgidfbgkfda
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Message 18 of 20
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Re: Broadband Dropping Out Intermittently

You were correct lotharmat , thank you!

An engineer had a look and said the same thing.

He added an attenuator and replaced the coax cable, problem sorted.

 

And thanks to Tom for arranging the engineer visit! 

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lotharmat
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Message 19 of 20
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Re: Broadband Dropping Out Intermittently

Glad to her it all worked out!!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Paul_DN
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Message 20 of 20
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Re: Broadband Dropping Out Intermittently

Hi ieuhrgidfbgkfda,

 

 

Thanks for coming back to us and for the update, glad to hear everything is now OK after your Technician visit, please let us know if you have any further issues?

 

Regards

 

Paul.

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