Broadband and Telephone connection keeps dropping

[Waseemmm89]

Hi,

For the past few weeks I have been having Internet and telephone issues. The connection just drops and ok my phone it says connected without Internet. I have done reset pin hole and reboot. Even factory reset nothing seems to helps. Since yesterday it's gotten worse. Before it was dropping but not as much. Yesterday night it was constant it would start working for like 5 mins then would drop again.

I have spoken to VM cust service a few times and gone through steps to rectify it but they kept saying we have sent a 'signal' that should help, but it hasn't. They've been pretty useless, they were going to charge me for engineer visit so I said no and phone a day or so later and they booked engineer without any money so I don't get it they waste so much time chatting crappie, I guess I did phone after 6pm so I was probably though to a call centre out of the country.🙄

I've even had an engender come out and he said it was fine it much be something else causing it and he would take a look but still I am having this issue. There are no issues on the area.

When my Internet goes down so does my telephone line. I can't do without a line as I have phone calls constantly coming some of which are appointments for my elderly parents.

I have added screenshots below. And guess what its disconnected while i was typing this 😡

  

 

 

 

 

  

[Waseemmm89]

Hi Rob, 

The usual, I have engineer coming out later today. I will be back at square 1 tomorrow.

Waseem

[Martin_N]

Thank you for that information Waseemmm89. 

How did the engineer visit go? Has this all been resolved?

^Martin

[Waseemmm89]

Hi Martin, 

I don't think it has been solved. The engineer said that everything in the property is fine. There it a network problem at the exchange. It has old plates on there, they need replacing. He said he had already requested it the last few times he came for these to be replaced, but they don't seem to want to take the job on. 

Not ideal, if that is what the issue is they should have told me before. For the past few months I have banging my head against a brick wall not knowing whats going on.

Waseem 

[Gareth_L]

Hello Waseem.

Thanks for your reply, It is very much appreciated.

Sorry to hear the the cabinet/exchange is in need of a new faceplate.

Would you like me to chase this up for you with our Networks team?

If so please let me know and I can send you a private message to gain account access.

Gareth_L

[Waseemmm89]

Hi, it would have been nice if would have been done when the issue was first mentioned to the network team. Its a bit late now after pulling my hair our for months. Yes I think you should have them replace this. I will PM you. 

Waseem

[Gareth_L]

Hello Waseem.

Just wanted to let you know, I haven't forgot about this. If you can send the BQMs that would be great.

Also have we been out today?

Gareth_L

[Waseemmm89]

Hi, these images below are broadband monitor, the red lines show all the times I have had no Internet and Phone. I have only included the days where I had issues. There were some weeks it worked fine. I left the calendar thing at the top so you can see the days I had issues, images below and missing ones where it was working fine.
Yes the engineer has been out, he said that there is some issue but most likely at the main exchange, the faceplate looks okay. The connection had been fluctuating and a network team needs to take a look at it, he said he would let the manager know. (same old - this has been said many times before so even he was saying VM can send 1000 engineers but it still won't be fixed it needs escalating) so I sound like a broken record now, I have said this many times so have the engineers so why are still no further from like a month or 2 ago...

New Router

[Waseemmm89]

New Router

[Steven_L]

Thanks for coming back to us Waseemmm89, the images that you have shared are not visible, it maybe that you have left some personal data on the screenshots, which would mean that the images are rejected. Would you be able to provide the latest BQM graph to help investigate the issues that you're having. 

Kind Regards,

Steven_L

[Waseemmm89]

Hi, yes I tried to remove the info and uplaod again but it didn't work. See below... 

 

 I did a chat online and got this reply...

"Yes I understand that your services will be disconnected tomorrow and when there is a cabling issue outside your house that affects the services we schedule a technician visit and this is called a pre pull job and as the visit is scheduled after the service is disconnected the visit will be cancelled automatically and for all the days you were not able to use your services we will initiate a refund for you on your final bill . I sincerely apologize for all this issue , I understand how frustrating this must be for you and I am really sorry that you were not inform about all this before"