Broadband and wifi

[Nyrbie]

Issue with glitchy calls on Zoom and Teams etc. Ongoing for 5 weeks. Engineer/ technician/ constructors all been out to try any resolve but so far no resolution. Tried to cancel but was told would have to pay early disconnection fee. 30+ days now. Terms state I can cancel if issue not resolved in 30 days. 

Currently still waiting for someone to tell me what the issue is... noone at VM stunned to know when I called 3 times today and got passed around various departments each claiming it wasn't their remit. Got disconnected twice! 

[jbrennand]

Firstly... are the 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 to help diagnose whether it is just a wifi issue or it could be network connection related?

What Hub model is it and what are the various Hub lights showing/doing when this happens?

Then lets see the Hub/connection data - can you do this......

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[Sofia_B]

Hi @Nyrbie. 

Welcome to the community and thanks for your first post, we're happy to have you with us 🙂 

I'm very sorry to hear you're experiencing ongoing service issues, I appreciate this is frustrating and we apologise for any inconvenience caused. 

As so helpfully advised by @jbrennand, please run a Broadband Quality Monitor to continually monitor the state of your connection, we'd advise running this for 24-48 hours in order to gather enough data. If you could please respond to the questions asked above, we'll be able to assist you further with the matter and help get this resolved. 

Thanks,