Menu
Reply
ChrisC4
  • 2
  • 0
  • 0
Joining in
141 Views
Message 1 of 3
Flag for a moderator

Broadband connections

Been working from home off and on over the past 12months reasonably well with stable connection. This all changed on the morning of the 7th July. Since then my connection to work drives keeps droping out.  I can hotspot to phone data and once connected to work servers I can  immediately switch back to WiFi connection. This works fine for a period of time then drops off again and I have to repeat. Connect to data, get connection and switch back to WiFi.

Tried using alternative laptop and the problem remains. Work for NHS so this is causing major problems and frustration.

Any suggestions.

0 Kudos
Reply
jbrennand
  • 23.9K
  • 2.53K
  • 4.34K
Very Insightful Person
Very Insightful Person
122 Views
Message 2 of 3
Flag for a moderator

Re: Broadband connections

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?

Also..... have you checked first for “known network faults”

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault (free on 150 VM line - or 0345 454 1111 others - national rate) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b.- the UK call centre is still picking up and calling at 08.00 (Mon-Sat) or 09.00 (Sun) gives the best chance of getting through quickly.

If there are no known faults after calling - post bac and we can do some digging intoi your connection details.

--------------------
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.
0 Kudos
Reply
Akua_A
  • 1.18K
  • 31
  • 79
Forum Team
Forum Team
28 Views
Message 3 of 3
Flag for a moderator

Re: Broadband connections

Hi @ChrisC4,

 

Welcome back to our community forums.

 

Sorry to hear you are having issues with drop outs on your service. I can understand this is not ideal when working from home. I have been able to access your account using forum details. Have you tried the great advise given by @jbrennand? Also can you please reboot your hub device and let me know if the issue persists?

 

Thanks,

Akua_A
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply