Broadband dropout in Cambridge

[Jonners1687]

Our hub keeps dropping the cable signal in CB1 which is very annoying as we are not at our property all the time and use an online security system to monitor the house. At least once every 5 days or so the broadband fails and the security system closes down.

I don't know about dropped packets but the service seems very unreliable when we have to reboot the hub so often.

What can/shoudl I do to get resolution as I know that Virgin won't bother coming round to sort it.

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

I would also get onto the people who installed your security system, it should not shutdown if the internet connection breaks.

[Kath_F]

Hi Jonners1687,

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with your internet connection being intermittent. 

Taking a look at things from this end, all power and signal levels are looking good and in optimal ranges. There are no area faults affecting you and the Hub stats all look good. 

I can see you're currently running in modem mode - do you have any third party equipment running or connected to your hub? It may be worth disconnecting these and try the connection with the Hub only to see if the issue persists. 

Please keep us posted on how things go. 

Many thanks,