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Broadband ethernet, wifi and phone outages

Geddeir
Tuning in

I have been having regular outages where I loose phone, ethernet and wifi connection. The router has been rest 5 or 6 times. I have given up counting how many times it has been switched off and back on. Using the mobile app when it can connect says to reset the router. Click on chat does nothing and the same when I try it on pc. It seems impossible to talk to anyone, using my landline and phoning 150 says give me a mobile number and then a text is sent which takes me in the same loop. Phoning 150 from my mobile also takes me in the same loop.. When I do reset the router. It checks and says everything is working end of story. There is no way to highlight the frequency of outages..

How many tiimes are clients expected to have a ground hog day before something is done?

I have used the online complaints process and received an acknowledgment saying we will respond within 28 days.

In the past at least I was able to talk to a human.

 

I am fortunate as I am out of contract, so can leave.

 

I wonder how many others have the same experience.

 

 

 

1 REPLY 1

jbrennand
Very Insightful Person
Very Insightful Person

Lets  see if we can spot a problem - can you do this....

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In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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). If character limits are “exceeded” - just do two posts

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Also, If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

 


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.