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Connection keeps dropping, London N16

Hello

I wonder if I can get some advice. I've always found my connection to be pretty rock solid, but for the past month it's really deteriorated. Sometimes it'll be ok, others it'll be off for a good stretch, with green flashing lights on the router. Since the beginning of the month I've noted it's been off - 

01.05.20 - from approx 10.20, for maybe an hour
Then approx 12.45 and not back until 18:00ish
Then off again from approx 22.15
07.05.20 - off all morning
08.05.20 - off from approx 8.00-8.15
13.05.20 - off from 8.50 to 9.00, 16.30 to 16.45
15.05.20 - off from 7.10 to 7.40
20.05.20 - off from 20.00 to 20.15, also buffering video later in the evening
23.05.20 - off all day from early morning to 19.15
24.05.20 - off from 9.40 to 12.40

Obviously, I'm not using it the whole time - so I suspect there are other occasions. These times noted though are when I really did need the connection, principally for work or if my daughter was using it.

I've got an engineer booked to come on Friday, but as it's working at present and the chances are it'll be ok when he comes I'm not sure if I should cancel. I'd really like a resolution to the problems though, and I feel it's not really fair to be charging full price for an unreliable service.

Thanks

Calum

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Message 2 of 14
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Re: Connection keeps dropping, London N16

What do you mean by "off" ? Is that for wired devices or WiFi or both?

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Message 3 of 14
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Re: Connection keeps dropping, London N16

No, nothing works, wired or wifi

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Message 4 of 14
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Re: Connection keeps dropping, London N16

Then you need to call it in on 150 as a fault. Or you can wait for one of the staff to pick up your message here. 

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Re: Connection keeps dropping, London N16

Hi

I know it's got to fix anything but I have the same problem were as my previously rock solid connection has been really unreliable for at least a month now.I think up until the start of April I only ever had one disconnection but now it can be anything up to 5 times a day for varying amounts of time.Its lucky I have unlimited data on my mobile and can set up a hotspot .It's been great  for gaming and streaming etc but lately it's practically useless for anything with the random disconnection and massive lag spikes.I currently have a forum team member looking into it so hopefully they can do the same for you.

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Re: Connection keeps dropping, London N16

Thanks both.

Forum team members - can anyone advise on this please?

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Message 7 of 14
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Re: Connection keeps dropping, London N16

Forum team members, or anyone from Virgin - can you help, please?
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Message 8 of 14
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Re: Connection keeps dropping, London N16

Thank you for your post Docherty.

 

Could you please log into your Hub settings and then post your network logs for us to look these over? You can find the information to log into the settings on the base of your Hub. Please just ensure any personal information is removed such as your IP address.

 

Thank you, Emily.

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Message 9 of 14
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Re: Connection keeps dropping, London N16

Thanks Emily

Probably me being dopey, but the network logs - is it the one from advanced settings/tools/network status/network log you need? Or something else?

Likewise I can't immediately see that these show my ip address, and there may be other personal info that I'm not aware of - how can I tell?

Best, Calum

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Re: Connection keeps dropping, London N16

It would be the ones showing in advanced settings, as far as we're aware the only personal information in these logs are the IP address.

 

Thank you, Emily.

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