Virgin Media Community

[Ct87]

Hi,

In October last year, I had an issue of my internet kept on dropping for 5 minutes every 30 mins to one hour. I must have called VM help about 20 times and they kept saying no fault. First engineer came out and left after 5 minutes saying no issue in October. Second engineer came out in December and was far more helpful and rang colleagues and they identified a fault in the cabinet which fixed it but issue started again last week. I called virgin again and they put me through the wringer and only when I threatened to leave did they say they would send an engineer to me on Tuesday. Anyone else had an issue like this or what can I do to make sure I don’t get brushed off again? 

overall, rubbish customer service. 

[Ct87]

Just to add, the issue is on wifi and wired 

[Travis_M]

Hi @Ct87 

Thanks for posting on our community forum and a big warm welcome to our community forum. Sorry to hear about this issue.

I couldn't locate your account remotely, can you clarify if the team have booked a tech visit in for you? If so, how did the visit go?

Regards

[Ct87]

Hi Travis,

I had an engineer come out today. He was very helpful but like last time, all the tests he did showed green so he checked the cables outside and checked the cabinet etc. the engineer then asked me to monitor the connection for the next few days. All the tests last time also showed green but ended up being a networks issue in the end. I will monitor the connection for any more drop outs. 

can you DM me please so you can monitor my case please?

[Ct87]

Hi 

update - my connection is still dropping and getting very frustrating - still making no headway with VM customer service. Please help!!

[John_GS]

Hi @Ct87 

Thanks for coming back to us. I am sorry it's still happening.

Can you post your Hub status and logs? How to do this;

• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode), 
• Don't log in, click on 'router status' 
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at https://www.thinkbroadband.com/broadband/monitoring/quality

Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum 🙂