Menu
Reply
NCAB886B
  • 1
  • 0
  • 0
Joining in
122 Views
Message 1 of 3
Flag for a moderator

Consistently resetting broadband

Hello,

We received a new router as we began a new contract end of September and it worked well for the month of October but since November until now the router and therefore internet has been dropping out between 5-10 times a day.

We have called, textchat and registered complaints numerous times and when getting through, the support teams have offered apologies and said they would be in contact within 48 hours to help further and fix our issues, to which none of them have followed up by email or phone call.

We got through to a technician who split our router onto two different networks (2.4ghz & 5ghz) a few weeks ago but the issues have remained, we have also done a number of total resets and the issues have remained.

When we have got through to operators they have told us there is a fault in the area, though each time this has been a different fault, not one ongoing fault and they are therefore unable to send a technician round to fix our issue not that issue.

Could we please receive consistent back and forth contact to help fix our internet issues and allow us to receive the service we are paying for? Alongside this provide us with advice and solutions to our problems both hardware and software because the issue seems to be the router but we are unable to connect with anyone on the support team who can help us get a new router.

Issues with technology are always going to happen but issues with the receiving of support and help to fix these issues is unacceptable,

Thank you for any help, 

0 Kudos
Reply
lotharmat
  • 937
  • 70
  • 142
Well-informed
119 Views
Message 2 of 3
Flag for a moderator

Re: Consistently resetting broadband

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate 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. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

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 ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
Akua_A
  • 657
  • 13
  • 38
Forum Team
Forum Team
34 Views
Message 3 of 3
Flag for a moderator

Re: Consistently resetting broadband

Hi @NCAB886B,

 

Welcome to our community forums and thank you for your first post.

 

Sorry to hear you are experiencing this and have not been able to get the help need from our team. We can understand the frustration caused by this. Can you please try the great advice given by  @lotharmat so we can best see where the problem may lay?

 

Is this issue occurring on wireless or wireless devices? Have you also checked here for any updates on faults in the area?  virg.in/service

 

Thanks,

Akua_A
Forum Team



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


0 Kudos
Reply