Disconnecting every 5-10mins

[Blackroose]

Hello I’m having a big issue with internet. It’s a new broadband, last week was perfectly fine no even one drop but for last 3 days my internet is down every 5-10mins for like 1-2mins. WiFi and Ethernet connection, I got Hub 5. When I’m pinging anything request failed and then is going back and again….

network log looks terrible as well, warning, critical etc. Mostly is MDD message timeout, CM-STATUS message sent, Event type code 1,4, Started unicast maintanance ranging - no response received - T3 time-out.

I already tried to reset to factory settings, rebooting it and checked all cables. I checked services in my area and everything looks fine. Any ideas what’s going on? Cos it’s my 2nd week of this broadband and it started disastrous.

[carl_pearce]

Did you select the 'Still having issues?' section to check for issues with your line?

[Blackroose]

I did, it’s says „looks like there’s still an issue with your connection” „We are looking into it. Check back here after 2h and if there’s still an issue we’ll help you book a technician. I’ll do it after 2h cos it’s making me crazy, I’m not happy at all about it because I use broadband for work 😕 

[carl_pearce]

The challenge is you are on a residential connection, so no SLA, and no guarantee of 100% up time.

This is why you should have a backup plan if things do wrong, especially when using your connection for work.

I had a 19 hour full outage several weeks ago. I had to use my 4G internet backup during that time.

[Blackroose · Accepted solution]

In my opinion broadband should work as it should be without any drops like in other broadband providers, it’s not even 90% uptime for 3 days. 

[carl_pearce]

Unfortunately it doesn't mean anything to have an opinion, it's in your contract you agreed to when signing up with VM.

Here's how the compensation system works:

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation