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Engineer failed to resolve intermittent wifi

FudgeMum26
Joining in

WiFi cuts out intermittently hundreds of times a day. The engineer attended and checked all the equipment which was fine. He said he had two other call outs very close by and would get a network engineer to come out. That was a week ago. The problems are continuing and I've heard nothing more. How can I find out what is happening? 

10 REPLIES 10

Sabrina_B
Forum Team
Forum Team

Hi @FudgeMum26 👋.

Thanks or reaching back out to us. When Network engineers are requested they are to assess cabinets and major supply box areas and would not request to enter a customers home. Can I ask if you have the Connect App 👉 Connect and have you ran a scan in every room and report back the results. Also which devices and is it all at the same time or random times to different devices? 

Sabrina

So, I have scanned a few rooms. It has taken a while because I keep getting the "Oops, there was a problem" message, presumably due to the interrupted signal. When it does work, the results are good. The problems are wxoerienced with my phone, two laptops and an I-paid. When the engineer attended, he said that there were short breaks in signal hundreds of times a day. My husband is supposed to be doing a zoom call next week. We are basically paying for an absolutely rubbish service. I suspect it may have something to do with the cable laying round here by BT. If this is not resolved it may be that switching BT is our only option! 

vmrunreliable
Superfast

The engineer was lying to you because he didn't know what the issue was and was unable to find out. He just wanted to get out. 

Hello FudgeMum26.

Thanks for your first post and welcome to our Community.
Sorry to hear you are still having an issue with your connection
I did run  a quick test on your hub and can see one of the downstream channels is out of the range we require.

This will be the reason for the blips in connection, sadly we would need to arrange for another technician visit.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L
 

Since this post, three lots of engineers have attended: the first replaced all wires and connectors; the second lot replaced the outside cable from the house to the street and the last guy changed the hub. None of it has made a blind bit of difference. If anything, it is worse. The phone (land-line) keeps cutting out. The TV picture is also breaking up now and again. My Husband was cut off from a call with his consultant today updating him on his leukaemia. I am at my wits end. There is no point in calling out an engineer as they are clueless. Has anybody got any idea what the problem could be? 

jbrennand
Very Insightful Person
Very Insightful Person

Can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

If ethernet connected devices are stable then you would be best advised to run any important teams/zoom meetings on those.

We can then advise how to sort out wifi only connections


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John
--------------------

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.

So, I borrowed an ethernet cable and connected my laptop. It didn't seem to make any difference. Our landline is now unusable. 

Hi @FudgeMum26 👋.

Thanks for reaching out to us. Can we ask are you still facing issues with your landline or require assistance. Please let us know.

Sabrina

Our landline appears to be working now. I spoke to someone from Virgin who suggested that I turn off the socket and then turn it back on. Seemed to do the trick but he was going to monitor the WiFi for 24 hours and get back to me if it wasn't working properly. It's not anf he didn't. I have just run a status check and it stated I need to book an engineer. But what is the point? I've had 4 so far and none have resolved it. Gareth mentioned that "one of the downstream channels is out of range we require". What does that mean? Can anyone come up with a reason for the intermittent signal?