Fathers' VM Internet Connection keeps dropping out

[slinkydonkey]

So my Dad isn't technical hence me posting for him on here.

I work in IT support so know enough to know something isn't right.

A few times a day now his Home Hub will drop the connection completely and we have to reset it to get it to work again.  The Hub is rather old SuperHub Version 2 it's on firmware 3.11 however VM want him to take out a new contact to upgrade it.

What logs do you need from the router to better troubleshoot this issue?

[newapollo]

Hi slinkydonkey 

Type 192.168.0.1 (192.168.100.1 if you are in Modem mode) into your browser URL bar and press enter. 

When the page appears click ‘Check Router Status’ 

 When the page appears, log in (using the details on the hub) and then go to Advanced Settings > Tools > Network Status.

Then copy paste the information from the Downstream, Upstream, Configuration and Network logs. 

You could also set up a quality monitor (BQM) on /thinkbroadband.com/broadband/monitoring/quality 

Click on "Create a new monitor" on that page - you might have to sign up for the site.

It will take a couple of hours before any results start to show, but once they do then  go to your  BQM and under the options you will see

Today | Previous Days | Edit | Delete | Share

Click on the Share option and on the screen that opens click on Share 

On the next screen click on Share Live Graph

Copy the text in the Direct Link box (beware there may be more text than you can see so make sure yuo highlight it all)

On here when creating your post click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK.

[jbrennand]

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@slinkydonkey wrote:however VM want him to take out a new contact to upgrade it.

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Thats not correct.  All SH2's will need replacing (free) when the old landlines are removed - so justcall it in as faulty (if the stats we asked for indicate an issue).  The first thing the Tech will do is replace the Hub at no charge before setting it up.

[jpeg1]

Do not let your father succumb to VM sales pitches for unnecessary 'upgrades'. 

If he has been outside a fixed contract period for some time and just paying annual price rises, it may be that he is already paying more than he needs. Check his monthly payments and look at what competitors are offering. 

[slinkydonkey · Accepted solution]

After 25 years I have arranged for my dad to leave VM...Virgin Media has the worst customer service I have experienced and they are getting worse. Call centers that can't speak english, and lie,  they have clearly been trained to lie and to ignore all customer requests my dad is an OAP and he's lucky I am around to help...imagine how many OAP's are being abused by this company. I can see why Which? magazine gave you 1 star and they are getting investigated by OFCOM.

I signed my Dad up to VM 25 years ago so now you have lost a great customer well done!

[slinkydonkey]

I have been a customer with VM for over 25 years and every year you try to put the price up to almost twice as much. I have signed a contract with another provider and phoned your "Customer Service" department who didn't listen to anything I said are were more interested it trying to sell me and get there commission. Do you train your staff to be so ignorant?  I can see why Which? magazine have you 1 start and that you are being investigated by OFCOM.

Anyone the guy on the phone even refused to send me an email to say my contract will be cancelled !! can you believe that!  Please can someone at VM PM me and confirm my contract cancellation.

[jpeg1]

Unfortunately people like your father are easy targets for VM to grab some money. He is fortunate that you are there to put an end to this nonsense.