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Andrew-G
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Message 11 of 18
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Re: Feel ripped off!

Well I can see the downstream data, I suspect those replies crossed-over. 

It is possible, given the upstream timeouts and reported upstream power levels that you have a noise problem affecting upstream.  I can't be absolutely sure because the numbers involved vary depending on whether the cables outside your house are coaxial or fibre optic (VM's marketing use of the term "fibre" means nothing in this context).  I'll mark this for staff to take a look and comment.

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Clairb37
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Message 12 of 18
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Re: Feel ripped off!

Thankyou.

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David_Bn
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Message 13 of 18
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Re: Feel ripped off!

Thanks for your post on our Community Forums @Clairb37, and a very warm welcome to you!

Sorry to hear of the issues with the broadband connection.

Are you able to advise me if you experience an intermittent connection on any devices that are connected via an Ethernet cable, or if this is restricted to Wi-Fi?

Do you experience Wi-Fi issues in the same room as the hub?

Are there any devices close to the hub that would be connected via an Ethernet connection?

Kindest regards,

David_Bn

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Clairb37
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Message 14 of 18
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Re: Feel ripped off!

Hi, thankyou.

It is mainly the wifi I believe as my son uses a cable and doesn't have as many problems as everyone else. It happens in every room, including the one with the hub.

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David_Bn
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Message 15 of 18
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Re: Feel ripped off!

Thanks for coming back to me @Clairb37,

For extra vigilance, can you please review these links for me to see if any of the information could be applicable to your set up? 

http://virg.in/wifihelp & http://virg.in/WiFiwins

We'd like to rule out all possible interference within your property before we were to send out a further engineer

Kindest regards,

David_Bn

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Clairb37
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Message 16 of 18
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Re: Feel ripped off!

Thankyou.

I've done all those, the app says everything is working great but it really isn't!

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David_Bn
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Message 17 of 18
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Re: Feel ripped off!

Thanks for coming back to me @Clairb37, are you able to monitor the connection for me - on both Wired and Wi-Fi - both in the same room as the hub, and in locations away from the hub, for the next 48 hours to see if the changes you've made have had a positive impact on the services?

It may also be worth setting up a broadband quality monitor to help us take a look at the performance of the connection

Kindest regards,

David_Bn

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Clairb37
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Message 18 of 18
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Re: Feel ripped off!

Thanks, yes I'll keep an eye on it.

I've used that link to register but I'm not sure how the site works or if I need to do anything more?

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