Frequent Disconnections, repeated network faults

[MarwoodChap]

My connection keeps dropping, multiple times a day and has done for the past 3 weeks - since upgrading to the 1gig service and getting a Hub 4. This is my connection to Virgin, not my wifi.

I've tried to book an engineer appointment 3 times and each time I get notified it's been canceled, there's a local issue. This is then reported as fixed and then we go back on the same loop - drop-outs, report. Book an engineer and get cancelled.

I tried speaking to customer services via chat. They can't help and transfer to tech services which is a bot. I then get redirected to the same support tool that I had used initially.

Speaking to the Twitter team brought me here. 

Logs as follows:

[lotharmat]

Nothing as yet - Are you definitely monitoring the right IP address (It changes in if you switch between modem and router mode)

[MarwoodChap]

It was my error, in how I'd configured the firewall rules. Should be working now. Doh!

[lotharmat]

That's better - Pretty spiky and with some packet loss!

[MarwoodChap]

Is that something I should be flagging to Virgin? Is there anything I can do improve from my end?

One thing I'm slightly concerned about is how ancient the hardware in my place is. It's old C&W ports etc,

[lotharmat]

Vm staff should pick this up and do some checks from their end!

Your hub stats look fine to me - it possibly could be a complex local fault that is causing the drops!

[MarwoodChap]

Nice one, thank you 👍

[Martin_N]

Hi MarwoodChap,

Thank you for your post. I'm sorry to hear you're continuing to have issues with this. 

I have ran some checks on our side and everything seems to be showing as okay. 

Can you confirm is this affecting both a Wired & Wireless connection?

^Martin

[MarwoodChap]

Yes, all connections. This is a hub or network issue I think. 

The hub seems to be hanging or getting stuck, and then when rebooting may take up to 45m to reconnect. However this evening I have been without service for several hours. 

The service status page shows either no local area issues, or asks me to monitor an intermittent connection blip. I’d suggest 3+ hours not being able to work is a bit more than a connection blip… Is there anything you can do to help?

[MarwoodChap]

I had an engineer come out today and switch out the old C&W box on the wall with a new Virgin one. Fingers crossed that solves things, although the spikes in latency do seem to still be there.

[Corey_C]

Sorry to hear this is ongoing, MarwoodChap, it appears we are addressing the issue within private chat. Let us know how it goes.

Cheers,

Corey C