Hi Laurie,
"your account states that you are using your own LAN network, and it is our technician's belief that this may be the source of the issues with your connection."
I'm sorry but that is utter rubbish, and a very poor excuse!
* I have been using a LAN for years, years before these outages started in March.
* My LAN is a decent LAN switch with nothing out of the ordinary connected to it. Your "technician"'s claim implies your Hubs are faulty and useless for connecting a couple of PC's and an XBox!
* I have repeatedly tested the setup by 1) Removing the LAN from the Hub. 2) Renaming the SSID to remove ALL devices from the WiFi network. 3) Resetting to factory settings..... and the outages still occurred. Every time. Regardless of the set-up. Regardless of what was connected to it. The Hub simply drops it's WAN connection and cannot reconnect.
We've had three engineers on site, cables checked repeatedly, signal strength checked repeatedly, replacement Hub, replacement power supply and there is no change to the problem.
When I finally got told to post here and create this thread TWO MONTHS ago I was told it would be escalated and someone would post on here with an update. Since then, nothing. No response except more helpful replies telling me everything looks fine or asking me the same questions over and over again.
The fact is : Something changed on my setup in March as we went from having a FLAWLESS service to SEVERE outages up to 3 times every day.
I suspect it's a firmware issue sent to the Hub, or some sort of network config error. If all of the hardware has been checked, then the problem must be a config issue in the software.... right?
Why else would the hub be falling over every few hours with the following errors?
| 01/01/1970 00:01:38 | critical | No Ranging Response received - T3 time-out;CM-MAC |
| 18/07/2021 16:33:6 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC |
| 01/01/1970 00:01:37 | critical | No Ranging Response received - T3 time-out;CM-MAC |
| 18/07/2021 09:52:57 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC |
NOTE: The ATOM service attempts to "self-heal" but fails, then the following log entry has a timestamp of 01/01/1970. The Hub is falling over and not reconnecting. This happens regardless of what's connected to it.
When is someone going to look at this seriously?
I don't need anyone else to tell me everything looks fine or ask more questions that have already been answered in this very thread on multiple occasions. I need this issue looked at and fixed. I'm an IT Support veteran, and I would have been fired if I had let down a customer the way I have been let down by Virgin Media.
I reported this issue in March and it's still unresolved.
In June I was told the area manager was looking at it and would get back to me.
I formally complained a week ago and was promised it was being dealt with and someone would get back to me.
Silence.
