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Hub 3 "Rogue Config", cycling every 15 minutes, Broadband down for months

lowmtr
Tuning in

Looking for any community input or pointers. Broadband had been stable for many months, back around April the Hub 3 started cycling every 15 mins, restarting, logging T3 errors, the occasional kernel panic but the fault was solid. Initially the Hub3 was running in modem mode with a downstream Deco router, but putting back to router mode made no difference. To cut a long story short, the Hub 3 was changed multiple times, several site visits by Virgin resulted in cable to the house being changed and finally an underground cable in a neighbours property was also changed. This didn't help but all of a sudden one night at around 1am the issue disappeared and for the next couple of months it ran fine, no cycling and internet speed good at 350mbs. However the hub3 stopped responding to pings, so the BQM stopped working and at some point the IP address changed but all was left as it was working and presumed fixed. However last week the Hub3 was powered off and the problem reappeared. Another virgin engineer attended site, said that he had just come from another customer (apparently on the same network equipment) and both of us had the same issues, an issue which he had not seen in the last 10 years. He talked about the signal integrity being perfect but the router not being assigned consecutive channels properly. Whilst onsite he referred the issue to the "Network Team", told us he could do nothing else at his level and we'd get an update soon. That was days ago, broadband is down (each cycle of the router every 15 minutes drops every connection so its as good as useless).

To me it appears like there is a rogue network config being randomly assigned, we have no control over it, we might get it, we might not, a power cycle might clear it, it might not. If anyone has any idea of what is going on, or how to get the "Network Team" to respond  and more importantly fix it I'd be very appreciative.

10 REPLIES 10

Darksideofmoon
Up to speed

Sounds like a similar issue i've started to experience of the past week. I'm not impressed with Virgin's handling of the tech issues and always blame us the customer for these.

Good luck getting a solid answer from VM, i'm keeping an eye on your post.

lowmtr
Tuning in

> I'm not impressed with Virgin's handling of the tech issues 

I agree, its absolutely shocking, they seemed to have just given up caring. So the BQM reports that at 9pm last night Virgin did something and the link had been up since, who knows how what they did, how long it might work or what the issue actually is. There has been zero follow up since the engineer visit on the 21st June (confirming that its a Virgin network problem, its now referred to the mystical network team and there is nothing he could do). We will be pursuing compensation but at this point since we have zero communication from Virgin we don't know if/when it will fail again. Worse than useless.

Hi Lowmtr 👋

Welcome to the community forum! Thanks for posting. 

So sorry to hear about all of these recent issues with your service, and your experience in getting things sorted. We appreciate it must be frustrating, given how long this has been ongoing and the steps taken so far to get things resolved. 

I'd like to take a closer look at what's currently happening with the connection, so we can offer further support if needed (and chase things up with the networks team if you are still having issues!) I will just need to send you a PM to confirm a few account details to arrange this for you.

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

 

Molly

Thanks for this, have supplied all required information. Still absolutely no follow up received from Virgin Media as a result of the not very succesfull engineer site visit and referral to the "network team".

 

Just posting an update:

Well the good news is that Virgin did something remotely and the link has been stable for some weeks. The bad news is that, apart from Molly's much appreciated response on this forum, we have received absolutely nothing from Virgin directly in response to the multiple calls, engineer visits and promises of an update. We don't know what the problem was, what they did to fix it, what we are meant to do if the problem comes back (which has happened multiple times already!) and what Virgin will do to compensate for months of outage. 

My recommendation to anyone in this situation is to set up a BQM monitoring the line (as long as your router supports external pings). If you are unfortunate enough to hit this problem, it might well look like this, the link resetting and shutting down all TCP connections every few minutes. Just to reiterate, this is nothing to do with the local circuit this was a problem further back in the network Nobody would argue this is anywhere near usable although I now appear to be in dispute with Virgin over this basic pointimage.png!

 

goslow
Alessandro Volta

Formal complaint to VM first of all requesting compensation for the bad service (make a realistic assessment of what is 'reasonable').

https://www.virginmedia.com/help/complaints

This is most likely to be met with a gobbledegook 'resolution' and no compensation.

The formal complaint to VM is, however, a required first step before escalating to the ombudsman via the process and timescales below

https://www.commsombudsman.org/our-process

For further info speak to Citizens Advice as there will also be aspects of consumer law which will apply as VM has failed to provide the service you are paying for.

Raise a formal written complaint with a view to escalating to the Ombudsman. Link is below. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

lowmtr
Tuning in

thanks for the pointers, have started the process

legacy1
Alessandro Volta

Like VM don't have logs showing them how bad your connection was! its sad if VM only compensate when fully offline😞 

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