I’ve had enough, service has cost me money

[Lister110]

I have always had intermittent drops in my service.

I have TV dropouts frequently. Now my connection is dropping out even though I’ve checked the coverage (postcode) with no errors shown at the moment.

I have tried to bypass the router with wired plugs, but it still drops out. I had an engineer round on Monday and said he found no issue. Then yesterday from 4pm the connection dropped. I checked the line and we had a TV issue at our address? Anyhow. I left it until this morning and now I am having constant drops in signal and I need to work from home. I have contacted customer support and they said their system are down and can’t help intill 2pm, or at least that’s when they’ll call back.

I will loose money, Please can someone help.

rob

[legacy1]

Test with the hub in modem mode if its any better

[Lister110]

Ok, I'll give that a go when I'm back home. I have had to work at a Cafe for the time being

[Lister110]

Why did the engineer not offer that advice at the time when he checked the line/router?

[legacy1]

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@Lister110 wrote:

Why did the engineer not offer that advice at the time when he checked the line/router?

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Because they want router mode to work which the hub has many bugs in router mode that something connected can cause problems where as modem mode allows full WAN IP without NAT to test by a single MAC of a device by wire only.

If you still have problem after setup a BQM in router mode 

Broadband Quality Monitor | thinkbroadband

[jbrennand]

When yo say yiou are havung "TV Issues" - do you mean VM Cable TV via a V6 box (for example) - or TV connected to the VM Hub?

What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

Faults may not be listed on the Area Status web page. Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country. So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you. If nothing shows on there, try calling it in as a fault - free on 150 (VM line)  or 0345 454 1111 others (national rate). See what they say when they test your connection. If they say it’s a known fault, get a fault reference number.

Or, a VM person should pick this thread up and be able to help but it can take a few days.

[Lister110]

When I checked the Virgin Media Connection status, the TV was highlighted as a problem to be fixed at some point which took a day or so, but the connection to our TV in both the living room and bedroom is still pixelated. But the biggest issue is over the last few days I have had so many bad dropouts (since the engineer left really) that I can't use the broadband for work. The connection may drop for about 10 minutes which is no good for me. I contacted customer support with multiple Loops and then waited for a human. Once I spoke to someone I was told their systems are down and they'll contact me. The called around 2 and I just missed the call and they rang off and did not try to ring back. This is not good customer service.

[Lister110]

Ok, i'm in Modem Mode and things seem a little better (I think). What tests should I do? I dont really understand the BQM test, here;s a link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c7cd7a3d8bce94d53fc870c8872254b91f...

lister

[Lister110]

I was kept in a loop trying to call the number.... when I call that it keeps asking for my phone number and it also didnt recongise my virgin account number

[Lister110]

Disabling the WiFi and using the modem on the Router 5 seems to have stopped the drops. So it looks like the router is the issue? I'll work from home tomorrow and see how this goes wired. How can I get Virgin to check this box as this does not work properly..

New TV error (3x this week) this evening..

You might find that some TV channels are freezing and going blank on your Virgin TV, V6, Virgin TV 360 or TiVo® service at the moment. We are sorry and working to resolve this as quickly as possible.