Inconsistent connection

[xicomen]

I've been having constant droppages for over a month now, and if customer support asks me to reboot and reset my router one more time I'm going mad.

I don't know what else to do, fiber can't come fast enough

[risc19]

I think there maybe a large problem brewing, lots of people affected myself included.

[John_GS]

Hi @xicomen 

Thanks for posting and welcome to the community.

Very sorry to hear you're having broadband issues. We've not been able to locate you from the Forum details provided, so I'll send you a PM to get some details.

Best wishes.

[roodles]

After 2 tech visits, I gave up on the issue. There was some slight improvement, in that VOIP calls tend to work ok now, but this is still typical for me

I assume it is a local issue that is not inside my house... Good luck 🙂

[John_GS]

Hi @xicomen 

Thanks for joining me on PM and confirming your details. This has allowed me to book in a tech visit for the downstream/upstream issues. It'll be viewable shortly via your online account. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment

[Sabrina_B]

Hi @roodles 👋.

Thanks for reaching back out to us. Apologies you are still having ongoing issues with your Hub and telephone service. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[xicomen]

Hey, just to update all @John_GS  had a look at my account and it seems like I had only 1 of 4 links to the network. An engineer came onsite but everything seemed ok as far as installation goes but he tidied the connectors anyway and reconnected them, the engineer said he would speak with "networks" and since I did not have any issues anymore (as you can see from my think broadband monitor). Cheers

[fizz]

That looks soooo familiar... (problems since February...), 6 tech visits, rewire, new hub, etc. etc..

[Molly_T]

Hi Xicomen 👋 Thank you for returning to the thread to keep it updated!

Glad to hear you had a good experience with us, that the technician managed to resolve the issues and that things have been stable since. 

If this does ever change please get back in touch to let us know so we can continue to offer help and support where needed. 

Wishing you all the best! 🌞