Intermittent Drops & 2 Hub visibility - Is this Normal now for Virgin Broadband?!

[samraj]

TEST_DATE	TIME_ZONE	DOWNLOAD_MEGABITS	UPLOAD_MEGABITS
07/13/2021 11:34	GMT	169.89	20.85
07/13/2021 11:22	GMT	1.68	17.77
07/13/2021 11:11	GMT	2.07	20.16
07/13/2021 10:22	GMT	48.4	20.71
07/13/2021 10:20	GMT	16.17	19.91
07/13/2021 10:18	GMT	3.3	20.17
07/13/2021 10:15	GMT	10.62	2.25

See todays Internet connection above - I had a total Internet Dropout from 11:28-11:34 - is this normal? I've had this problem for last 6-8  weeks. As I work home, in the middle of a meeting I go dead and it's a matter of 'earning your living'!! They've now replaced my external cable and given me a new Hub, however the problem is ever present. Internet goes DEAD at the Hub itself as there's no difference with the Ethernet cable too. Even today after getting a new Hub I can still see my old Hub in my Wifi connections - this surprised the Virgin guy who came to replace the cable as it appeared in his Wifi list!! Appears like there's no solution for me?? I

[Travis_M]

Hi @samraj

Thanks for posting!

How did your engineer visit go?

Regards

[samraj]

Couldn't find anything and been told that it will be monitored for 3 days until tomorrow...

[Travis_M]

I see, what did they advise about doing once the connection has been monitored?

Regards

[samraj]

Not sure - they're monitoring my Hub & the line....and will let me know next course of action....

[Travis_M]

I see, let us know how that engineer followup goes tomorrow and we'll escalate from there if needs be.

Regards

[samraj]

It's frustrating with the drops, last night too it was a total cut off for some time and nothing can be detected. Yesterday afternoon too it was terrible - 

86.4.124.5	07/16/2021 14:09	GMT	134.24	20.59	20	London
86.4.124.5	07/16/2021 14:07	GMT	0.49	20.68	24	London
86.4.124.5	07/16/2021 14:05	GMT	29.79	12.85	14	London
86.4.124.5	07/16/2021 14:04	GMT	3.38	17.22	14	London
86.4.124.5	07/16/2021 14:02	GMT	48.57	13.9	14	London
86.4.124.5	07/16/2021 14:02	GMT	26.84	18.39	14	London
86.4.124.5	07/16/2021 13:46	GMT	50.92	20.84	14	London
86.4.124.5	07/16/2021 13:43	GMT	0.57	17.37	15	London
86.4.124.5	07/16/2021 13:33	GMT	153.3	20.98	13	London
86.4.124.5	07/16/2021 13:30	GMT	143.98	20.91	12	London
86.4.124.5	07/16/2021 13:30	GMT	0.77	20.98	14	London

[samraj]

Above graphs for this week from Monday to now - and if you're working from home this is far from acceptable to the employers!!

[Kath_F]

Hi samraj, 

Thanks for sticking with us on this and updating the thread. I am really sorry that this is ongoing for you. 

I have taken a look at your account today and can't see anything wrong. I've looked at the Hub stats, the power and signal levels. These are all at optimal levels. There are no timeouts or errors. I've looked at the network segment you are on and again, everything is as it should be. No congestion or issues showing. 

I can see you've mentioned in your above post that you've had the external cables changed and also a new Hub so I am at a loss of what to suggest I'm afraid. 

I can book another engineer for them to check the cabinet itself as well as your internal cabling. As you have already had a visit within the last 30 days, this engineer will be upgraded to a principle technician so hopefully they will be able to investigate things a little more. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi samraj,

 
Thanks for coming back to via private message.

 
I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM

If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 

Lets us know how the appointment goes. 

Take care.
 

[samraj]

Hi Kathy, Can't see the Appointment date to comment on suitability? Pls advise. Thanks