on 30-10-2021 15:20
Almost regularly, 2-3 times a day, my broadband modem would lose all internet connectivity for 4-5 minutes - both wired and wirelessly connected devices would not be able to access external IP addresses (internal traffic works fine, i.e I can ping one computer from another). After 5 minutes everything would be back to normal, speed test producing expected, high bandwidth results.
I've contacted support, they were apparently "seeing issues on their end as well", and supposedly opened a ticket. 2 days later I got a text confirming the "issue has been fixed", and that I should just restart my modem, which I did. However, this did not help, as the same thing continued to happen today.
FWIW, I have the Hub 4 and use it in "bridge" mode (i have my own wifi router).
Given the type of issue, I suspect it's either modem itself having some (power?) issues, or the local exchange box in my neighborhood, but my hands are tied and I don't know what to do next.
Can I ask for a modem replacement perhaps?
on 22-11-2021 21:27
Unfortunately, the engineer did not leave any reference of any kind, which they usually did in the past (they would leave a leaflet with a reference number)
Yes, please, I would like to raise a formal complaint. Can you help me with this?
I honestly just want my internet to work reliably, but after over a month I am not sure how to handle this otherwise. There was another outage last night, and I'm sure there will be another outage in a few hours.
Thanks
on 25-11-2021 11:59
Thanks for getting back to us @trooperer.
No worries, I'll send you a PM so I can get the complaint raised for you.
Please look out for a notification in the purple envelope located in the top right hand corner of the Forum.
Thanks,
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on 28-11-2021 00:23
Internet continues to break every day on midnight.
I will demand further compensation for these disturbances
on 28-11-2021 00:28
Same thing happens to me EVERY SINGLE DAY. Exchanged 3 routers (2 Hub4 and 1 Hub3). Downgraded from 1Gbps to 350Mbps. Changed all the cables in my home. 5 engineers visited in total. (more on how everything looked for the past 2 months here).
I had Virgin Media at my previous place (NW3). We never had this type of issues. This is CLEARLY RELATED TO THE NEIGHBOURHOOD.
Why is Virgin completely ignoring this issue? Please stop giving us generic answers like "we checked your modem" and "we will send an technician". THESE WILL NOT HELP as the issue is not related to anything in our homes.
Please stop saying "we are doing updates in early hours".
UPDATES SHOULD NOT CAUSE DISRUPTIONS.
EARLY HOURS DOES NOT MEAN THAT YOUR CUSTOMERS ARE NOT USING THE SERVICE.
Please stop finding excuses and at least be honest that this can't be resolved, so that we can find other ISPs
on 28-11-2021 00:43
Same thing happens to me EVERY SINGLE DAY. Exchanged 3 routers (2 Hub4 and 1 Hub3). Downgraded from 1Gbps to 350Mbps. Changed all the cables in my home. 5 engineers visited in total. (more on how everything looked for the past 2 months here).
I had Virgin Media at my previous place (NW3). We never had this type of issues. This is CLEARLY RELATED TO THE NEIGHBOURHOOD.
Why is Virgin completely ignoring this issue? Please stop giving us generic answers like "we checked your modem" and "we will send an technician". THESE WILL NOT HELP as the issue is not related to anything in our homes.
Please stop saying "we are doing updates in early hours".
UPDATES SHOULD NOT CAUSE DISRUPTIONS.
EARLY HOURS DOES NOT MEAN THAT YOUR CUSTOMERS ARE NOT USING THE SERVICE.
Please stop finding excuses and at least be honest that this can't be resolved, so that we can find other ISPs
on 28-11-2021 01:18
Every single day, a few minutes after midnight (sometimes it's 00:04, sometimes it's 00:29, etc), we suffer complete internet outage. No response on any external IP (e.g. pinging 8.8.8.8), for 5-20 minutes.
This has been happening for more than a month now, ever since we moved it to this house. I suspect it was happening even before we moved to the neighbourhood.
This issue is clearly related to the neighbourhood and not to my house (more details below why I think this is the case), so I ask Virgin to PLEASE escalate this to a manager. Looking at a very similar thread (linked here), it seems that this is really the only way subtle issues like this one can get resolved.
Things tried so far (with 4 different engineer visits):
The issue is CLEARLY not inside the house. So again, PLEASE, escalate this to someone to take a look at the distribution boxes on the streets and network in the neighbourhood in general.
BQM stats (sharing just a few hand-picked dates here, but I can share all other days as well if needed)
2021-11-28
2021-11-27
2021-11-24
2021-11-22
2021-11-03
on 28-11-2021 14:21
on 28-11-2021 16:33
Hi John,
I dont mean to sound negative, but I'm not sure how I would do that? Should I go door to door asking everyone in the street whether they are on Virgin and what is their public IP address? We just moved in, so we don't really know our neighbours yet.
And to be honest, I can't do the job of a Virgin engineer any more. I already spent dozens of hours doing their job (looking at error logs, timeouts, signal levels, noise levels, wiring in the cabinet, resetting the router, trying modem/router mode, running ping monitoring from outside in and from inside out, replacing adapters, tracing where the coax cable goes through the walls, etc).
Even putting all other evidence aside, just one look at this cabinet tells me its long due for a revamp.
29-11-2021 01:40 - edited 29-11-2021 01:46
OK.... we have a neighbours "Whatsapp" group just for sharing stuff like this. Someone else needs to comment on the cabinet but it looks very similar to ours 🙂