Intermittent connection problems

[bert7]

Im hoping someone can give me some advice on the the best way of rectifying my connection issues im having.

Currently on Volt M200 and Generally i get good connection and speeds.

The problem is the itermittent disconnections or slow speeds that are driving me batty, several times a day ill either have no connection at all or it is very poor ...Ive had an engineer come and have a look and as expected everything was fine and dandy ...as soon as they leave it goes to sh*t.

I have set up a monitor on thinkbroadband. It only has a couple of days data but would somebody be a diamond and take a look for me and see what you think. Last night (weds) it was being a pain all evening and netflix would not load as the speeds were bad and at times had no connection to the tv at all.

Thanks

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4334916e8dbe7934389163291cae397165295f37-07-09-2022

[Kath_F · Accepted solution]

Hi bert7, 

Thanks for your post and welcome to the forums. It's really great having you on board with us in the Community. 

We're sorry to hear you're having an issue with your connection. 

Taking a look at things this end, the upstream signal levels are too high on all 4 of the upstream channels. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

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 bert7, 

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just 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 that someone over the age of 18 is at the property for the time the engineer is there. 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. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[bert7]

Hi, will the engineer be aware of the issues that you seen with the upstream etc ? The connection is still being monitored...would it be beneficial for the engineer to see this ?

[Dereklad]

Ive got exacley the same problem..

my internet just just goes dead for 10 minites or alot longer longer..then back on again..been going on for months..could i have an engineer check mine please

[bert7]

Hi Kath, the engineer came today and was unable to fix the fault. He was very helpful and suggested that the issue was a network issue and has made arrangements for new fibre to be installed on the 01/10/2022.
This once again means that i will be paying for a something that is not fit for service. With this in mind i assume my account will be credited ?
Thanks
Brett C.

[Lee_R]

Hi bert7, thanks for getting back to us.

I am sorry to hear the engineer, could not resolve your issue. With regard to the question you've raised regarding credit, I would like to take a closer look on your behalf.  Therefore, I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.  Also, for future reference, here is our policy in relation to total loss of service.

Regards

Lee_R

[bert7]

I have replied to your private message with the details required but have not heard from you yet? 

[Lee_R]

Hi bert7

Did you receive my last response at approximately 11:24am yesterday?

Regards

Lee_R

[Zoie_P]

Hi Bert7,

 Thank you for messaging with us 🙂 

Please keep us posted.

Zoie