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Travis_M
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Message 21 of 35
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Re: Intermittent connection

Hi @ellisb51

 

Thanks for posting on our community forum!

 

I'm going to private message you now to take a look further into this, please keep an eye on your inbox.

 

Regards

Travis_M
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ellisb51
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Message 22 of 35
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Re: Intermittent connection

I have monitored this as instructed by VM Tech appt. - there has been a decrease in the occurrence of these disconnections after he changed all cabling.

However they are still happening (maybe once a day now instead of 3/4 times). However this is still extremely inconvenient as often I am on Teams meetings when this happens and I can't reconnect for 15-30 mins due to having to restart hub multiple times, and then having to use my personal hotspot (4G) to reconnect when it doesn't work.

He did say that the next step would be to replace the hub (however he did mention a lot of 'uncorrected errors' from the cabinet due to the density of VM connections) - surely this is something that needs to be looked at to improve service.

 

I would be grateful if someone could book this in as I can't go for much longer with these disconnections as they are impacting my work.

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John_GS
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Message 23 of 35
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Re: Intermittent connection

Hi @ellisb51

 

Thanks for the update. I am glad to hear things are better. As you've mentioned though it's not sorted and about the tech saying to call it in after monitoring, I've mailed the field team with your comments to see how they'd now like to proceed.

 

I'd rather do this than book a tech if that's not going to be the solution and waste everyone's time etc. 

 

I shall be in touch when I know more.;

 

Kind regards,

John_GS
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John_GS
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Message 24 of 35
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Re: Intermittent connection

Hi @ellisb51

 

Just a quick update from the field team. The tech who visited is back at work tomorrow. So will be contacting you then 🙂

 

Best,

John_GS
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ellisb51
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Message 25 of 35
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Re: Intermittent connection

Okay thanks @John_GS

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nad223
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Message 26 of 35
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Re: Intermittent connection

Wow one rule for me and a different for someone else.... my account is getting disconnected same issue yet this guy doesn't get his account disconnected something not right here

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ellisb51
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Message 27 of 35
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Re: Intermittent connection

Why would your/my account be disconnected? What’s that got to do with this issue?

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ellisb51
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Message 28 of 35
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Re: Intermittent connection

Had tech visit yesterday, changed hub for new one. However this morning another 15 minute drop of internet from 10:45-11:00. I cannot continue to work like this - there is clearly an issue with the outside network.

Is there anything that can be done?
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Sofia_B
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Message 29 of 35
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Re: Intermittent connection

Thanks for the update @ellisb51.

 

I'm very sorry to hear this, I appreciate how frustrating and we apologise for any inconvenience caused. 

 

I've had a look into your account and I cannot see any issues that could be causing this, how have things been performing since posting?

 

If you're still having issues, I'd advise re booting your modem so the diagnostics refresh on our end. 

 

Thanks, 

Sofia
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ellisb51
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Message 30 of 35
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Re: Intermittent connection

Sofia, I am writing this after a further disconnection today.
I have provided link to my BQM set up after new hub was activated.
Rebooting does absolutely nothing as above.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eb89511fbffb532e0e83e0e4e20f98e685...


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