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Hayley_S
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Message 11 of 35
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Re: Intermittent connection

Hello @ellisb51,

 

Welcome back to the community page, thank you for posting on here.

 

I am sorry to see that your connection is intermittent, I have checked your account and I can not see any known issues with your upstream or downstream, there is no area outages affecting your service either.

 

Are you able to do a pinhole reset for me? Also have you set up a BMQ chart already? 

 

Look forward to your response.

Hayley
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ellisb51
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Message 12 of 35
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Re: Intermittent connection

Hi Hayley,

The stats are back to normal now as I reset the hub an hour ago, but I can’t keep doing this every time the internet fails.

in addition I have factory reset the hub a number of times over the past few weeks and the issue still persists.

The BQM shows Outage all night until I reset the router this morning:

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/62a1c78911f3a764cf1692994fed9325b930e90f-01-08-2021"><img alt="My Broadband Ping - VIRGIN 5TS23 QUALITY" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/62a1c78911f3a764cf1692994fed9325b930e90f-01-08-2021.png" /></a>

 

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Hayley_S
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Message 13 of 35
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Re: Intermittent connection

Thank you for doing that for me @ellisb51.

 

I was unable to load up anything from that link, please can you send me the URL directly? E.G a link?

 

Many thanks,

Hayley
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ellisb51
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Message 14 of 35
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Re: Intermittent connection

Apologies, as i was using phone.

 

See correct link here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/db3b469e5494ce1bbab2adb3fc9408ab08d1dbec

 

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Hayley_S
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Message 15 of 35
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Re: Intermittent connection

Thank you for sharing this link @ellisb51.

 

I can see it is mostly red, was your Hub off at this time? Is your BMQ chart set up correctly? 

 

Is this a Live BMQ chart or is this from a different day?

 

Many thanks,

Hayley
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ellisb51
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Message 16 of 35
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Re: Intermittent connection

@Hayley_S No the hub has only been restarted once today (otherwise the hub is on 24/7/365) - this is the problem. The BQM is set up correctly, yes.

 

Thanks.

 

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Gareth_L
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Message 17 of 35
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Re: Intermittent connection

Can you please reboot the hub and run a test for 24 hours ellisb51 

Gareth_L

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ellisb51
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Message 18 of 35
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Re: Intermittent connection

Apologies, I’ve rebooted (and reset) the hub a number of times now, the problem always comes back.

I need a permanent fix - and rebooting the hub does not fix this issue permanently.

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Gareth_L
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Message 19 of 35
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Re: Intermittent connection

Thanks ellisb51

I am able to look at getting a Technician out to chak things for you 

Let me know if you wish to go ahead 

Gareth_L

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ellisb51
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Message 20 of 35
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Re: Intermittent connection

Hi Gareth I have monitored for a few more days but there’s still constant disconnections on my iPad etc. 
please review the BQM below and advise.

but yes as long as technician visit is no charge I would like to go ahead as currently am paying for a service that is not available 100% of the time.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/db3b469e5494ce1bbab2adb3fc9408ab08d1dbec

thanks

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