Internet connection dropping out frequently since last week

[Carnavas]

Since last week I've been experiencing intermittent internet drops. They seem to only last for 5-10 seconds but this is still very disruptive. Doesn't seem to be a pattern for when they occur. It's already happened 3 times in the last 30 mins but might not happen again for another hour. I'm on a wired connection and its affecting all devices. I've pinged the hub while its happening so I know I'm not losing connection to the hub somehow. The graph looks mostly okay, unsure about the big spikes but they don't seem to correlate with losing connection.

[Carley_S]

Hi @Carnavas 

Welcome to the community forums

Sorry to hear you're having issues with your broadband at this time. I have checked the systems at my side and can see that your downstream power levels are out of specification, we'll need to arrange an engineer to come and investigate further. 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon.

[Carley_S]

Thanks so much for joining me on private message @Carnavas 
I have now booked you a visit for your power level issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message 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 there is someone over the age of 18 present at the time of the visit. If you need to change your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.