Internet connection dropping regularly for the last 6 weeks

[holonic_being]

Been having problems with my internet connection dropping for around 6 weeks. It tends to happen around 5-10 times a day and it takes about 5 minutes to restore itself. It can especially seem to happen at night.

The white light at the bottom of the router flashes for around 1-2 minutes, then becomes a flashing green light for about 30 seconds. I then have a solid green wi-fi light and flashing green arrows for about 30 seconds, which eventually turn into solid green lights. The green wi-fi light and the green arrows remain sold for about 3 minutes, then the green arrows disappear and the green wi-fi light also does after about 30 seconds.

Sometimes the procedure can occur following 3 red lights flashing.

4 Virgin Media engineers have called up to now, including a senior tech guy, but the issue continues. I’ve had my router replaced and I think all my wiring. Certainly the wiring from my outside box to the router and the wiring inside the house.

According to the engineers there doesn't appear to be any issue at Virgin's end. Two nearby neighbours are also with Virgin and they don't have the issue.

Very frustrated at Virgin’s service, with a line manager not getting back to me about it. He said he’d oversee the situation and ring me the following day, but he’s still not contacted 8 days later despite the continuation of the problem.

Can anyone suggest what might be the issue? Any help to resolve this very much appreciated. It's driving me crazy.

Phil

[Gareth_L]

Thanks for those stats holonic_being

I had a look at things from here and can see we have booked an engineer to come out 

Were you aware of this

You can view the appointment through your online account 

Gareth_L

[holonic_being]

Yes, am aware of it as I phoned Virgin again on Saturday. A senior tech guy was supposed to be getting back to me, but he didn't do. 

Anyway, it's going to be the 5th engineer and I do hope he can sort things as it's been going on for around 7 weeks now.

[Jodi_S]

We completely understand the frustration this issue is causing holonic_being.

We will feed it back that you never received the phone call from the senior tech and that this will be the 5th technicians visit you have had.

Please keep us updated with how the visit goes.

Kind regards Jodi. 

[holonic_being]

Well, Virgin's 5th engineer, who didn't appear to be a senior (he said they're all the same level, but some get longer to try and sort problems), left around 7:30 this evening. He told me he'd checked everything in the way that previous engineers had and there was no problem, as far as they're concerned.

About 15 minutes after he left, I had issue again, with it dropping and the same flashing lights on the router. 😞 

He did also say he's arranged for a Network area engineer to come out tomorrow, with them investigated what might be occurring beyond the immediate vicinity. He's said they'll let him know if they find anything (or otherwise) and he'll also let me know.

Thanks Jodi for saying you understand the frustration. It really has dragged on and on and the 3rd engineer (supposedly a senior) didn't get back to me after saying he would.

I work for the NHS as a mental health professional. My supervisor has said we're being prioritised in being NHS workers, but I've said that quite a few times in trying to get the issue resolved as soon as possible and it hasn't seemed to make a difference.

Phil

[holonic_being]

p.s. Investigating (not investigated). Tired and frustrated. 

[Sofia_B]

Thanks for the update @holonic_being, I'm sorry to hear the drops continued after the engineer left. 

What time is the Network area engineer due to come today? Please keep us updated on how this goes and what he advises from here. 

Thanks,

[holonic_being]

Hi Sofia,

A Network Area engineer was here yesterday around 11.30 AM. He said he'd found the fault in replacing something beneath the pavement (outside my house) that he said had become rusted up through getting water in it (it was like a box with connectors). He told me that would resolve the issue and I've had an email at 04:15 this morning saying that the issue has been "fixed".

However it again dropped at 15:26 yesterday (after the engineer said it would be resolved) and it's also dropped this morning at 08:22. It's exactly the same issue with router lights flashing and no internet on my laptops, iPad, and phone. According to Virgin at their end though my internet connection isn't dropping and I feel that engineers have not been taking it seriously with that being the case.

I did report it to Virgin again yesterday in getting through to a line manager in Stratford-Upon-Avon (after I insisted). There's another technician coming out tomorrow morning who I've been told is a specialist. I hope he is and can resolve things as it's all beyond a joke. 

Phil

[Sofia_B]

Thanks for the update @holonic_being.

I'm so sorry to hear the drops continued once the external fault was fixed, I can only imagine how frustrating this must be and we apologise for any inconvenience caused. 

I'm glad to hear we're sending a specialist out to come take a look at things for you. Once again, please keep us updated and if you have any issues in the meantime please let us know and we'll happily assist. 

Thanks,

[ReactUK]

Can you get an output of the Pre RS and Post RS errors on your router? As well as the drops/timeouts?

[holonic_being]

I've absolutely no idea what Pre RS and Post RS errors are if you can explain what RS stands for and how I can identify if such errors are occurring...