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dave567
On our wavelength
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Internet drop outs!!!Help!!!!

We pay a lot just for broadband to you-as a new customer we could have a tv package as well for less money! Its at the point now where we are considering leaving.Our internet just keeps dropping out and Virgin cannot fix it!

To summarise-this started at the back end of last year and we were initially fobbed off and told to reboot the router. Eventually we were told our levels were indeed low and sent a new hub 3 which I have since learnt causes more issues than its predecessor which for 2 plus years was fine. 

That didnt work so we got engineer one who moved us to the top priority at the box on the street. Everything was green but it happened again.

Then we got engineer 2. A senior engineer who blamed  it on our old cabling into the house and replaced it. All was green. But it happened again.

Then yesterday we got engineer 3 who  changed channel,increased bandwith and disabled some “smart”software upgrade Virgin had sent out and he blamed that as the likely culprit. He left us with everything green again but one laptop wouldnt connect. He even wrote that on his sheet but blamed the laptop! Its old so he could be right but it worked fine with the old hub! Last night we were watching a film and half way through it dropped out-“connected, no internet”. Its ridiculous! If its the hub I really shouldnt gave to buy a new router! My girlfriend has taken time off twice now. We need this fixing once and for all and a gesture of goodwill such as a bill reduction or we will leave and I dont expect a charge for doing so! What do you suggest?

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chenks
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Re: Internet drop outs!!!Help!!!!

can you clarify, is it the actual internet that is dropping or just the wifi? (they are not the same thing).
when you have the issue, does the issue remain of you use ethernet connection and not WIFI.

and what do you mean by "all was green".
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dave567
On our wavelength
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Message 3 of 40
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Re: Internet drop outs!!!Help!!!!

Hi. The engineers have a device loke a mobile and each time they leave they show you a set of lights-all green means all ok. Allegedly. The girlfriends laptop was connected wirelessly. The tv through a powerline adaptor. The message on the tv screen was “connected no internet”. Mo issues for years with the hub 2

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jbrennand
Alessandro Volta
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Re: Internet drop outs!!!Help!!!!

Connect her laptop by ethernet cable to the Hub and see if it remains stably connected when a wifi device drops out.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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dave567
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Message 5 of 40
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Re: Internet drop outs!!!Help!!!!

Hi TBH we are paying about £70 pm and it should work.New hub 3 new cabling and all these adjustments. And my partner used holidays to stay in for two of the three engineers visits so technically out of pocket. Just want it sorting-it worked fine for years

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chenks
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Message 6 of 40
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Re: Internet drop outs!!!Help!!!!

can you do what we have asked you to do?
only then can we advise where the acutal issue is.
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dave567
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Message 7 of 40
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Re: Internet drop outs!!!Help!!!!

No need for that tone-Im a customer paying (over the odds) for a service that doesnt work snd cant predict when it will happen. Forget the laptop-the tvs are more an issue

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jbrennand
Alessandro Volta
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Message 8 of 40
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Re: Internet drop outs!!!Help!!!!

The reason for doing this stuff is simply that if its JUST a wifi problem - you (with some help on here!) are responsible for sorting it (assuming the Hub wifi circuitry is ok)
If its not working on a wired connection then its VM's reponsibility to sort it.

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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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chenks
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Re: Internet drop outs!!!Help!!!!


@dave567 wrote:

No need for that tone-Im a customer paying (over the odds) for a service that doesnt work snd cant predict when it will happen. Forget the laptop-the tvs are more an issue


there was no tone. simply repeating what has already been requested.

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jpeg1
Trouble shooter
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Message 10 of 40
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Re: Internet drop outs!!!Help!!!!

The test with a wired laptop is essential before anyone can advise you further.

Please do it.

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