I want to post this to see if others think I am right of wrong. Been having dropouts on my connection. Setup an external monitor and it shows my connection dropping. Virgin Engineer turned up and I was less then impressed with them as they blamed my devices, speed and powerlines. Virgin have all but said they won't help as it's my issue.
1) When my laptop looses ethernet connection my mobile also looses wireless connection. This to me rules out my powerlines. This would in my mind point to the router to be checked next.
2) The Engineer on my first visit changed the router and I still get drops on the monitor. This would again in my mind therefore rule out an internal issue with Number 1 and the router being swapped out and the issue still persisting.
3) Virgin state I have 20 connected devices to my router. These are not all connected at once and would not again in my mind cause an external monitor that pings my public IP to drop it's connection.
I just feel Virgin have fobbed me off and are now blaming my internal connected devices and my powerlines for the issues even though I keep telling them it's external. Given what I have said above am I right in the ball park of thinking Virgin aren't playing fair?
Also can I ask why the executive complaints team is the same team as is on here. There should be an escalations team. I find this utterly ridiculous.
What Hub model is it and when the laptop drops on ethernet what are its lights showing/doing?
Then lets see the connection details. ____________________________
Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.
Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.
I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.