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Loss of Internet Service

Hi, can anyone help most of last week I was having intermitted loss of my Broadband? And last night from around 21:30 I was total without my service. This did not return until approx 09:30 this morning. To be totally honest I'm now getting really fed up with the constant on and off loss of service. I've done all that is asked as far as resetting the hub and rebooting till I'm blue in the face, I would like to know how I go about having my hub 3 replaced or how do I get compensation for the losses.

Looking forward to real help

Paul

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Re: Loss of Internet Service

Have you checked for “known network faults”?

As well as trying the “check service,” Area status webpage" (link at top right of this forum), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection and if possible, get a fault reference number – the UK call center is still picking up.

Is your loss of service apparent on both ethernet cable connected and wifi connected devices at the same time.?

Some things to check...
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First do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any splitters/attenuators/etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a Hub “pinhole reset” - with the Hub "switched on" throughout, press pin in firmly and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise. But, make sure the 2 passwords on the Hub sticker are still there and legible first !

If that’s all good.... 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] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. 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 a second time).

Also, in the meantime, (if you haven’t already) set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - 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” when you have the first 24h period.

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




--------------------
John
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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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Loss of Internet Service

Hi RapsUK,

 

Thanks for your post on our Community Forums and I'm sorry to see there has been an intermittent service on your broadband connection

 

Can you please tell me how things are looking at the moment? 

 

I've been able to look at the stats of the hub and can see a few channels are out of spec. Can you attempt a pin hole reset on the hub for us to see if this can improve the connection for you?

 

Kindest regards,

 

David_Bn

 

 

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Re: Loss of Internet Service

Hi David,

Things seem to be back to some kind of normality broadband wise although WIFI is not that great. Im a little reluctant to reset the hub again due to the number of items that would also need to be reset up.

Thanks for taking a look though much appreciated

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Re: Loss of Internet Service

Do please come back to the thread if you have any further issues with the broadband connection.

 

I would recommend performing the reset before returning to us as we will still need to run this diagnostic if we attempt to find a fix

 

All the best

 

David_Bn

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