Loss of services

[Whitestuff8]

Almost every day this week I have had loss of broadband which had interrupted Teams meetings I have been in. I and currently saying at my Hub3 and watching any number of flashing lights with a good time of 1335hrs (now 1100hrs) and I've got another teams meeting at 1130hrs. At what point do I say enough is enough and move to another broadband provider? I've had 10 years of excellent service from VM but for the past 18 months nothing but problems and I'm at the point of total frustration.

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[Molly_G]

Hi @Whitestuff8,

Many thanks for your recent post. I'm so sorry to hear that you've been experiencing these losses of services so frequently.

I've been able to locate your account and can see that there is currently a fault causing an outage in your area, which our engineers are currently are currently attending to. This is likely to be impacting any services with us at the moment. The details on this are:

Fault Ref: F009174989   

Estimated Fix: 26th July at 13:30

Following this time, I'd recommend rebooting your equipment and monitoring the service. Please do drop back if any further issues remain.

Kind regards,

[Whitestuff8]

Thank you Molly but you are only telling me something I already know. What concerns me is the frequency of these outages and the continuing week signal(despite two pods) across my house. When we are having to work from home during this difficult period of COVID, I would expect a service that is reliable and everything is leading me to be disappointed with the service to my house. I pay a substantial amount of money each month and I'm not convinced that VM can provide me with the reliability they advertise. I will be looking at alternative providers in the near future.

Kind regards

[Molly_G]

Hey @Whitestuff8,

Thanks for your reply and apologies that there have been such frequent issues in the area that have been impacting your services.

We'd hate to see you go but I appreciate how difficult this is especially during such a time when working from home.

Let us know if you need any further assistance or advice.

Kind regards,

[jbrennand]

Gather some evidence of connection instability to present to VM
______________________________

If you haven’t already, set up a free, secure and “offlsite” - “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.

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

[Whitestuff8]

Thank you John that's very helpful.

[Corey_C]

Hi Whitestuff8, how has the service been since your post?