My broadband has been cutting out for a month now

[Sayem118]

Honestly it’s driving me insane this broadband keeps cutting out random it’s both the wires and wireless connection. I’ve had nearly 10 engineer visits and none have managed to fix it sometimes it’ll flash green, sometimes white then green other times it’ll stay a solid white but still just cut out. I’m at loss for words as to how virgin media allow such an issue to be. I’ve had the router replaced, the inside cable replaced, the socket replaced, the cabling outside replaced, the cabinet checked and yet still nothing. Even this final engineer that came said that if this can’t fix it then there’s genuinely nothing that could be done they’re at a loss for words and guess what it still hasn’t been fixed. So now virgin media are selling me a broken service which essentially cannot be fixed. 

[Client62]

"Still nothing" after "10 engineer visits" in a month ???

[Sayem118]

Yep it’s still not been resolved the router will still cut out randomly throughout the day even via a wired connection 

[Robert_P]

Hello Sayem118

We're sorry to hear of the connection issues experienced with your broadband over both wired and wireless connections, we appreciate you raising this via the forums and welcome to the community.

From checking the account we can see there is currently and area SNR (Signal Noise Ratio) issue in your area, it is reported under reference F011466738 with an estimated fix date and time of the 9 September at 9am.

The cause of SNR issues can be difficult to identify due to the many different factors that can cause it, it can lead to intermittent connections. It may not be related to your connection but one in the local network which may explain why none of the steps taken to date with your connection have resolved the issue.

Keep an eye on the Service Status page for update to the issue and fix time.

[Sayem118]

Hi, I received and email saying they fixed the issue but it was never resolved and still continues to cut out 

[David_Bn]

Thanks for coming back to us @Sayem118, 

I've been able to look into the local area, and no outage appears to be present.

However, I have been able to run a flow on the hub and have been advised that an engineer visit would be required to resolve the latest issue reported.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn

[David_Bn]

Thanks for coming back to me via our private messaging function @Sayem118.

I'm pleased to hear that our team have since been able to resolve this matter for you, and do encourage you to report back to the thread if this issue re-emerges, so we can be on hand to help, with understand of the now historical issue.

Thanks,

David_Bn