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Kath_F
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Message 21 of 31
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Re: Network Dropouts

Hi Rob, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear that you are having similar issues that present like the OP's. I have checked your account today and can see that there is no area fault affecting you so yours and the OP's connection is completely unrelated. 

Looking at the hub stats, it seems you are having pro-longed stability issues due to the downstream and upstream power levels. We will need an engineer to come out to get these adjusted in order to get your connection working properly again. 

I just need to confirm the address to ensure we are booking the visit on the correct account. 


I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Thanks,
 

Kath_F
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Kath_F
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Message 22 of 31
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Re: Network Dropouts

Hi Rob, 

Thanks for coming back to me via private message with your information. 

I have booked you in for the next available appointment. We cannot confirm the appointment time slot publicly, so to view this please sign in to My Virgin Media here: My VM


If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 


Lets us know how the appointment goes. 


Take care.

Kath_F
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rsmith2074
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Message 23 of 31
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Re: Network Dropouts

Thanks Kath! I really appreciate your help 😊

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DanMackie1
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Message 24 of 31
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Re: Network Dropouts

Hello,

The issues have started again, even worse than before.

Look at how bad this BQM link is:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8ad6350511b26c425e891f67bcc653a4d...

Please can we have a technician booked as soon as possible?

Thanks,

Dan

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Akua_A
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Message 25 of 31
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Re: Network Dropouts

Thank you for the update @DanMackie1.

 

Sorry to hear the issues have returned but worse. We can understand the frustration this ongoing issue may have caused. 

 

I have had a look into your account regarding this issue. The system has has identified a very short term connectivity issue which may cause intermittent or performance related issues with your connection. We believe that the issue is only impacting your connection but it'll only be a very short term issue and your connection will return to normal very soon.

 

Please continue to monitor your service for the next 48hrs and let us know if the issues persist. If so, we will look to find a way to properly resolve this for you.

 

Thanks,

Akua_A
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DanMackie1
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Message 26 of 31
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Re: Network Dropouts

Hello,

The issue is still persisting and is extremely bad.

Please can I have a technician visit as I have never had one and clearly there is something wrong as there have been many problems for half a year now.

Thanks,

Dan

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John_GS
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Message 27 of 31
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Re: Network Dropouts

Hi Dan,

 

Thanks for coming back to us. I am sorry to hear it's not improved. I've checked a few things and currently there's nothing to show a tech is needed so I'm running further checks in order to help you.

 

The Hub's location could be causing the Coverage problem – check that it is:

 

• Out in the open
• Next to the TV not behind it
• Away from large bodies of water (e.g. fish tanks)
• Away from baby monitors and cordless phones
• Away from microwaves

 

Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi.

 

Is the hub out in the open and meeting the points above? 

 

Best,

John_GS
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DanMackie1
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Message 28 of 31
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Re: Network Dropouts

Hello,

The hub fits all of that criteria yes.

Although, I have no idea why the technician installed the hub in the very corner of our house down a large kitchen away from all the bedrooms. We later got the mesh system which improved the speed but still we get these drop outs.

Look at our BQM graph today it's astonishing -

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8ad6350511b26c425e891f67bcc653a4d105721

 I'm also getting Post RS errors and T3/T4 timeouts frequently. Clearly something is very wrong here..

Thanks,

Dan

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John_GS
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Message 29 of 31
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Re: Network Dropouts

Thanks for coming back to me. 

 

Okay so ran further checks and we'll book this tech visit in.

 

I'll PM you now.

 

Best,

John_GS
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DanMackie1
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Message 30 of 31
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Re: Network Dropouts

Still awaiting a response on this in private message please!

Thanks,

Dan

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