So for the past few months since about November I've been having constant issues to the degree that I don't think I've had a week of consistent internet...
A broadband assessment was run that concluded that I wasn't getting the speeds I was promised which was "fixed" after about 3 weeks for a week or so then back to normal.
On the 7th an engineer came round to upgrade my Hub 4 to a Hub 5 and some new cabling. The first day all was fine, then a day or so after I kept getting disconnections daily 2/3 times. Tried contacting the engineer who claimed to be liable for 10 days after but after 1 message I didn't hear anything back.
Yesterday I tried contacting 2 different operators who both told me that there were no issues with my internet despite a downtime occurring while I was chatting to them.
I finally captured some router logs today and noticed the below logs (and also included the totals) which line up with when downtime occurred (including another one this morning, which prompted this post).
To preempt some of the troubleshooting questions:
- I've rebooted & reset the router many times
- I was using a 3rd party router but since yesterday I've been using the VM Hub 5 (factory reset yesterday).
- Restarting via the control panel or the wall plug "resolves" it as the disconnections only last several minutes usually, but sometimes they're semi-permanent lasting many hours during which restarting does nothing
I'm close to the end of my wick with Virgin now, having been gaslit several times and had nothing change in months while still being charged 63 a month. Hopefully someone here can either help me resolve my issues or preferably help me prove Virgin dropped the ball so I can leave my contract early.
Thanks, happy to provide any information I can
