on 06-07-2021 16:48
Hi, every night this week and a couple of times last month...ive gotten up to find the router has dropped out....if I turn it off and on it connects...tried ringing ....sent an email...usual check connections etc if problem persists...ring engineer in 24 hours...only ring again and stuck in a loop ..wait 24 hours still can't speak to an actual person....live bot is as useful as an ashtray on a motorbike.....I need to talk to a human....getting fed up with this and them...B38 area....any help much appreciated
Regards
Firecox
06-07-2021 16:53 - edited 06-07-2021 16:55
VM often do network maintainance in the early hours so that could be the reason if its happening at that time?
Also, is it dropping just on wif or on ethernet cable connections too? If it is dropping on ethernet, if you want to monitor it for the records, do this.
If you haven’t already, set up a free and secure “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
on 06-07-2021 17:17
Hi I only have broadband with virgin so just a WiFi router
on 06-07-2021 17:48
Your broadband connection is terminated in a VM “hub”. This consists of a Wireless Access Point that provides WiFi and a 4 port network switch which provides a wired Ethernet connection for up to 4 devices. Speed tests should ALWAYS be carried out on a Ethernet wired connection, VM do not guarantee WiFi due to many external factors not in their control.
on 06-07-2021 18:34
If they don't guarantee it..how can they sell it as 100mb superfast....plus how does any of that help me???
on 06-07-2021 18:38
06-07-2021 19:19 - edited 06-07-2021 19:21
on 07-07-2021 00:56
on 07-07-2021 06:53
The first time this month...ive gotten up and the Internet is working...is this the end of the nightly drop out...????
on 08-07-2021 16:54
Hi Firecox69,
Thank you for reaching back out to us in our community and thank you for the update, glad to hear everything was OK when you got up Yesterday, how were things Today has it remained OK?
Regards
Paul.