This has been going on for over twelve months now and I cannot get a resolution. Despite complaining about it on several occasions, even sending a formal complaint to be told that the problem was fixed by an engineer (funny that, seeing as it still happens). But the last contact I had with the complaints team they told me to contact customer support to get a new hub.
After calling customer service to order said new hub I was greeted by a very defensive man who told me he couldn’t order a new hub without first troubleshooting the issue. Despite this already being done and the issue being intermittent I informed the support advisor that he could run all the tests in the world and as like the last several times I’ve called, nothing would show. he insisted so we went through the usual rigmarole of troubleshooting, and nothing was found. He refused to order a new hub as no fault could be found despite the complaints team stating in their response letter that I should order a new hub. After being on the phone for 2 hours on hold and to this advisor I asked for a manager and was rudely hung up on! So alas. Here I am trying to get this resolved once and for all.
the advisor tried to blame it on the amount of devices connected to the router but sources state the hub 3 supports 20 devices and I only have 6 connected, 8 tops! I’ve also checked all signal strength around the house and there are zero blackspots.
ive been in the network logs around when these connection drops happen, and seen several critical errors of which the only way to resolve the issue is to reset the hub. This is happening about 10-20 times a day. The most obvious error in the log is SYNC timing synchronisation failure. Beyond that I’m not sure what else to do.
You could post the hub's status data (for Downstream, Upstream and Network log) as text, not screenshots, and we can take a look. You may also want to set up a Broadband Quality Monitor. Setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection. Post a link to a live, shared graph here and we'll see what's happening. Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can do that immediately.
But, after all that, sounds like you've been serially messed around with VM. Why keep trying if the company don't want to help you? All very well having fast download speeds, but there no use if the connection is unreliable and offer poor latency. Perhaps time to consider an Openreach ISP, ideally from the shortlist on the top right of this page.
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