Shocking access - internet issues

[HB51]

For the passed couple of weeks, our internet has been hit or miss if it wants to work.

We had an email to confirm we needed an engineer to come out - we booked an appointment, only for it to be cancelled 4 hours later saying to was Virgin's fault and not our router...

2 days ago we had a text to confirm the issue had been fixed, only to find today it is playing up again!!! 

My daughter works from home and is having to connect via her personal hotspot at her own cost due to the internet being patchy...

[MOD EDIT: Subject title changed for clarity]

[jbrennand]

What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

[Gareth_L]

Hello HB51.

Thanks for your post and welcome back to our community.

Sorry to hear about the intermittent connection issues and the cancelled engineers visit.

From what you have described it sounds like a local fault, possibly a SNR issue "noise/interference on the network"

I can check that for you if you like. If nothing is listed, we can then arrange for an engineer to attend.

If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Thanks for clearing security HB51

Just wanted to update the post publicly as well as sending this by private message,

We do have a local issue to you which will be the cause of your intermittent service.

This would also answer why the engineers appointment was cancelled.

Thiers an SNR issue. Basically it's noise interference on the network which we are looking to fix as soon as we can.

The current estimated fix time is today 29 July at 18:00.

Feel free to pop back on here and quote reference number F011412329 for an update.

Gareth_L