Specific Timed Internet Drops

[SR8]

Hello everyone, since Friday 6th August I had issues where the Internet would drop at the evening around 10pm and called about it on Sunday. The gentleman told me that it could be virgin media updating and that they only do such updates at night, I also got a text message about maintenance work to be done on Wednesday 11th August. Today it dropped during the day which was infuriating and I called virgin media and they kept blaming my 3rd party mesh wifi even though I only got the mesh on Saturday, this issue occurred to the router on Friday prior to my mesh wifi. I have created a broadband quality monitor and I can send the network logs here but I wanted to ask since an advisor today brought this up with me:

A) Apparently Since the router is in modem mode, the router cannot be updated/fixed , is this true?

B) since the router is in modem mode no checks can be done by virgin (I believe this is true but wanted to double check)

C) do routers update at 10pm? If so it's annoying as hell

I will try to post all my network logs now - modem mode logs are relating to the hub correct? The advisor said its based on my mesh network which doesn't make sense to me but she could be right. 

Here is my graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8b176e001b043b747454ca42d10b10e06f...

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1e987247ac47a09e1ed97b998912850e5aafb70"><img alt="My Broadband Ping - Virgin Deco M9 Plus Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1e987247ac47a09e1ed97b998912850e5aafb70.png" /></a>

[Zak_M]

Good morning @SR8. 

Are you able to confirm if the AFM booked the appointment? If so then they will have assigned the best person for the job. 

Kind regards,

Zak_M

[SR8]

I can't confirm that since he never called me back. I do have an appointment for today but are you able to check if he looked into it? Colleagues from VM contacted him and he said he would call yet no answer. I'm praying for a miracle at this point for my Internet to just get fixed after the engineer visit today since this whole month of being a new customer has been a nightmare. They need to check the outside cables as well as the cabinet that's what a floor manager tried to convey on my account for the area field manager. 

[David_Bn]

Good Morning @SR8,

Thanks for your recent update and I'm sorry to hear of the issues that have been ongoing for some time

I can see that we've spoken to you today and that we've noted that this is likely to be an issue outside of the property

Are you able to advise me further on what was discussed on the call?

Kindest regards,

David_Bn

[SR8]

I explained how for the last 3 weeks my Internet has consistently dropped and caused me and my family trouble, the first engineer who checked the property last Thursday said it was a inside problem, changed the router, added a +6 dBmV attenuator I think between the isolator and splitter, shockingly (not) that did nothing and caused problems the next day. I told this engineer before he left to check outside but he said he cannot as he is not experienced in that which I understand. But the problem still persisted now. 

I called again last Friday and stated again its an outside issue and I need someone to check outside, a floor manager called iqbal said this will be told to the AFM and it is on your account and I was promised a call from him by the end of the day (I have persistently asked for a call up till today ever since and nothing).

Fast forward to Saturday after many complaints and hassle I got an engineer on this Wednesday but his car broke down and promised to come tomorrow - waited till 7pm to find this out after making several calls asking about his status and being reassured he will come, which is ridiculous. He came 7:40am next day (Thursday) and this engineer according to VM will check outside wiring and cabinet but guess what, same old nonsense he checked the inside and changed the +6 dBmV to +3. He said he couldn't check outside since its a rcs plate and someone else needs to check (I stated to vm several times can they check the outside and was reassured they could). After he left, two hours later to be precise, the Internet dropped twice consecutively, called him, he called the AFM explained the situation and was promised a call back. Nothing as usual, I followed up the engineer and vm later on the day they said wait till tomorrow since they can't call him as I'm waiting for him to call me (what nonsense they just didn't want to go through any hassle to help me).

Nothing has happened (what a surprise!!) and a request was made now to say its an outside problem even though a Floor Manager (Iqbal) said this on Friday said this already. Absolutely terrible service, I don't understand why the AFM last Friday didn't book this specialist to check the outside and cabinet for this Wednesday instead of sending an engineer that wasn't equipped to solve the problem. (apparently only Kelly communications can check).

Constant miscommunication and no solution when I said several times it's an outside problem since we have only been with VM for a month and the router couldn't have been faulty. Even when they did change the router there was no Change to the problem. You already stressed me out with the pre Install delays and engineer appointments, now you can't even provide me the service properly. This is great way to treat new customers and you want me to recommend VM to others, I would be the devil if I did that. 

[Laurie_C]

Hi SR8,

Thanks for getting back to us, and for providing those details. I'd like to sincerely apologise for the probems that you've had with our services, I can completely understand your frustration.

I'm going to send an email to your AFM to get and update on your current situation. I'll update this thread as soon as I receive a response, thank you so much for your patience.

Kind regards,
Laurie

[SR8]

The 3rd engineer that came out was a senior engineer called Steve, great guy and very upfront with me. He went far and beyond to try and fix my problem and checked the outside cable and cabinet and did some tinkering. The fix seemed to work but I have had times where the Internet would become very slow now temporarily but he did all he could and told me that the way my property is wired is something that is based solely on my area and housing association, if the problem persists, they won't change the internal wiring but can only check the faceplate since it'll cost them too much to replace when the line works (even though it's intermittent). I have been trying to cancel and have had been bombarded with a £240 fee even though ofcom states I should not be charged such a fee due to my broadband service not meeting the guaranteed speeds of up till a month now.

It's a pain to get virgin media in the property now it's a pain to leave, I did nothing wrong and waited all I could for help and support yet they still want me to pay so much for service that has nothing but caused me grief and misery in my work life and personal life since I had to make several calls to get any progress. For those who have this issue, either request a senior engineer and file many complaints or just be forced to suffer like me and be forced to pay fees that are not your fault and against ofcom rules.

[Paulina_Z]

Hi @SR8,

Thank you for coming back to us in regards to your ongoing connection issue. I can completely understand your frustration with this situation.

How has your connection been since your last post? Is it still intermittent, or has this become more stable?

I'm really sorry to hear that you're wanting to leave our services. You can read more about this process on our Thinking of Leaving page on our website. I'm sorry to hear that you're unhappy about your Early Disconnection Fees. They are written into the contract and into the T&C's. I understand that they are quite frustrating to receive and discuss. You can read about them in more detail on our Early Disconnection Fees page.

Have you been in touch to discuss this further since your last post?

Please keep us updated on your situation so we can help further,

Thank you,