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Radar1968
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Message 31 of 36
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Re: Strange Disconnection Issues - Wired & WiFi

Thanks for the reply. 
If there are no settings to change for the Hub 3 to work then I’ll set up a BQM sometime next week. 
So far I have had over 7 days without a collapse and noticed no performance or lag issues. Not that I did anyway. 

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Radar1968
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Message 32 of 36
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Re: Strange Disconnection Issues - Wired & WiFi

Spoke too soon. Another collapse. Again when I’m not in.

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Radar1968
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Message 33 of 36
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Re: Strange Disconnection Issues - Wired & WiFi

For now I’m going to have to accept the VM acknowledged outage and that they say it is over utilisation. This is despite me not seeing any lag, buffering or speed issues in my house, even during peak periods.  I will await an update at the end of May, take them up on the offer of an engineer visit and also do a BQM at some point.

However can someone please try and come up with a plausible explanation for why, given the above, the only indication of problems I see is the collapse of all wired and wireless connections on my hub. It’s momentary and if I didn’t have a NAS sending me an outage email then I wouldn’t notice. There is nothing in the hub log at the time the collapse occurs, so it doesn’t appear to notice and there no higher than normal errors in that log.  Nothing at the time of the collapse. Uptime of the hub remains as if nothings happened. The error only occurs every week or so and sometimes 8+ days apart, usually when I’m not there, so I’m not using it.  

VM refuse to swap the hub to rule this out as an issue. This is the first thing I would have done in this situation in my 25+ years in IT Support. 

Whenever I see over utilisation in threads no one has ever mentioned an issue like mine, only huge lag, buffering etc. 

Comments and suggestions welcome. BQM to follow at some point. 

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Kath_F
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Message 34 of 36
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Re: Strange Disconnection Issues - Wired & WiFi

Hi Radar1968, 

Thanks for coming back to us on this one. 

Checking the details this end I can see the fault is still open. The reference for this is: F009733207 and the estimated fix time is currently showing as: 31 MAY 2022 09:00. You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you. We are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times) will be resolved. 

We understand this can be annoying but whilst this fault is open, we wouldn't be able to arrange an engineer or a replacement hub. Once this is resolved though, if you are still having issues, we'll then be able to help further. 

Thanks, 

Kath_F
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Radar1968
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Message 35 of 36
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Re: Strange Disconnection Issues - Wired & WiFi

Thank you for the reply but it’s the same old pat I’ve been getting.

I’m not happy with the situation but what can I do?  You should not be needing to upgrade infrastructure that is less than 5 years old to accommodate services in my area when a) you are the ONLY provider available and b) its a new estate with a finite number of houses going online. You should also not be making existing customers suffer when you are daily installing new customers onto your network within plain sight of my front door. This is disrespectful to people in my situation and shows lack of planning. But again what can I do?

I AM happy to keep accepting the compensation until fixed. Also I have been offered an engineer visit in a DM which contradicts your reply. So who is right? You or your colleague?

The question I do want answering is why am I seeing a hub collapse (wired and wireless) for over utilisation (with no apparent errors recorded) when others in a similar situation see lag, dropouts, errors but never mention hub collapses?  That’s what I want to get to the bottom of. 

Kind Regards

RADAR

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Ayisha_B
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Message 36 of 36
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Re: Strange Disconnection Issues - Wired & WiFi

Hi @Radar1968,

I can appreciate this is frustrating and I can see there is an open complaint on our system that has been raised for you regarding this already. 

Unfortunately, we are unable to arrange for a technician to come out until the area issue has cleared- I do apologise for any confusion caused.

Any issues you are experiencing may be related to the area congestion however we can assess further on an individual basis once this fault has been resolved.

Kind regards

Ayisha_B
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