Techinician not fulfilled promise

[SammieC1]

Last Thursday a virgin engineer visited my house to look into my ongoing (two years) issues with my virgin tv, landline and broadband. He diagnosed that I needed a total rewire and that he would book this to be carried out.

One week on, I have heard nothing. None of the services I pay for work properly. Two years this has been going on. Its so frustrating. 

Please could someone help. Thank you. 

[jbrennand · Accepted solution]

Can we see details of your connection- can you provide this data.....

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Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

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Also.....    If you haven’t already....  set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[Robert_P]

Hello SammieC1

It's disappointing to hear of the ongoing issues with your services and connections and the problems getting these resolved. we appreciate you contacting us via the forums for an update on this.

I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

Rob

[SammieC1]

Thank you John for your response. I really appreciate the effort you have made to assist me.

I will certainly implement what you have suggested. Kind Regards Sam