Unreliable broadband

[Julianrumble]

• VM broadband is so unreliable, we’ve had the hub upgrade, countless calls to VM which btw takes ages, assuring us the the latest software has been upgraded to the hub, & engineers have checked the connection. On a daily basis the broadband drops out, which requires shutting down and restarting, all very frustrating & inconvenient, we’ve only been with VM for 4 months into an 18 month contract, this cannot be tolerated any longer time to leave. 

[jbrennand]

See this...

Can we check… are your drop out issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

Also it is worth setting up a BQM to monitor the connection quality - to provide the data in the event of any dispute with VM

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