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VM Network team help needed in London area - total loss of internet - T3 T4 critical errors

Tuning in

I am posting it for the 3rd time, as for some reason the posts were flagged as spam. I will try to post the stats in the reply.

About three months ago we ordered 1GB package. It worked fine for a few weeks and then for a couple of months, we had all the problems with the broadband. The internet keeps dropping intermittently or sometimes it just does not work for days. It had not happened to us for more than 5 years. We both work from home and are heavy internet users. The contract is in my partner's name. We live in London.

We had probably 5 technicians coming over after countless of fruitless customer service calls. They are changing the Hub5 router (which does not really make sense, but they probably need to do something to justify their time on the premise). It only helped once when a more experienced engineer, Steve, came in and contacted the Network directly. A couple of days later everything started working again.

And the router was in "modem mode" (I have an external Asus RT-AX82U (fw: router linked via Ethernet cable - 2.5GB slot). I was advised not to do it (which is strange as it had worked for 2 years on HUB3 without any issue), so since the last change of the router it has been running as per default, but I still have an external router connected as an extension for the range.

What is really annoying is when you want to report that something is not working and you go to VM Status then you will get this lovely message:

"We can’t see any issues affecting"

Then you click that there is still an issue and you are getting:
"Looks like there’s still an issue with your connection
We’re looking into it. Check back here after 0 hour and if there’s still an issue we’ll help you book a technician." (I have just spotted it is 0 hours.. and I cannot do anything like I am blocked on your system - probably with a label - "difficult customer, do not let them book another tech visit")

Anyway, here are the stats. Hopefully, somebody from VM will spot something and will send help. And I am really hoping this is not my external router settings (which I really do not think so).




Forum Team (Retired)
Forum Team (Retired)

Thanks for the update on this upsetgamer,

I'm glad the issue seems to now be resolved for yourself.

Do pop back up if you require any further assistance.



Forum Team (Retired)
Forum Team (Retired)

Hi there biggm68,

Thanks for your post and welcome back to the community.

Sorry to see you're experiencing issues with your connection, can I ask are you able to also post network logs as currently we're unable to view the BQM images?
How to do this;
• Please go to (or - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.