Hi all, I would like feed back from anyone who is constantly having broadband drop outs and router resets over say the last 8 weeks.
I am now, as I have stated in my question, on my 4th router in 8 weeks. I can't tell you how long I've spent on the phone and can't help but think the recent changes made to the virgin network, as I have been told by a virgin engineer who visited me recently, and the so called upgrade to a hub 3 have something to do with it.
I have had issues with water ingress in the pit outside that my connection runs back to which was promptly fixed, no complaints there, a few weeks back but the issue persists and line quality is good whenever an engineer shows to test. The issue also effects TiVo when the network link drops low or vanishes also.
Not so much a misery loves company post as a cry for help for virgin to do something more now than swap out kit.
Ps i have been a networks engineer for almost 20 years now and have tried more than the usual tweaks and tests and Lan kit removals my side, both cabled and WiFi ,than the average punter with no effect.
and can't help but think the recent changes made to the virgin network, as I have been told by a virgin engineer who visited me recently, and the so called upgrade to a hub 3 have something to do with it.
what recent changes and what update to the hub3 - the hub3 is getting a firmware update - thats not going to cause the problems you are getting - as to network changes - if you had said the info had come from offshore then that would make sense - they talk rubbish - sounds like the techs are as bad
so so levels and other info is the next step
as to why you have had 4 hubs - well it makes you think something is happening and get the tech out of your premises - cynical maybe but i would guess the 4 hubs you have had replaced were not scrapped but installed on other jobs and are working fine
Didn't make myself clear in first rant. I had upgraded to a hub 3 from a hub 2 about 2 weeks after this began happening.
As for the network upgrades, I spoke to a virgin engineer and he said that around d 7 to 8 weeks ago they had started a using a new process or upgraded one to acquire downstream lock, I think he said downstream anyway.
They have installed new taps in the pit also about 6 weeks ago as they had found water ingress. the
When the engineer was on site yesterday my router was not detected on The network but was allowing me to stream from the internet which made no sense at all to the engineer.
All levels were checked and another router was installed as this was an odd issue and looked like a hardware fault.
Do you have any info on how to escalate this beyond first line and baasi engineer level , tier 2 or 3 support if they exist?
i cannot argue with any of the info you have about upgrades - maybe its true maybe its not - VM play all such things close to their chests when info is given but who knows
as to all levels being correct well depends how far tech looks - upstream and downstream levels are good but my understanding of snr is 34 is minimum and you have readings below that - how that plays out i dont know - does that cause resets - again [sorry] i dont know but that series of levels is out of spec afaik
how do you escalate it - best way is wait here - VM take about a week to get to threads they will comment - if there is a fault in the area they will know and give you a fault ref - i would suggest there is not as normally an area fault cancels all tech visits
leave the thread to age as adding to it can push it down their answer queue and dont mark any answers as helpful or whatever it is - that again can delay VM getting here
imo the hub changes have been pointless but i am not a tech so they might be right - who knows - changing stuff in the pit may have helped but its not cured the root problem