@hawkinsfamily24 wrote:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/a9e801e42e3bf048f40f09903d42970e66a45bdc-18-01-2021
The big red line at 10am is when the engineer was here and he replaced all the cables and a new box on the wall with a splitter He told me that if I still had a problem to get back in touch with him and he would talk to his manager. The second red line in the afternoon is when I spent 2 and a half hours on the phone trying to get it sorted and get back in touch with the engineer. Got passed around several departments and she made me do all the resets that we have done before including a pinhole reset.. We have had 2 drops this afternoon since the pinhole reset. We get packet drops at exactly the same time as 1 of our neighbours so don't believe it is our equipment in our home but something is happening between the junction box in the road and our hubs.
We have had 3 different engineers out in the last week. This problem has been going on since December. I put a written complaint in on 17th December and have an acknowledgement and am still waiting for a response. Am looking at referring this matter to OFCOM as no one is listening to us and sorting it out.
VM have 8 weeks to respond to complaints before you can go to the relevant complaints body, which isn't OFCOM.
Post the network, upstream and downstream logs from the hubs admin pages back here as text.
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