2am Connection drop

[rausages]

I seem to keep getting a regular drop on my broadband connection at around 2am which it seems a few other customers have also had. I've monitored it via Think Broadband and it has been happening for over 2 months now.

I normally wouldn't care but it means I get a notification when Apple HomeKit loses the internet connection. It also means that if you are up at that time you don't have internet access for about 5 minutes.

Does anyone know what the cause of this is and if there is anyway to stop it happening?

Thanks

[jbrennand]

Is anything being reported about it on 0800 561 0061 ?

[rausages]

Hi. Yes I have checked that and it never seems to reply any issues when I have checked over the past few months. 

I’ve checked the router stats (I run it in modem mode) and they seem to be in spec but I have seen this issue reported on the forums a number of times. 

[jbrennand]

It is common as VM often do Network changes in the wee small hours.

A VM person might comment on here when they get here in a few days.

[Kath_F]

Hi rausages, 

Thanks for your post and welcome back to the community. 

I'm sorry to hear you're having disconnections in the early hours of the morning. 

As mentioned above, this does happen on occasions as it's when we run updates however it shouldn't happen every night. Checking things this end, the hub itself is looking out of specification. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi rausages, 

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[rausages]

Hi,

Just to follow up on the appointment. They engineers found the incoming levels too high and replaced the connectors in the street, outside of the house and tidied up the in-house connection cabling which sorted out the levels.

The 2am drops have now stopped and the background packet loss on the broadband monitor has also gone. the latency of the connection is now a pretty stable 19-20ms.

Thanks for getting it sorted, I really appreciate it!

Nev