Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.
Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some more troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a 'Live Link' to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.
Basically this had been ongoing for 5 weeks now and I just wondered if anyone else in the local area was having problems or whether I was just special!
--- Long story (reason I asked) ---
5 weeks now of having an unstable internet connection. Rebooted, reset the first router, tried a second router, had an engineer out who replaced a cable and another one who found a loose connection. Hours spent on the phone.
And yet it still persists.
And the last call. Well, I don't know if the lady knew what she was talking about or was simply reading from a "script". Advice given was:
With people working from home, the network is busy. Appreciate that but it shouldn't be causing disconnections at least once every hour. every day for the past 5 weeks. And VM have stated (along with other ISPs) there's plenty of capacity and their network is not under strain.
Moving the router. It's got a wired device which indicates it's not wireless. What's that going to do?
I might have too many devices connected and she would need to check. Apparently I only have 4 and one is a wired device so it should be fine. I am glad of this!
Changing my WiFi settings might help. How does that help with a wired connection?
We also established that:
Apparently an engineer will not be sent out.
There is no way of raising this further up to be looked into.
The supervisor would tell me the same thing.
Quite happy for me to pay my bill in full every month while *I* monitor the issue..
She can see the connection is unstable. The issue is between the router and the VM network. Nothing to do with loss of connection between wired and wireless devices and the router itself.
And now I have to start a complaint which a manager will deal with within the next 72 working hours and contact me.
Post up the data Mike asked for - any issues on the connection ought to be apparent in there
-------------------- John --------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.