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Any ideas what caused this sudden drop yesterday ?

jka94036
Superfast

on ‎19-03-2021 08:04

Had another sudden drop out of broadband yesterday, offshore guy didnt have much idea why this happens apart from running through his scripts.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/42c9362233be05742b30bbe4638d788c69d121ea-19-03-2021

 Thanks

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147 REPLIES 147

Z92
Trouble shooter

on ‎19-03-2021 08:44

Could have been something as simple as an engineer playing in the cabinet fault finding another customers connection or setting up a new connection, or maybe the feed to your local cabinet. 

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Beth_G
Forum Team
Forum Team

on ‎21-03-2021 11:21

Hi jka94036,

 

Thanks for your post, I'm sorry to see that you experienced a drop in your connection on Friday. I've had a quick look at things from here and it does appear that there are some prolonged signal level issues which will require an engineer's visit to resolve.

 

I've gone ahead and booked in an appointment for you - please log into your My Virgin Media account or app to view your appointment time slot.

 

Let us know how the visit goes and if you need any further help.

 

Beth

Beth
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jka94036
Superfast
In response to Beth_G

on ‎21-03-2021 11:29

Thanks Beth

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Beth_G
Forum Team
Forum Team
In response to jka94036

on ‎21-03-2021 11:40

No worries! 🙂

 

Beth

Beth
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jka94036
Superfast
In response to Beth_G

on ‎22-03-2021 18:23

Ok, Tech came and fiddled in the cabinet with power levels but says there could be a fault in my local cabinet and has escalated to the network’s team.

How do we track this from now ?

thanks

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Gareth_L
Forum Team
Forum Team
In response to jka94036

on ‎22-03-2021 19:19

Hello jka94036

Sorry this has happened but thanks for the update

I can see this has indeed been staged to our Networks Team to be monitored 

It's not possible to check or updates from your side sorry 

However our Networks Team should get in touch once this has been resolved 

You can also pop back on here if you need an update 

Gareth_L

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jka94036
Superfast
In response to Gareth_L

on ‎24-03-2021 07:51

Hi

Had another loss of broadband at about 00:45 today. Green flashing light on hub. Came back as suddenly as it went about 20 mins later.

Was this anything to do with the work being done by networks or does it mean my issue hasn’t gone away ?

thanks

John

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Ashleigh_C
Forum Team
Forum Team
In response to jka94036

on ‎24-03-2021 10:16

Hi @jka94036

 

I'm so sorry to hear you had a loss of connection!

 

I've had a look on your account and I can't see any outage or issues with your Hub that could be causing an issue. 

 

Now the Hub is back online is it performing as normal or are you noticing any issues at all?

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