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ffs666
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Area 31 connection keeps dropping since yesterday's 'issue'

Hello,

Trying to find a number to virgin support on the website but impossible to find (what is that number?) so posting it here but not ideal when one doesn't have Internet...

Below is a snap of a service status from yesterday that manifested itself in unstable connection, for me anyway. If I check that status now it says no issues but the connection still keeps dropping, so not really resolved. It's impossible to use Internet like that.

WhatsApp Image 2021-05-07 at 17.27.11.jpeg
Also when I run the test from the app today it came back with such response:

WhatsApp Image 2021-05-07 at 17.26.55.jpeg

So the service status says no issues but the test says there are issues...

Is this a known problem? What's the ETA for a fix?

Thanks

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ffs666
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Message 2 of 16
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Re: Area 31 connection keeps dropping since yesterday's 'issue'

Also this has been 'running' for like half an hour now. I know what will happen when I close it and try again, it will tell me that I run out of test runs. I fell into that trap before when it got stuck...

Firefox_Screenshot_2021-05-07T16-52-42.241Z.png

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ffs666
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Message 3 of 16
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Re: Area 31 connection keeps dropping since yesterday's 'issue'

The number is 0345 454 1111 and nowhere to be found on the website (try searching the web for it). It's on the Complaints page!

So after a considerable effort I managed to get a link for booking an engineer that I can use... after 24 hours! It's been four days of broken Internet and I still have to wait for 24 hours? What a joke.

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Gareth_L
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Message 4 of 16
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Re: Area 31 connection keeps dropping since yesterday's 'issue'

Sorry to hear that ffs666

The number you needed is on our website here

Can you please lest us know how the visit goes 

Gareth_L

 

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ffs666
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Message 5 of 16
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Re: Area 31 connection keeps dropping since yesterday's 'issue'

Are you serious? Your link points to the 'Accessibility' section, a section for people with disabilities. Do you really expect everyone to go there to find the number to customer service?

Why isn't it under Contact Us or somewhere where it actually makes sense?

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Gareth_L
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Message 6 of 16
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Re: Area 31 connection keeps dropping since yesterday's 'issue'

Thanks for your feedback ffs666

Please let us know how the visit goes 

Gareth_L

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ffs666
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Message 7 of 16
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Re: Area 31 connection keeps dropping since yesterday's 'issue'

To be honest I don't know what to expect from such visit when the issue is clearly at your end. Today the connection seems to have improved, again confirming the problem is/was at your end. However, having an engineer around appears to be the only way to actually communicate such things to a human being. Seems slow and wasteful to me.

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ffs666
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Message 8 of 16
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Re: Area 31 connection keeps dropping since yesterday's 'issue'

Unfortunately it seemed to recovered briefly in the morning but is unreliable again. Does anyone have more info about this 'Network Issue'? The service status page shows everything is fine.

Firefox_Screenshot_2021-05-10T13-55-14.032Z.png

Firefox_Screenshot_2021-05-10T14-09-51.956Z.png

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Tom_F
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Message 9 of 16
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Re: Area 31 connection keeps dropping since yesterday's 'issue'

Sorry to hear about the ongoing issues ffs666.

 

I wasn't able to check on this using your forum details alone - please look out for my PM and I'll be able to take a further look into it for you.

 

Tom

Tom_F
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Message 10 of 16
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Re: Area 31 connection keeps dropping since yesterday's 'issue'

Thanks for getting back to me @ffs666. When checking on this from here it's clear that the hub is out of spec and will require the attention of an engineer - I can see you've arranged one already and I'm sure they'll be able to get this sorted 

 

Please let us know how the appointment goes, or if we can help with anything else.

 

Tom

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