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Poverty
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Message 31 of 35
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

Still going offline...

 

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Poverty
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Message 32 of 35
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

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Paul_DN
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Message 33 of 35
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

Hi Poverty,

Thanks for coming back, it looks like there is a SNR issue in the area which is causing the drops you are experiencing, this was picked up on 18/11/21 and the estimated fix date is 25/11/21 SNR Signal to Noise Ration can cause the below?

You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you, apologies for any inconvenience caused.

Regards

Paul.

 

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Poverty
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Message 34 of 35
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

Now what is the problem?

 

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Paulina_Z
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Message 35 of 35
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

Hi @Poverty,

Thank you for coming back to us. I'm sorry to see that you're experiencing some disconnections again! I understand that this is not ideal at all. 

I was able to locate your account and run through some checks for you to ensure that there are not faults impacting your services. I cannot see any area issues or problems with your power levels. However, I can see that your Hub uptime is showing as 30 days at the moment. We would advise rebooting your Hub to see if this can help with your disconnection problems. 

You can also take a look at our Broadband Faults page to run some further checks on your equipment.  

Thank you.

Paulina_Z
Forum Team



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