Since 22/03/2017 I have been experiencing significant disruption to my broadband service, I have spoken to 150 more than my partner and child over the last few weeks and have had 2 engineers visit.
I am getting CONSTANT T3 and T4 timeouts (at last average was around 26 a day for varying durations) and my power levels (I was told by the engineer) look okay except for spikes when it starts/stops working, I forget which.
The first engineer said that they suspected this was because my neighbours Virgin connection had been connected to our drop cable via a basic coaxial splitter and that this can happen when a cable from the pit to the house is not working, an engineer may connect to another drop cable. I was informed that this is usually followed by a repull of the cable to the property but they attached a new coax connector and everything was wonderful that day.
Unfortunately when the neighbours came home from work, the connection started dropping again, which prompted the next call to 150, I was told that an engineer would need to visit the property to check things, my partner was home this day and was told that it wouldn't be the cable to the neighbours property because a coaxial splitter means that both properties would get 100% of the signal (not convinced but c'est la vie)
They did 'Something' in the pit and left it at that (cannot confirm what, I couldn't negotiate another day off work to be home for this one)
Losing hope, I started monitoring the connection with BQM on 31/03/2017.
I phoned 150 yesterday and was told to keep an eye on my connection over the next 7 days (not quite sure how one would normally do this, but I check BQM fairly regularly) and see if it improves.
I phoned 150 again today as I am losing the will to live with my internet connection at the moment and was told by the automated system that they would do checks for the next 10 minutes and to reboot my router (by the point I wasn't sure whether to cry or swear but given the 3 year old being stood next to me, I decided neither would be a great approach)
I am trying to take this as a small blip in a grander picture, but with results like the below, I am struggling
It has been 2 weeks since I last had a stable connection, please, someone, anyone, make my Netflix work again (note, Netflix is in no way related to the dropouts, the internet goes off regardless of activity on my part)
Help, I need an adult!
I would love to know when my neighbours are getting re-connected to their own drop cable, but I suspect no-one at Virgin can tell me that, this has already cost me time, a fair bit of mobile data, and my sanity with a 3 year old who doesn't understand why they're not ever allowed on YouTube, but learning the lyrics to the hold music on 150 has kept things light (never been a Robbie Williams fan, who knew he made such catchy songs)
Much appreciated, I am really keen to get this back to former glory.
I am never quite sure if 2 weeks is enough time to expect this to have turned around (little note to staff, some expectation management would be wonderful) I just miss having a trusted internet connection.
Mobile signal isn't great here, looking forward to having reliable WiFi back rather than slow 3G but I must confess that my faith is deteriorating
Another 17 disconnections since midnight. Can Virgin offer any update as I am absolutely pulling my hair out! I phone 150, 1st line checks change nothing, engineer gets called, I then have to negotiate half a day off work to be told there is nothing wrong, rinse and repeat.
2 and a half weeks of this, it's become the oldest joke in my office now. What can I even do? I am tied into a contract, not getting a stable service, I am doing all the chasing, I am paying for things like Netflix that I can't use, going through mobile data like a bat out of hell, and I am also paying for the internet connection which falls over more than your average professional footballer.
Apologies, I have to vent, I feel like Virgin are not taking this seriously at all.
Please, someone, anyone, give me some hope and some strength with this. Someone tell me this will get fixed eventually
The "sub-optimal" levels look to be before HUB has acquired its channel set. That is to say HUB drops, you log into the interface and pull the stats, hub is still coming up.
It the "why its dropping off in the first place" we need to ascertain- especially as the acquired channel set looks fine.
BQM says the same thing, hub is dropping out completely and its taking it some time to come back up. Could be symptomatic of noise ingress and to be blunt its likely to be a long haul to a fix, but you are in the right place at least.
I flagged your posts last nigh for staff but depending on workload it can be a couple of working days till its gets allocated to an appropriate team member. And again to be blunt you will waiting for a senior staff member to get it allocated as its clearly not a simple fix. Ill escalte agaion for you, just to check its in processing for a more technical bod to pick up.
Just an update, after losing my rag with it, I phoned 150 and said this has been an ongoing issue that felt like it wasn't moving. The guy on the phone agreed with noise ingress and has booked an engineer to come out.
I mentioned that my neighbour is connected to our drop cable and that I had copied the logs and set up BQM, he said that when an engineer arrives here to not take anything else for an answer.
Engineer is booked for Saturday morning (I believe this would be a week tomorrow) but the guy seemed quite knowledgable.