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1Peacock
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Internet cutting out multiple times a day

We have been with virgin media for around nine months now. We are now experiencing the internet cutting out multiple times a day for around 10 minutes at a time in the evenings. There are no reports of outages in the area. Can anyone help with this?

Alex

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Tudor
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Re: Internet cutting out multiple times a day

First try customer services as the web status page does not show very local issues only ones where 1000’s of users are affected. They should also be able to test your circuit. If you get no joy then update this message. 


Tudor
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1Peacock
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Re: Internet cutting out multiple times a day

I've tried using the online tool to detect issues but it only says "your hub is turned off" when we are having the fault or "everything seems fine" when the fault has cleared.

This is happening multiple times a day, everyday and is very frustrating. Is there anything I can do to help diagnose the issue, like the error logs from the hub?

We are paying a lot every month for a service we can't use. This is unacceptable! This has been happening for months now and Virgin Media so far has been unable to fix the problem. We are seriously considering  moving to another supplier to get the service we are paying for. 

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Re: Internet cutting out multiple times a day

Hi 1Peacock. 

 

Thanks for your post,

 

Sorry to hear you're having some issues with Internet, 

 

I've run a health check and a few of the upstream/ downstream levels are showing out of spec- Can you reboot the hub for me so I can check the levels again?

 

Let me know when you have.

 

Alex_Rm

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Re: Internet cutting out multiple times a day

That's the hub rebooted now.

Alex

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Re: Internet cutting out multiple times a day

Thanks very much, 

 

The levels are still showing out of spec so it's something I'll need to arrange an engineer visit.

 

I've popped you over a private message so I can do this.

 

Alex_Rm

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