Thank you for the reply ‘jb66’. Yes i have an unised splitter in one of the rooms.
Forgot to mention:
I have the virgin router on modem mode and i have a deco e4 setup linked to it. 3 in total over the house which cover all the areas with wifi but when the main router keeps disconnecting, the whole setup becomes pointless 😞
Thank you for making you first post regarding your internet going down on a daily basis, I am so sorry to hear your connection keeps cutting out. That is not ideal at all.
May I ask what Hub you are using?
Can you please check that your coax connections are nice and tight?
Are you able to perform a Pinhole reset on your Hub and monitor your connection following this?
To perform a Pinhole reset, please follow these steps exactly:
With the Hub switched "on", disconnect any ethernet connections and then push in the “reset pin” with the end of a paperclip or similar thin item (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT restart the Hub after that. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub (it is a six digit numeric one).
Please let me know how you're getting on after this.
Yes I have already done all of the checks that your customer service team has asked me to do. My equipment isn't the problem here, it's the connection that's coming through. I have arranged an engineer to come have a look at the outside box which might be damaged and causing the problem. Hopefully it is and will be fixed soon. I am quite disappointed with how long it has taken the customer service team to do something for my problem. Had to make a complaint just to be able to talk to the technical team properly.
P.S. please let your customer service team on the phone know that just reading off the script all the time and hanging up on customers when they don't know what to do is not helpful at all.
Well it's been a month now and i have to say, the problem has gotten less frequent but not gone completely. I still get disconnected randomly and the connection seems slow at times. The engineer that came to check helped a lot and explained quite a bit which was nice. He changed the old wirings and looked at the socket on the wall too. It was great for like 2 days and then back to the same routine. The guy said to call him if the problem persists and he would change the superhub for me but i tried calling him a few times over the week (didn't go through) and left a long text message too, to which he didn't respond at all. I have gotten a bit tired of this whole back and forth with customer service thing after like over 20 calls or something so I'm just going to take the easy way out and change my isp.
Thank you for the update, I am so sorry to hear that you are still experiencing issues with your connection.
I've taken a look at your account and can confirm that everything looks healthy from our end, there were no issues showing regarding your connection. I have also seen that you spoke with a member of our team who was able to sort out a new deal for you, I'm really glad to hear you won't be leaving us for another isp.
Can you please set up a BQM here and share the results on this forum so we can see how your broadband is performing over 24 hours?