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Gareth_Hill
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internet keeps disconnecting

Hi

We have been a virgin customer for over a year. We recently upgraded our box to a V6 and began to have problems with our internet connection. It seems to randomly disconnect sometimes reconnecting after 5 - 10 minutes or sometimes it takes hours. I've tried all the connectors, reset, and ran checks sometimes it states there is a local problem with service sometimes nothing can be found several error codes c501, c133, this has  been happening for about a month now, any ideas or things we can try, thanks in advance.

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MikeRobbo
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Alessandro Volta
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Message 2 of 7
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Re: internet keeps disconnecting

How are you connecting the V6 box to the Hub ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Gareth_Hill
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Re: internet keeps disconnecting

Hi

Its connected with an Ethernet cable.

Cheers

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MikeRobbo
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Alessandro Volta
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Message 4 of 7
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Re: internet keeps disconnecting

does the internet drop if you disconnect the V6 box from the Hub ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Gareth_Hill
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Re: internet keeps disconnecting

Hi 

Yes still disconnects, WiFi to other devises also drops normally starts again after 5 minutes, but can be down for longer.

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David_Bn
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Re: internet keeps disconnecting

Hi Gareth_Hill,

 

Thanks for your post and I'm sorry to see you've been having issues with the broadband services.

 

I've taken a look into the stats of the hub and can see that you only have 1 upstream channel as oppose to 4 channels.

 

This will require an engineer to come and visit you to rectify. I'll book this in for you and advise you when this is due to take place via our PM service 

 

Kindest regards,

 

David_Bn

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FE1
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Re: internet keeps disconnecting

Hi, I have been having the same problems since I upgraded to a V6 box a few months ago. I now work from home and have attend online meetings, often the the connection fails, it can be stable for hours, but typically during a meeting connection is lost. It’s really frustrating! Any help would be appreciated.

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