Reset router everyday

[payney1974]

Is it normal that I have to keep resetting my router everyday? 
if I upgraded to a faster speed would all my internet problems disappear? Would streaming work? 

[payney1974]

Did you get access to the monitor ok? 

[payney1974]

We’ve been trying to watch Netflix and Prime tonight and it’s just not watchable!! 

[David_Bn]

Good Morning @payney1974, thanks for coming back to us.

I've looked into the local area and the stats on the hub and everything is showing that the connection should be performing as expected.

Can you please confirm how the services have performed since your most recent post?

How are you attempting to access the streaming services - via our set top box or perhaps through applications on a Smart TV?

Are you connected to the hub via an Ethernet cable or via Wi-Fi?

Referring to your BQM, there does appear to be some latency, can you possibly check all cabling to ensure this is secure and finger tight?

I can also see that the hub has an uptime of 16 days, it is possible to perform a reboot for me?

Kindest regards,

David_Bn

[payney1974]

Hi David,

I’m steaming through a smart tv and through a PlayStation 5. We also play games on the PS5 but this is hard because the internet is so poor.

we use Wi-Fi, not hard wired yet and since we set up the monitor it has been better but still poor overall. 

all connections are tight 

[Ashleigh_C]

I'm so sorry to hear this and thank you for confirming. 

As these issues have continued I think it would be best we get an engineer out to take a look.

I'll pop you a PM now so we can arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you. 

[payney1974]

Thank you

[Ashleigh_C]

Hello again, 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your connection issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
 

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
 

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Thank you