Intermittent signal
Hi, I’m after a bit of advice. i have a hub 5, 1 gig connection. i use my van hub 5 as main box, but also use a deco mensh upstairs to boost signal. I haven’t had any problems with this setup for around 2 years, until now . i received a text and email last week from VM advising of a slow connection problem at my address. I followed the instructions, reset and restarted the hub, but problem remained. i phoned customer service, they also ran a reset restart test and booked an engineer visit. They arrived Monday 8th September. The engineer initially couldn’t see any problems. He said the hub was fine and that they rarely have faults, he has only ever had to replace 2?! The connection box inside the house was fine along with the connectors. He checked the box outside the house and said that one of the connectors was about 1mm shorter than he would normally make them and that he has replaced it as this was causing the issue. I asked why it would suddenly be an issue now when it has worked fine for past 2 years and nobody has been near the exterior box or could have bumped it. But he couldn’t really answer. Was advised to give it 40 mins to an hour to settle down again, but showed me his device and that the speed was back up to 1145. After a little pressure he agreed that he would log, when he got back on his van, that a technician who can access the exchange also visit and check things over. This would probably be in 48 hours and that they wouldn’t need access to the property. i check again about 4 hours later and the speed had dropped down to 91mb download speed again. i phoned customer service again on the 8th, the advisor was surprised an engineer had been out as the hub hadn’t been restarted in 4 days. They again ran test and I completed a reset / restart and a power off. Finally resulting in the speed returning to 1145. This remained the same when I check around 8pm on the 8th. Today, the 9th, I ran a quick speed test this afternoon to check all good, but speed back down to 91mb! I checked my online account and it was still showing, intermittent signal error . i phoned customer service again, but this time got a very unhelpful advisor. They insisted that a new engineer had to visit to check the cables, connectors and hub to determine the problem. I advised they did this yesterday and that the engineer had agreed to log a technician to look at the exchange. I gave the advisor the engineers ID number, but apparently that doesn’t help. After several repetitive explanations of the engineer had already done these checks, the issue must be external in the exchange they agreed that they had booked a technician for Monday 15th. They wouldn’t need access to the property and that I should receive an email or text when they have been. I haven’t received and communication confirming this from VM, is this normal? I have also logged back into my account tonight to check if the ”intermittent signal error “ is still showing, but now it just shows I need to book an engineer visit. am I going mad, I haven’t got any faith that this is going to be resolved or if the advisor even booked a technician. He originally told me, several times, that that wasn’t a checkbox on his system, he could only request an engineer house visit. It was only when he disappeared for a minute and then retuned saying he would book a technician to check the exchange. I’m just after any advice if anyone else has experience with similar problem and what my best route to take is? im sorry this post is so long, but if you made it to the end, thank you 😂😀
High power levels affecting connection.
Hi, I have recently moved house and below are my current power levels already with a 6db Wideband Attenuator attched, which was left by the previous owner of the house. I am having some connection issues now and then along with quite a few daily "DBC-REQ Mismatch " warnings in the hub network log so it seem the 6db might not be enough. Please can i request an engineer so this can be looked into :) Kind regardsSelf Install but need engineer
I placed an order for Virgin wifi and tv to be installed and placed the order through an 02 store. I did ask to book an appointment for the 3rd of May however when i received my email confirmation there was no mention of a booking date at all. I received the self install equipment today however the wall socket is outdated so a new one needs installing. Do I need to call up to make an appointment or can I book online? TIA [Mod - title edited for clarity]Wifi and upload nightmare issues.
Across all our devices for the last 4 months wifi connected devices are intermittently not loading, they just drop off to mobile data or say connected no Internet. We are on the gig bundle. When doing Sam knows tests all looks fine but it's not. The engineers even experienced it when here. When doing speed test downloads speeds are fine but errors out on upload. Had 3 engineer visits, a new hub a new booster, One engineer said he found a ghost network. Even when all hubs etc where off still showing the network. It's driving us crazy, wifi tvs connect and seconds later lose the network again. As do all mobile devices, laptops etc... Any help or suggestions would be very much appreciatedInstallation help
Hi, New customer here vm has just went live in my area over the past month or so, so I jumped on it straight away. The external work was completed on my house the other day whilst I wasn’t in. This was an overhead install. I live in a semi detached house so let’s say they installed the brown box on the front left hand side of my house. However I want my wifi box installing in my office which is round the back of the house. There is a route round the right hand side of my house past my front door and round two corners. So my question is, when the engineer comes (which is very soon) will they be able to run the cable from my brown box all the way round my house to the point I need it installed? Will they bring all the kit required to run the cable round? it would be a bit of a deal breaker if not so I’m really hoping it’s not a problem. Thanks in advanceYou have a bug in your systems that it's not allowing us to get an engineer and get internet
We’ve been waiting for internet for over a month now, and we believe you have a system’s massive bug that has left us stuck in an endless loop. We moved to our new house at the end of November. The external work was completed, and everything seemed fine. We were told the next step was to install it inside, and we were given a date. But every time that date gets pushed back. Your system doesn’t seem to register that the external work is done, so the installation keeps getting delayed. When we call, we’re told the outside work isn’t complete, only for another technician to come out and confirm that it is. This has happened multiple times now. We get a new installation date, only to receive another message pushing it back again because their system still thinks external work is needed. We’ve called them around 20 times, each call lasting at least 45 minutes (and sorry but with broken english from your end). Either their system has a serious bug, or we’re just being treated terribly. On top of that, we’re being told we can’t leave without paying a fee and we work from home...I've just wanted internet.
