Intermittent broadband
Hi, I have been a VM broadband customer for many years. I am on the M350 broadband package. Over the past week I have had frequent internet dropouts spanning multiple days. Annoyingly this is happening intermittently which makes it harder to debug. There are no known broadband issues in my area. My internet can be working fine for a good few hours but suddenly I will have no internet bandwidth on my devices and I am unable to access any web pages. When this happens the connection drops for varying periods of time ranging from a few mins to sometimes as long as an hour. When I have no internet connection there doesn't appear to be any change in the status lights on the superhub. I have the superhub 5 which I upgraded to over 4 months ago and it's been working absolutely fine until last week. The superhub is running in router mode. I connect from multiple devices over wifi and there is no difference which device im using, the problem occurs on all of them. I have tried restarting the superhub many many times. Sometimes the internet comes back when the hub reboots but often it doesn't. When the internet is working I get very fast speeds: I setup a Think Broadband broadband quality monitor a few days ago. Below you can see some graphs over the past few days... Friday had no dropped packets: Saturday had some: This morning / overnight has been terrible: I would appreciate some help to try and understand what's going on here as it's been extremely disruptive especially when im working from home. Thanks in advanceIntermittent 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 😂😀
