Help for speaking to Virgin media engineer

Hi,

Really sorry if this isn't the correct place but i'm trying to speak to virgin customer service and i want to make sure i'm reading the graph correctly -

https://www.thinkbroadband.com/broadband/monitoring/...

We have drop outs of internet connection, while plugged into the Hub4 router directly.
This graph gives me the understanding that their network is cutting out and causing the disconnects - is that right?

They're currently telling me that its our fault for using external networking devices that aren't made in the UK... really...

Edited by Joeskit (Thu 18-May-23 17:42:14)

You’ll be better off on the community forums, the moderators there understand the ThinkBroadband BQM.

(The call centre may not be aware that ThinkBroadband is UK and the hardware used is developed and made in the UK)

Thank you, i've posted there.

Hopefully they're able to help.

In your opinion do you have any insight what this might be caused by? I couldn't see an example of this on the "reading your graph" page

When you post on the Virgin Community forums they always ask for your routers stats (located on the router configuration pages 192.168.0.1), copy and paste everything in the downstream and upstream pages and post it, if you haven't already.

They also like to post this a lot on there "You can keep track of outage updates here https://virg.in/service or call 0800 561 0061 for service updates." calling the number is easier as they tell you if you have a fault in your area, the online tool has never been useful for me.

If you look at what others have posted you can get an idea on what router stats data is required to help get the ball rolling faster.

Most of the problems relating to Virgin tend to be SNR or utilization, they should tell you what the problem is but they tend to take a day or two to respond.

Thank you!

Engineer coming over tomorrow,