When it’s good it’s good

I have a hub5 and a fast line speed package. When it’s good it’s brilliant. But from time to time performance drops right off and internet keeps dropping out. Loads of red bars on the thinkbroadband monitor. We have a WhatsApp group in our road and all VM users have the same experience.

But VM systems seem incapable of responding to obvious local network issues. When you get through - a trial in itself - to a help desk or bot - their default assumption is that your hub needs testing and resetting. Surely a quick check of what’s happening with nearby users would tell them it’s a network issue?

When they eventually send a proper network specialist you get somewhere. In December the engineer said it was a fault in a nearby amplifier. Not sure what he meant but he did something and our service was immediately restored. For 6 weeks only, Then it went back downhill again. More red bars on the monitor. More frustrating calls before the sent a network engineer. Cable pulls in the road. Check of all local boxes. Service restored!

As I say, when it’s good it’s brilliant but VM systems don’t inspire confidence.

In reply to a post by Zommie99:

As I say, when it’s good it’s brilliant but VM systems don’t inspire confidence.

Sounds as if you have the same issues we have, old cabling in the street installed in the 1990s, now 30 years old. The good news is VirginMediaO2 are planning on replacing all the cabling in the street with real optical fibre to the home. The bad news is this will take until 2030.

In my street everything is good until we get hot days (over 25degC) when the sun heats up one of the small passive connection cabinets and everyone in my half of the road is disconnected until it cools down. At least I have a really good EE signal here for 4G backup. I'm on a Hub 3 with 250 Mbps service. (The Hub makes zero difference when it is a physical problem).