Connection drops in/drops out periodically - Page 2

Rajie · 19-02-2015, 22:30

Quote:

Originally Posted by BenMcr

So to me it sounds like the issue is that any new bundle deal may be a higher cost than you are currently paying, rather than the broadband change itself being chargeable

However, if you are have issues with your broadband connection and don't want to touch the rest of your package you need to report it as a fault with your kit, and if they identify there is a problem they will send out a SuperHub (as VM no longer do standalone modems). Your speed would stay as it is.

From what I was told, the current new customer package for an equivalent costs LESS, but they still won't increase the internet speed up to what other people get for the same money because of how the deal is all tied in. I'm just relaying what I was told, it sounds as screwy to me as it does to you.

But thanks any way for the help everyone, I will just truck on as we are until we can afford a superhub.

pip08456 · 20-02-2015, 00:35

You don't need to afford anything.

To quote Ben:-

"However, if you are have issues with your broadband connection and don't want to touch the rest of your package you need to report it as a fault with your kit, and if they identify there is a problem they will send out a SuperHub (as VM no longer do standalone modems). Your speed would stay as it is."

General Maximus · 20-02-2015, 07:38

you don't need to afford a shub, they are free.

Kushan · 20-02-2015, 07:59

Quote:

Originally Posted by Rajie

Why should the lnksys always be connected if I'm not using it? When I don't need wireless I take it out and connect direct to my PC. I've done this for years with zero problems, all of sudden this disconnection problem began, how can it be the hardware causing it when it hasn't caused such problems in all the years I've used it. And the disconnection problem occurs whether I'm using the lnksys router or not, so it still happens even when that is completely out of the equation.

Okay, I can understand your perspective on this, but what Maximus is saying is that there's no benefit from unplugging in lots of cables - and that might even be the cause of your disconnects (At Virgin's end, they expect one device to be plugged into the Modem and if you swap too much or too often, it can get confused.

In any case, if your computer is a laptop and you go from wireless to wired for the boost in speed, then it's still better to plug that cable into the linksys - it won't mind the swapping as that is what it's designed to do and Virgin will be happy. IF your computer is stationary, then you're better just leaving it always plugged into the linksys - less faffing and again it keeps things more stable.

There's absolutely no harm having your wireless on 24/7 (or even just when you're awake), they're designed to operate like that and it's just about convenience. It also is useful for if/when you get a tablet or phone as those can make use of the wireless.

DABhand · 20-02-2015, 09:34

No point not going for a Super Hub 2, as said they are free, and have a better DOCSIS system than your old Ambit 256, plus it is both a modem and wireless router, if you don't want wifi you can turn it off and keep it as a modem.

If you ever need the wireless function, switch it on again.

I would definitely call VM and ask them to send it out, you don't need an engineer to do it they give instructions on how to call up to activate it etc.

Rajie · 20-02-2015, 11:33

I already said it, but I'm not sure how else I can say it - The last time we called them they said it would not be free. The Super Hub would not be free, regardless of speed staying the same or not.

Again, thank you for your help.

Jon22 · 20-02-2015, 12:12

Quote:

Originally Posted by Rajie

I already said it, but I'm not sure how else I can say it - The last time we called them they said it would not be free. The Super Hub would not be free, regardless of speed staying the same or not.

Again, thank you for your help.

Did you call the normal customer service or the people in retentions? If you ring retentions, I'm fairly sure they would send one and maybe even put you on a better package (at the same or lower cost), in return for signing you up to a new 12 month contract. Think its option 5, then option 3 from 150.

General Maximus · 20-02-2015, 13:23

Quote:

Originally Posted by Rajie

I already said it, but I'm not sure how else I can say it - The last time we called them they said it would not be free. The Super Hub would not be free, regardless of speed staying the same or not.

Again, thank you for your help.

We're not suggesting you ring customer services and ask for an upgrade, you need to ring tech support and tell them you have got a fault and when a tech comes round he'll give you a shub regardless because VM dont want you using the ambit 256

qasdfdsaq · 20-02-2015, 13:49

We already said it, but I'm not sure how else we can say it - you need to report a fault with your service. The Super Hub would be free, as long as you make them aware your current modem is faulty.

Kushan · 21-02-2015, 00:23

That said, Jon22 makes an excellent point - Customer services don't give anything away for free (maybe a cable if you're lucky), however customer retentions have a lot more bargaining power. If you have a modem that old, there's a good chance you're out of contract so if you phone them up and tell them you're leaving, they'll bargain with you - tell them that your bill is too high and Sky has offered you a better deal with a wireless router for free and they'll quickly upgrade you - often at no cost.

Eeeps · 21-02-2015, 11:09

... and if you're really not happy contacting retentions (which has work for many before) then remember that your monthly charge includes equipment rental. You are paying for equipment that works. VM even make a selling point over Sky about this.
If you can demonstrate the fault then keep calling engineers out until it's fixed.

sollp · 21-02-2015, 13:26

Quote:

Originally Posted by Rajie

Why should the lnksys always be connected if I'm not using it? When I don't need wireless I take it out and connect direct to my PC. I've done this for years with zero problems, all of sudden this disconnection problem began, how can it be the hardware causing it when it hasn't caused such problems in all the years I've used it. And the disconnection problem occurs whether I'm using the lnksys router or not, so it still happens even when that is completely out of the equation.

As I said above, we tried that and they said they will not change the speed or equipment for free because we have a TV/phone/cable bundle.

If its faulty it will get changed, thats what i meant

horseman · 22-02-2015, 07:28

fwiw I can certainly see the OP's pov as I tenaciously resisted changing my Ambit256 for years because normal CS agents were futilely trying to inflate my package with offering a SH1 and additional subscription.
My 10mbps tier on SACM was quite adequate for my usage profile.

It was only when I was in the middle of a lengthy 5 month SNR/FEC issue in Sept 2012 that having contacted Retentions for monthly "partial loss of service" compensation that they reviewed my whole package and offered a SH1 (with 30/2Tier upgrade) + VHD STB at LESS than I was previously paying (no install/admin charges either)!

So it can be done but presumably depends on who you speak to in Retentions, length of service, duration/type of any existing fault, bundle type etc...

Rajie · 29-03-2015, 15:25

Back again - We have a Superhub/100mb connection now, speed increase is nice, but....

I'm still having the same problems. I'm certain this is some form of traffic management as the disconnects/slow-reconnects 90% of the time have happened at 11am/4pm/11pm - times that correspond to VM's traffic management/throttling policies on their website. To me, it seems like rather than just dropping the speed there's some kind of connection/reconnection problem occuring, and it obviously was not my old modem since it's still happening.

General Maximus · 29-03-2015, 15:34

VM don't do traffic management anymore and haven't done for quite some time:

"We've got great news for all customers on our broadband tiers of 30Mb and above. After listening to your feedback, we've decided to stop applying our traffic management policy to download speeds. So now you can download as much as you like without worrying about traffic management slowing you down.

Our new policy is simple:
We only restrict upload speed
Your speed is only reduced while the upload threshold is exceeded. So the speed reduction could only last as little as an hour as long as you reduce your uploads"

Edit: I just realised which thread this is. Without going round in circles about traffic management and anything else you can think of can you copy and paste your power levels, config and log from the shub so we can take a look at what is going on. Click this link and scroll down to the fifth post (mine) so you can see what you are looking for. If you are using the shub in router mode (which I am sure you will be) go to http://192.168.0.1 (you can click that) it will take you to the router login page which is the first pic on that link I gave you.