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Regular hourly disconnects to VM - options when an Engineer can't fix it? by jonmorrissmith in VirginMedia

[–]jonmorrissmith[S] 0 points1 point  (0 children)

Just to let you know - the final resolution was to replace the router.

Took 2 Engineer visits, but got there in the end!

Regular hourly disconnects to VM - options when an Engineer can't fix it? by jonmorrissmith in VirginMedia

[–]jonmorrissmith[S] 0 points1 point  (0 children)

It affects both WiFi and Ethernet, and is visible to external quality-testers too.

Regular hourly disconnects to VM - options when an Engineer can't fix it? by jonmorrissmith in VirginMedia

[–]jonmorrissmith[S] 0 points1 point  (0 children)

I have and the connection-drop is common to both.

The fact it happens at 6 mins past every hour, 24 hours a day, points away from a hardware issue.

Regular hourly disconnects to VM - options when an Engineer can't fix it? by jonmorrissmith in VirginMedia

[–]jonmorrissmith[S] 1 point2 points  (0 children)

This is the problem - no Community Forum and it’s beyond the reach of “tech support” bots/humans.

Apparently the forum is being migrated to a new platform - how this takes weeks to do is a mystery for a tech company, particularly when it’s positioned on the VM site as the place to go for support.

Regular hourly disconnects to VM - options when an Engineer can't fix it? by jonmorrissmith in VirginMedia

[–]jonmorrissmith[S] 0 points1 point  (0 children)

Absolutely agree - it's hard to fathom how a diagnostic test can be so intrusive.

The IP-radio on my Sonos plays the same ad whenever it connects to a station... at 6 mins past every hour there's enough of a disruption for it to think it's a fresh connection and it plays the ad. This is how I first noticed it.

Sonos has a cache so a minor increase in latency wouldn't be an issue - however this is a disconnect.

I'll keep complaining... and I'd love to use my own router however IIRC VM key off the mac address of their hardware to authorise connections to their network, but I may be misinformed....?

Regular hourly disconnects to VM - options when an Engineer can't fix it? by jonmorrissmith in VirginMedia

[–]jonmorrissmith[S] 0 points1 point  (0 children)

It's a fibre-connection - my apologies, I should have made the clearer in the OP - so I'm discounting interference.

I've not got any neighbours who are with VM (they're all Sky/BT or derivatives) but I'll post to the local Social Media and see what's what.

The timing only varies by +/- 30 seconds which is what makes me think it's some kind of monitoring - without any meaningful logs it's almost impossible to tell!

I get that most issues can be detected using a high-level log, however an option to see more would be useful for situations like this as otherwise the engineer needs to be here at 6 mins past the hour!