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ax220qmb
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Constant dropouts - green arrows

I have been a virgin media customer since 2009, taking my connection with wherever I move. For 5 years I have had fibre in my current home.

Over the last 12 months the reliability of the connection has been diabolical. I must have at least 2 months worth of loss of service credits.

Virgin have one last chance to try and fix the problem. A problem which no one can be bothered to diagnose properly. My theory is the cable entering the property is stretching/not reliable. I live in a block of flats and can see what looks like external damage. A few engineers I have had visit claim it isn't a problem. Whilst 1 agreed with me.

Finally, how do I go about leaving virgin without paying any penalty charges as this loss of service seems more of their issue than mine.
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Superuser
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Re: Constant dropouts - green arrows

start with some info and figures to try and see if there is an input problem

are you testing wired or wireless - always test wired 

log into superhub - 192.168.0.1 - DON'T SIGN IN, click router status [top right] - and post the downstream and upstream figures

____________________

Tony
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ax220qmb
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Re: Constant dropouts - green arrows

Screenshots as requested below.

I used both wired and wireless, primarily wireless.

Current internet speed whilst connected fluctuates between 1mbps to 30mbps --> I am meant to be on 100mbps and I regularly get that on all wifi devices in good range of the hub.

Screen Shot 2016-12-26 at 22.43.29.png

Screen Shot 2016-12-26 at 22.44.33.png

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Forum Team (Retired) Adam_L
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Re: Constant dropouts - green arrows

Hi ax220qmb,

 

Thanks for your post! I am sorry to hear about your issues with constant drop outs. I apologise for any inconvenience caused.

 

I have tried to test things from here however I was unable to locate any of your details via your forum account. I will need some information from you in order to proceed with making the booking.

I will send you a PM (purple envelope at the top) detailing what's required to proceed with diagnostics, please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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