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Jimrus51
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Losing broadband connection - Regularly!

I regularly lose broadband connection and need to reset / power down router to resolve. Wifi appears fine - just no Internet connection. When connected I find speed is around 25 to 30 mb instead of over 150mb previously. If I have more than one device connected the service slows to a crawl. What do you advise?

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Superuser
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Re: Losing broadband connection - Regularly!

Have you tested speeds with a wired Ethernet connection to the VM hub or just a wireless connection? Wireless is easily disrupted by a number of external factors, so a wired test is the best way to get a true picture of what speed your line is able to achieve. It also helps to pinpoint if the issue is with the wireless or your line.

Are you seeing slow speeds and disconnections all day or only at peak times (typically 4pm-11pm weekdays and weekends)? Some areas are suffering with over utilisation, which results in very slow speeds at peak times but full speed at off peak times.

If wired off peak speeds are slow then some hub stats might help.  Go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. Be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up 7-10 days) and run checks on your line.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Re: Losing broadband connection - Regularly!

Hey Jimrus51,

 

Welcome to the community Smiley Happy I'm sorry for the problems you've been suffering with your broadband connection, that does sound frustrating.

 

I've run some diagnostics on both the hub and network segment, everything looks OK at the moment in general. The hub is also reporting an uptime in excess of 24 hours.

 

I'd like to get to the bottom of things, could you check if any of the lights are changing when the connection drops? What about when using a wired connection? Does it remain connected when the wireless devices lose connection? If you could provide a bit more info I'll do my best to help further.

 

Speak soon Smiley Happy

Kev

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Jimrus51
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Re: Losing broadband connection - Regularly!

Hi,

Just had a chance to check wired connection. . PC is good on wired connection but WiFi is not connecting to internet.

 

Jim

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Forum Team
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Re: Losing broadband connection - Regularly!

Hey Jim,

 

Thanks for letting us know Smiley Happy

So this fault is only bothering your wireless connection then. Have you attempted to change your operating wireless channel yet? Often this will help improve issues caused by wireless interference. You can find instructions on how to do this on our help article on changing the Virgin Media router's wireless channel

 

Please let us know if this helps,

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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