on 27-10-2023 19:17
Hi,
I've been connected for 2 weeks, south London. My package is the 250 one so I was expecting a good, solid Internet link.
The reality is that it's been awful 😖 I'm regularly getting latencys of 9000 ms plus. Tonite it's been more than 10000 (yes 10k!!!!).
Virgin said I had an issue and monitored the line for a few days and that was it. No conclusion, no communication. They said there was a problem and they'd continue to monitor, then nothing more.
I have a problem. M250 should be able to handle numerous streaming sessions concurrently. Tonight it can't even handle one. It can't even handle a teams call effectively at times.
Is there anything I can do to get this fixed? Or should I just give up and go to another provider. They may offer a smaller link, but if it works then it'll be better than the one I have now?
Does anyone have any advice for me? I'm sorry about the rant 😞
on 27-10-2023 20:57
See this
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First thing is to check for any “known network faults in your location - Look in 2 places
1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)
2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.
If nothing is reported there,
Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality
27-10-2023 21:06 - edited 27-10-2023 21:08
Beware a large round number, all too often they are nonsense.
9000ms = 9 Seconds, 10000 ms = 10 Seconds. If you have this latency you would have no service at all !
Retest with the link below.:
https://www.samknows.com/realspeed/
Once the test begins click on: Run full test to see Latancy / Jitter / Packet Loss / Upstream Rate
Share a screen shot of the results please.