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Jaysurrey
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Terrible broadband service

Can anyone help regarding terrible service I am getting broadband wise. I'm on 100mb and speed is great but my connection keeps dropping every 5-10 mins. This makes it impossible to stream. Virgin replaced my router but this hasn't helped and when I went back to ask for further assistance they advised they wouldn't help and I had to repost on here. I've tried calling the call centre who advised they would update the firmware and monitor situation but not heard anything despite situation not improving. Getting frustrated !
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Superuser
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Re: Terrible service

Yup that's grand.

Ive escalated this for you as we need some diagnostics VM's end.

 



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Jaysurrey
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Message 2 of 11
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Terrible service

Can anyone help regarding terrible service I am getting broadband wise. I'm on 100mb and speed is great but my connection keeps dropping every 5-10 mins. This makes it impossible to stream. Virgin replaced my router but this hasn't helped and when I went back to ask for further assistance they advised they wouldn't help and I had to repost on here. I've tried calling the call centre who advised they would update the firmware and monitor situation but not heard anything despite situation not improving. Getting frustrated !
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Superuser
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Re: Terrible service

Ive merged your two identical threads.

Did you reply to staff last time you complained?

http://community.virginmedia.com/t5/QuickStart-set-up-and/Superhub-3/m-p/3137403


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Jaysurrey
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Re: Terrible service

Yes last time they sent an engineer to fit a new router but it hasn't helped at all.
I tried to reply to same member of staff who helped me on this forum before but they said I needed to raise as a new item on forum as it was a while since the replacement router was installed. This is fair enough, I was just getting really frustrated last night trying to stream a programme.

I see lots of people seem to have this problem with the superhub 3.0 and some have solved it my moving to the superhub 2AC. I wonder if I could try this and how I arrange it.

Any help much appreciated as this is stopping me getting any value out of my broadband.

Thanks - Apologies again for rant yesterday!

James

 

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Superuser
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Re: Terrible service

Okay so they've replaced the router and you are still having issues?

How are you connecting to it? Wired ? Wireless?

What does a speed-test say?


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Jaysurrey
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Re: Terrible service

I have one PC with a wired connection and 2 laptops that connect via the wireless - all of them get the same issue. I have tried switching the router to modem only and that didn't help.

When the connection is active I get great speeds - around 180mbs. I was asked to run the below test last time which I understand is relevant?

c3d5f2f253e40222e29d729e4a403e0a-13-07-2016.png

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Re: Terrible service

Yeahhh there's something wrong there- can you post your power levels?

If they're okay well need to get you escalated.

 


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Re: Terrible service

Thanks again for your help. Is this the info you need? :

Capture.PNG

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Re: Terrible service

Yup that's grand.

Ive escalated this for you as we need some diagnostics VM's end.

 


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Jaysurrey
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Re: Terrible service

Any news on the diagnostics Kippies ? Anything else I need to do at my end ?

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