Brown box damaged

[Vindiesel5000]

Hi. My VM wifi has been intermittent and also slow for around two months now. 
move reported on then phone (6 weeks ago) to be told works were being done in the area. 
6 weeks later wifi is still dropping out and when it does work, is slow. 
The brown box on the outside of the house is also damaged and won’t stay shut so it’s exposed to the elements. 

Can someone please help? 

thanks

[jbrennand · Accepted solution]

Re the omnibox cover - post up a photo here for a VM person to assess thr damage and arrange a "fix".

Re. the connection issues...

Can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

Also,

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.

Post back here what's reported on those two.

[Vindiesel5000]

Hi, John, thanks for your reply.

Ive currently glued their box together so no point taking a photo - it’s VERY old though ad suffered damage with the wind & rain etc over time.

Service checker website showed no issues. Tel service shows there are no issues in the postcode either.

It’s a Hub 3. The light on the front is yellow currently.

[Vindiesel5000]

I don’t have any devices that have an ethernet port so cant comment there

[jbrennand]

You can get adapters with ethernet ports that will connect any device to the Hub via any port your device has - I have them with USB3, USBc, T'bolt, firewire and lightning - so I can connect any of my many Apple devices.  Amazon has a good selection

Lets see your connection details - do this...

_____________

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

[John_GS]

Hi @Vindiesel5000 

Thanks for posting and welcome to the community.

I am sorry to hear of any WiFi issues and the Omnibox issue.

I'll send you a PM now to book in the Omnibox tech to sort that out.

Please also do as jbrennand has suggested, as no issues are showing here.

Best wishes.

[Cunny316]

Hello, my brown box has been completely blo n off & inside panel with wires etc is also just handling on & exposed. Can you assist!? 

Many thanks, 

David

[Sabrina_B]

Hi @Cunny316 👋.

Thanks for reaching out to us. We can certainly assist you with the missing cover that has gone with the wind, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[gazman69]

Hello

My brown box cover is also missing in action. Any chance I could get a replacement?

thanks.

[Laffeyboy]

Hi Sabrina,

I've got a damaged external brown box too a d no way to reattach it to the wall. Could I get a replacement sent out to me that I can attach to the wall as I have exposed wires to the elements.

Thanks