Forum Discussion

kiedogkie's avatar
kiedogkie
Joining in
18 days ago

Massive packet losses and outage for many weeks

Hi. Over the last 3/4 weeks I have Been experiencing loss of Internet, had an engineer out who seemed to make the issue worse and I am no further forward..

It seemed to have stated around the same time that BT was carrying out works in my area. 

The issue started off first when watching streaming services, where it would constantly buffer throughout a video. I received a text shortly after the issues stated saying there would be Virgin works carried out in the area. These works done nothing. I booked an engineer who came out, stated there was no issues with the fibre etc but replaced pur Hub 3 for a 5. 

After this, the issue got worse, rather than buffering we get complete Internet loss.for multiple hours throughout the day.

The only way it normally goes back to normal.is if I turn the whole router off snd back on. 

I've tried resetting the hub, modem mode etc and still no fix. 

I have read that "real speed" tests may affect the connection ? 

Please can someone help me identify what the issue may be .

  • See graph for details. 

    On Virgin volt 350

    Customer for over 2 years, no issues until recently 

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi kiedogkie 

      Welcome back to the Community Forums. 

      Sorry to hear of your service concerns. We can see that you're already being support via private message with one of the Forum team members on this issue. Should you've any further questions or concerns, please reach back out to them on your already opened private message, and they'll look to assist you further.