Forum Discussion

matsmith749's avatar
matsmith749
Tuning in
4 months ago

2Gb/2Gb Fibre - interruptions hourly - Samknows realspeed

So - had the 2gb / 2gb fibre service for about 2 months now - and mostly it's great.

But - every hour - on the hour - I get a freeze up for 10-15 seconds.

If I'm in a teams meeting it just locks up, but if I'm playing an online game it freezes, then disconnects me.

I switched back to my mobile boradband & everything is fine, but on virgin fibre? Every hour, it freezes up.

Doing some digging this looks to be checking with samknows realspeed without my knowledge & screwing up my sessions!
How do I stop this? There doesn;t appear to be any config settings on the hub 5x that are relevant - VIRGIN MEDIA - please can you stop killing my internet every hour!

  • Also - would be good to know how to actually email this through to Virgin support. I tried the support pages, but all they seem to do is route you through set scenarios, or use a robot chatbot that does the same.

    I need someone who has access to this setting at virgin media & can turn it off checking the speeds every hour.

    I'm happy with the speed. Stop doing it!

    • Hosay299's avatar
      Hosay299
      Fibre optic

      please wait a few days and they staff should reply or u could try whatsapp chat

    • John_GS's avatar
      John_GS
      Forum Team

      Hi matsmith749 

      Thanks for joining me on PM and confirming your details. Just to update the thread, this was passed to a Moderator to have it resolved.

      Best wishes.

  • Ok thanks - will wait a few days for some staff member to see this & get it sorted.

    Other than this hourly disruption (exactly on the hour) the service is great & seeing excellent pings / transfer speeds - it's so much better than my old 5g broadband connection.

    • John_GS's avatar
      John_GS
      Forum Team

      Hi matsmith749 

      Thanks for posting and welcome to the community.

      I'll send you a PM now to assist further.

  • Just to update -

    I've been running the broadband quality checker on my connection 24hrs a day for the last few days - turns out it is not every single hour that the service gets degraded.

    It's at exactly 3am, 11am, 7pm - ie every 8 hrs for about 15 seconds.

    I can cope with the 3am check - can the other 2x please be stopped? It really impacts my day & is embarrassing to deal with.

    On another note with regard to support, despite originally being contacted by someone from Virgin after a few days of waiting, I'm still yet to have a conversation.

    Waiting 48hrs between messages is going to take a very long timeto get anywhere - how is this acceptable?

     

    • Hosay299's avatar
      Hosay299
      Fibre optic

      Hi it depends on the staff work load sometimes can be sooner.

       

      If u need anything quicker please call them on there normal number 

       

      This website is not a 24 hr setup. It only works on certain hours and depends on work loads. 

       

      So if urgent please call or WhatsApp. 

       

      Or wait for a reply. If u wish to make a complaint please follow company policy on there website but still can take days 

  • I did try an online chat, but was just a chatbot that walked me through the exact same steps I have taken - no way to speak to a person.

    Is there a phone number to call that has people on it?

     

  • My service became live yesterday and I'm also experiencing this!

    What was the resolution?

  • Looks like whatever they did fixed my regular disruptions - no more hangups on set hourly intervals.

    Service was always good (despite the blips) - now I couldn;t really ask for more.

    I have 2Gb/2Gb and seeing at my main computer speeds that are pretty close to maxed (over wifi7) about 30 feet & 2 walls from the router. I'm not using the VM wifi on the hub 5x, using a fancy Asus router for that.

     

     

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter

      A very impressive BQM indeed for VM. Let's hope this is the future folks. 

      • Queb's avatar
        Queb
        Up to speed

        Wow that latency is nothing like DOCSIS!