Forum Discussion

Quincel's avatar
Quincel
Tuning in
3 months ago

Broadband problems have come back out of nowhere

A few months ago I posted a thread (https://community.virginmedia.com/discussions/Wireless/packet-loss---what-can-virgin-media-do/5563577/replies/5564435) about my wifi which was stuttering when I gamed and dropping entirely for (mostly) short periods throughout the day. Then it fixed itself (or someone read this and fixed something), but now it's back and worse. WiFi making gaming impossible, frequent drops entirely for 15-20 minutes (or, one evening, several hours), not reliable enough to do work calls on. I've changed nothing at my end, and tried rebooting everything but no impact.

Is this just what Virgin Media internet is like? Do I get to decide not to pay every so often, or is not delivering on the deal a one-sided affair? Right now I'm looking forward to my deal ending so I can never again use this provider.

7 Replies

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  • Quincel's avatar
    Quincel
    Tuning in
    3 months ago

    Here's my latest broadband monitor. An awful lot of red.

    EDIT: See new image with IP removed. Live link is https://www.thinkbroadband.com/broadband/monitoring/quality/share/e1498014a2ae3d71286bb2296b763fe734ef44bb

     

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      3 months ago

      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.
      The "compensation "timer" can also be started on this number if appropriate.

      _____________________________________________________

      Then, I dont think you said, 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 on one to help diagnose whether it is just a wifi connection issue or it could be network connection/Hub related?

      ______________________________________________________

      Also, what devices do you have plugged into the Hub on ethernet cables ? Dodgy ethernet connections can and do cause bad BQM,s - several threads on here show that.

      • Quincel's avatar
        Quincel
        Tuning in
        3 months ago

        Thanks. The service says the signal is intermittent in my area, which is interesting because on the first day stuff went bad it said there were no known issues. I'll call the number tomorrow in the day.

        All my devices are on WiFi. I'm not sure I even have an ethernet cable. The hub is just not near anywhere useful to plug computers in.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 months ago

    Hi Quincel 

    Your BQM screenshot will probably be removed as it shows your IP address.  It does look bad though.

    It would be better if you post it again  after removing the IP address or post the live link using the Share option from Thinkbroadband. On Thinkbroadband go to your  BQM and under the options you will see

    Today | Previous Days | Edit | Delete | Share

    Click on the Share option and on the screen that opens click on Share 

    On the next screen click on Share Live Graph, and then post it using the full text from the link provided.

     

    You should also copy paste (not screenshot) the network logs.

    Type 192.168.0.1 (192.168.100.1 if you are in Modem mode) into your browser URL bar and press enter. 

    When the page appears click ‘Check Router Status’ 

     When the page appears, log in (using the details on the hub) and then go to Advanced Settings > Tools > Network Status.

    Then copy paste the information from the Downstream, Upstream, Configuration and Network logs. 

  • Quincel's avatar
    Quincel
    Tuning in
    3 months ago

    Thanks, have updated the broadband tracker image above. Network logs won't post because they contain html?