Forum Discussion

smartc66's avatar
smartc66
Joining in
12 months ago

Intermittent broadband

Hello - is there anybody out there who can advise me. I am typing on a phone. I have been with Virgin for around 2 years. I am in CB3 Cambridge. Have a Hub 3 router, which was not great, so, around a year ago, following advice on this very forum, I purchased a TP Link Deco AC 1300 Mesh, with 3 nodes. I turned the router into a modem, fitted the Deco, with excellent results, speed up, dead spots no more - until yesterday. Now I have a very slow, intermittent broadband. I have been through the online help, rebooted and reset with has not made any difference. Whilst going through the process, a message flashed up that Virgin were aware of an intermittent issue. The message has now disappeared. I called the help desk today. All they could tell me was that there are no reported issues, and that, as far as they were concerned, there are no problems with them. When pressed the (nice) young lady stated that as I was using third party equipment (Deco) Virgin would not engage with unless I disconnect the Deco, and turn the Hub 3 back into a router. I just know that this will not make any difference, however, can anyone give me a steer. Many, many thanks.  Clive 

 

 

 

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

    Firstly, 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.

  • Lee_R's avatar
    Lee_R
    Forum Team
    12 months ago

    Hi smartc66 thanks for posting and welcome back to our community.  

    Sorry to hear you're having internet speed and connection issues. And sorry for any inconvenience this may be causing you. I would like to take a look into this for you. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee

    • smartc66's avatar
      smartc66
      Joining in
      12 months ago

      Thank you John -yes I did all that you suggested - both avenues reported no issues.

      BTW, what I did not advise on my post was that I tried a few of speed checkers - download reported was anywhere between c80 and c170 - however all reported upload close too, or at, zero

      Now Lee, thank you for replying. 

      Very mysterious goings on.

      So, after two days of really bad service, an amazing thing happened. On day three, I woke up, switched on my laptop and my service was back to normal - just like that. All wired and WiFi devices back to normal.Speedchecker reports download between 120 and 240, upload all around 25

      Maybe all the praying I did was the reason, or, just maybe, Virgin fixed a fault that they knew about all along.

      What do you think ?

      Thank you

       

      Clive