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leebecky134's avatar
leebecky134
Tuning in
19 days ago
Solved

Intermittent Problems with broadband. Also problems with tv kit not

Hi l wonder if anyone is able to help. We keep having intermittent problems with broadband and when we run the rest we get this. How can we fix this. We have rebooted everything and still the same

 

10 Replies

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    What network problems are you having?  Message above just refers to TV issues.

    What is being reported on 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.

  • We keep getting droppings out on the internet now and again daily which is bad when gaming on PlayStation and if go on the tv and use apps like Netflix/ channel 4 catch up it says problems connecting half way through but when you started watching it seems fine. I phoned the number on the above and it is saying all fine

    • jbrennand's avatar
      jbrennand
      Very Insightful Person

      OK - this may seem a pernickety question but....is it the internet connection that is dropping out or just the wifi connectivity dropping?

      ________

      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 on one connected on ethernet to help diagnose whether it is just a wifi connection 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?

      _________

      You can also visualise any "Network connection issues" - do this...

      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

      __________________________________________

      If it turns out to be just down to the wifi - see this...

      To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”).    However, their Pods are only free to customers  on the 1GB, Volt (or old Ultimate Oomph) packages - is that you?  If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max 
      See if anything in here helps….

      https://www.virginmedia.com/wifi-max

      You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a few days and they will sort the first one for you.  If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - if you are - it is clearly stated on the webpage.

      You can also text VM on 0753 305 1809 include account name/number and what the issue is,  there is also a “Chat” option on their website - but note that replies usually take longer.  Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684   ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.

      If not free to you… you will be charged £8/month for up to 3 pods.   It’s a simple solution and should work for you.  However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever,  although the VM Pods should be a simpler option.  If you do want to invest in better equipment, you would need to get either a…  (1) Mesh System, (2) Wireless router, (3) Wireless access point(s), (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3). £40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team

      Hi leebecky134 

      Welcome to the Community Forums. 

      Sorry to hear of your connection concerns. 

      How is your TV service connected to the broadband, please? Is this over WiFi or a wired connection? 

      If this is over WiFi, do you have any other issues with devices in the same room as the TV? 

      Can you run a test via our Connect App to see if this shows any coverage concerns. 

      Keep us posted with how you get on. 

      • leebecky134's avatar
        leebecky134
        Tuning in

        It seems to be an internet issue as some devices not all say have WiFi but no Internet. Working from home this afternoon and keeps doing it. I am not internet/ computer savvy so so saying in links etc download this etc is not easy. I do not know what hub l have or if need updates on it. To is WiFi with the cable at the back. 

  • Line on hub is white all the time. Have rebooted a fair few times now. Trying to run the connect app at home and it won’t let me

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team

      Hi leebecky134 👋.

      Thanks for reaching out to us, sorry to hear of the issues you are facing with the service in your area. We have checked and there appears to be no further outages ongoing. Can we ask since your post has the service returned?

      Please let us know. 

      • leebecky134's avatar
        leebecky134
        Tuning in

        I have an engineer coming out tomorrow as it can be fine but then not but they recon there is a fault as there is some devices that say WiFi but no internet still when they were fine. One of them is a work laptop and know it has no issues. Will see what the engineer says tomorrow.

  • Engineer came and needed a new hub. Since then all sorted