Forum Discussion

Bryzza's avatar
Bryzza
Dialled in
2 years ago

internet

To add to my dissatisfaction with VM, I have just experienced an ongoing issue with my internet connection. I keep getting cut off from the internet and VM say there aren't any problems in my area. I have unplugged and plugged in my router numerous times and have reset my router and the bloody thing still fades off and on.Can someone suggest how I can get around or even solve this little problem without having to take a sledgehammer to my my router?

Fortunately I have a Three hub as standby so my wifi on my phone isn't being affected but as all would appreciate, we really do need internet access to carry on with our lives. Homing pigeons aren't too good with messaging these days.

Thanks again for any/all assistance the that the trusty team out there can furnish.

                                   cheers.  Bryan W.  

  • Client62's avatar
    Client62
    2 years ago

    Check for a fault in your street via : 0800 561 0061 it is an automated service.

    Hub Signal Level Checks

    Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

    Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

    ( If already logged in to the Hub menu, the same info is available at : Advanced settings >>> Tools >>> Network status )

    Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

    Upstream     Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16/QPSK is a current service noise fault.  Seeing less than four DOCSIS 3.0 channels is usually a signal level fault.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Check for a fault in your street via : 0800 561 0061 it is an automated service.

    Hub Signal Level Checks

    Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

    Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

    ( If already logged in to the Hub menu, the same info is available at : Advanced settings >>> Tools >>> Network status )

    Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

    Upstream     Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16/QPSK is a current service noise fault.  Seeing less than four DOCSIS 3.0 channels is usually a signal level fault.

  • WorstISP's avatar
    WorstISP
    Superfast
    2 years ago

    First thing's first, don't waste your time with the standard "support" process, you need to open an official complaint and collect evidence. Any interactions with support take notes of everything they say and demand fix dates.

    Start the complaint process by opening a complaint in their webform here: https://my.virginmedia.com/my-cases/make-a-complaint

    After 8 weeks you can then escalate to the ombudsman which is the first time Virgin will start to try and fix anything.

  • Martin_N's avatar
    Martin_N
    Forum Team
    2 years ago

    Hi Bryzza,

    Thank you for your post. I'm very sorry to hear about the issues you've been having. 

    I have taken a look on our side and I am unable to see anything that could be affecting this. 

    Can you confirm if this is happening on both a Wired & Wireless connection?

    ^Martin

    • Bryzza's avatar
      Bryzza
      Dialled in
      2 years ago

      I find that when my 2.4ghz wifi is down that my wired ethernet also cuts out. Surely ethernet shouldn't be affected if my wifi fails?

      I continually have to either reset my router, which is a pain due to having to reconnect to everything, or I unplug and re-plug my router. both actions obviously mean I have to reconnect everything. This is happening every morning when I turn on my laptop. My other concern is that my home security is sync'd to 2.4ghz wifi, so if that fails my home security camera is out of action too.

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)
        2 years ago

        Hi Bryzza 👋

        I'm going to send you a private message, so we can continue assisting with this issue. Please look out for it in the top-right, white envelope or by tapping your profile picture then "Messages".

        Thanks,