Forum Discussion

Bryzza's avatar
Bryzza
Dialled in
2 years ago
Solved

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...
  • 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.

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,

  • WorstISP's avatar
    WorstISP
    Superfast
    2 years ago

    Hi Bryzza,

    Virgin will try to frame this as a WiFi issue because OfCom won't uphold complaints on WiFi issues. make sure you monitor your connection via ethernet and take screenshots proving you're offline each time.

    You have to make sure you're checking everything via ethernet. I wouldn't even bother mentioning observations from WiFi because you'll only help them distort the issue into "Wifi problems" which the communications ombudsman will ignore.

    Do you know how to run a "ping" test? A screenshot of pinging 8.8.8.8 and 1.1.1.1 would be a reasonable way to prove you're disconnected from the internet (Both of these addresses being unreachable would be very unlikely unless your connection was down).