Forum Discussion

billy_ten's avatar
billy_ten
Tuning in
2 months ago

Just joined and my connection drops several times a day, every day (Hub 5, newly cabled area)

Hi everyone, I "upgraded" to a Virgin 1gig connection a month or so ago in a newly cabled area. Unfortunately I'm having issues with my connection dropping repeatedly. It mainly affects MS teams and Zoom calls which disconnect and then reconnect a few seconds later but i've also noticed an issue with Canva (online design software) and Google slides where both kick into "offline mode". I have a Hub 5 and two black pods set up. Speed is reasonable (upwards of 100mb in the most slowest area). 

I've rebooted the hub a good few times and Virgin have also reset the hub. Their technical support has been pretty unhelpful with little beyond the resets. 

I've set up a quality tracker here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ae93be1977c7171df0ae808ba8f0f820334d3a42

It's showing a weird cycling saw tooth pattern that repeats roughly every hour and 45 mins. Any suggestions of what this might mean or anything else that I can do to figure out what's going on and hopefully kick VM into action would be massively appreciated. Fingers crossed! 

 

Connection Dropping
fibre
new customer
  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    2 months ago

    Hi billy_ten 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the issues you're having 😔

    I've taken a look on our side, but I cannot see anything that would explain these. How have things been since you posted?

    Advice on how to fix internet problems can be found here. 

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • billy_ten's avatar
      billy_ten
      Tuning in
      2 months ago

      If anything it's getting worse - working from home today - connection dropped several times during MS teams meetings between 1 and 2 pm - I can't trust the service. I ran a test via the My VM app and apparently "no broadband issues found"

    • billy_ten's avatar
      billy_ten
      Tuning in
      2 months ago

      also worth mentioning that i'm only getting a 6 mbs upload speed at the moment. 

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 months ago

        Hi Billy_ten, 

        Thanks for coming back to us on this and letting us know. We're sorry to hear things are worse.

        Checking things here, we can confirm there is no open area fault affecting you which is good. The performance tests for disconnections, latency and packet loss to your Hub are as expected, showing there is no fault with the connection from our network to your Hub. 

        Do you have any additional networking equipment connected? (i.e. Network Switches)

        When the connection is lost, do all devices lose connection at the same time?

        Pop back and let us know so we can help further.

        Thanks,

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 months ago

    How that router mode working out for you virgin media? think its about time you add modem mode!