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Jackamo45's avatar
Jackamo45
Tuning in
2 years ago

Wifi Issues

Hi there, 

Been having consistent internet issues over the last 4 months. Was all fine until just before my contract renewal and now connection has been unstable and poor. 

Have tried everything on the VM Connect app and nothing works. Tried using wired and wireless connections. Noticed the hub has a constant orange light on it instead of white. It's a hub 3.0 as well. 

Would like to be able to consistently use my Internet and get the speeds that my contract promises. 

Kind regards,

Jack

18 Replies

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  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    2 years ago

    Thanks for reaching out to us Jackamo45, and a very warm welcome to our Community Forums!

    Sorry to hear of the issues you've been experiencing with the services of late.

    I've been able to look into the local area and don't see any area issues currently effecting any users.

    When running a flow on the router, no errors appear to be present either.

    Can you please confirm if these issues are still ongoing?

    If so, have you or possibly can you set up a Broadband Quality Monitor so we can see the extent of the issues you've been experiencing?

    Thanks,

    David

    • Jackamo45's avatar
      Jackamo45
      Tuning in
      2 years ago

      Yes these issues are ongoing. At least ever hour or two there is issues. A broadband quality monitor? I'm not sure what that is but I have ran as many tests as I could find on the virgin WiFi app. Thank you for your reply, just hope to get to the bottom of this. 

      • Paul_DN's avatar
        Paul_DN
        Icon for Forum Team rankForum Team
        2 years ago

        Hi Jackamo45,

        Thank you for reaching back out, you can find the Broadband Quality Monitor here, let this run for a coupler of days and then post the results, we will then have a clearer understanding of what is happening.

        Regards

        Paul. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    Since the power came back on, the VM connection to the Hub looks very good. Does the service definitely fail with wired devices? 

    • Jackamo45's avatar
      Jackamo45
      Tuning in
      2 years ago

      Yes, when I'm on my PC I've tried using a wired connection and WiFi card. It drops both the same except my latency is better with wired. 

      • Alex_RM's avatar
        Alex_RM
        Icon for Forum Team rankForum Team
        2 years ago

        Hi Jackamo45,

        Has there been any improvement since your post on Tuesday?

        Everything looks to be within the specifications we would expect from our side.

        Are you able to try a reset of the hub if not?

        Alex_Rm