I'm a new customer and the connection quality I am receiving is awful (especially recently). Gaming or any real time task is completely out of the question. I have restarted the hub. I've checked the connections etc. Please help.
Welcome to the community page, thank you for posting on here.
I am sorry for the current issues you are facing.
Please can you do the following:
We need to check that the coax cable (white cable) is connected securely to every piece of Virgin Media kit but also ensure that it is connected securely to any splitters that are in use as well as the wall socket.
Tighten any loose connections to make sure they are finger tight. If the cables have push-fit connectors make sure they are connected securely, especially to the back on the Hub 3.0.
Looks like my BQM, and the problem was with the fibre optic connector on the box on the front of the house where it changes to co-ax. You'll have a big coil of thin fibre, and because its coiled it tugs on the connector slightly, it may not be seated properly.
If you look in it, there will be a little device with 3 LEDs, I think one's power, and one upstream and downstream.. something like that. If your upstream one is red, try moving the cables and connector so the fibre cable goes straight into the connector, rather than maybe being pulled at an angle like mine was.
I didn't have to touch mine for 2 years, then got similar issues to yourself, so it can happen out of the blue.
Sorry to hear of the service issues experienced, we appreciate you taking the time to make us aware of this via the forums.
I've arranged for a technician to come out tomorrow morning between 8am and 12pm, please let me know if there are any individuals shielding in the property at the moment or if the appointment isn't convenient for you. I can look to arrange it for a better time for you.
Hello Rob thank you for that. However he arrived and noticed a problem with the line from the box to the house. He said if the problem persists to call him but I do not have his number. If you could send another one out to fix this problem that would be amazing. For anyone wondering the loss was temporary but the ping spikes remain and are awful.