Virgin Media Community

[Calkitch5]

Hi,

Over the past year with visits from VM engineers I have had constant issues with our WiFi, every time I game I get high ping spikes and the gaming is glitching beyond playable, the xbox is plugged into a WiFi booster but still have issues. Also every night my firestick buffers constantly and the TV downstairs situated next to the hub buffers constantly and loses picture. Every test ran says there are no problems within the area when clearly there is. I am bordering cancellation as I'm paying for a service that I'm not getting and to top it off when you call and on hold for an hour the people on the other end just want to pass you around to different departments.

Regards

Callum

[Adduxi]

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.   Thanks

[Calkitch5]

Not going to lie I have no idea how to do any of that you're asking for.

Regards

Callum

[Natalie_L]

Hi Calkitch5,

Thank you for reaching out to us here on the Community.

I am very sorry to hear you are experiencing issues with your broadband service, we would be happy to help.

I have gone ahead and ran a few checks from our side and can confirm there are currently no outages in your area and no errors showing for your service. With this being the case, we would ask that you provide the information requested by Adduxi. 

To do this, you can access your Hub settings via the instructions here

If you also google broadband quality monitor, there will be a few options available for you to choose from. 

Thank you