Packet loss and poor service

[Alan1976uk]

Why is Virgins service so poor lately. Both at Home and Work (approx. 5 miles away), we are constantly having outages and poor internet service.

Packet Loss is quite bad lately too.

[MeMyself-i]

Im also having the same issues, constantly dropped packets, WiFi connection keeps dropping out and I have to reset the hub 3-4 times a day. 

[Molly_T]

Hi Alan1976uk 👋 welcome to the community! Thank you for posting. 

Sorry to hear you have been having issues with your broadband service, this is certainly not the type of service we aim to provide. 

Having had a little look into things for you, there are currently no issues in the local area or with outages that would be affecting your service. 

In terms of the connection reaching your hub, this also looks good today with an average speed of 1129mpbs download and 80mbps upload. Latency and packet loss also look pretty stable. It does appear you have had a couple of disconnections across the past month, and particularly some service issues on 12.11.23. However, these seem to no longer be present. The BQM data posted from Wednesday also does not seem to be correlating with our data for the signals reaching the hub. 

Can I just check if the readings you are getting are from a wired connection rather than Wi-Fi? If you are able to set up a live BQM link rather than a screenshot this may also be helpful!

It may be that there were some issues in the area that have now been resolved, but if you keep having issues please do let us know so we can keep a record of things and monitor your connection if needed! It would be great to get an update from you about the kinds of issues you are having and if they are still ongoing? 

All the best. 🌞

[Alan1976uk]

Hi Molly,

Thanks for the reply.

Yes, the readings were from a wired connection, two computers both have issues at the same time. It's been much better the past few days. But when I run a diagnostic from the Virgin router, it still says that I have an issue.

I've tried resetting the router back to factory settings but that hasn't changed anything.

The diagnostics don't really give any useful info as to what problems, other than a broadband issue.

But for now the main issues have stopped, I'm no longer getting constant packet loss.

Thanks.

[Alex_RM]

Morning Alan1976uk,

Do you have a live link to your BQM? We've checked things from our side and everything looks to be within the specifications we would expect.

Alex_Rm