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5 days of dropping broadband - complete joke

So since Monday my broadband has been terrible. It gets to 11am/midday and then starts dropping connection, only for 3 or 4 minutes and then comes back online for 10 or 15 minutes. I'm working from home and have had to resort to tethering from my mobile. 

I have logged the problem via live chat (which is a long drawn out affair) and asked the question on Tuesday or Wednesday if there was a problem in my area... i went through all the usual reset and restart procedures which started about 10 in the morning, then about 4 in the afternoon i got put through to an engineer in the tech dept, who then told me there was a 24hr problem in the area (Leeds) and to just check back on the status page as to when it will be fixed... 

Status page reads that things are ok but still the broadband goes down daily... 

I've booked an engineer... next friday. 

Good news im about 3 weeks off my contract ending.... it may have started working by then

 

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Re: 5 days of dropping broadband - complete joke

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

 

Then

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 3 of 16
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Re: 5 days of dropping broadband - complete joke

Thanks for your answer Mike. I actually set this up at the start of lockdown so I’ve just gone back into the site to look at the graphs.... basically a mass of red everyday since the 5th of August. I’ll try and post them on here when I get back home. 
thanks again. 

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Re: 5 days of dropping broadband - complete joke

My BQM 

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Re: 5 days of dropping broadband - complete joke

Can you post the Hub stats please just to get the evidence published.

Looking at your BQM I think there is an external problem but it will be worthwhile phoning in because without complaints they may not know about it.

You can contact VM to report your problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: 5 days of dropping broadband - complete joke

61477A33-A8A8-47DE-97A2-F7F3C9F36E99.png

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Re: 5 days of dropping broadband - complete joke

8B311C92-BC76-4BEB-B451-6DAE8539C26C.png

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Re: 5 days of dropping broadband - complete joke

74962199-4A0F-4BE3-BEAE-741D37B12ACF.png

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Message 9 of 16
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Re: 5 days of dropping broadband - complete joke

Can you copy and paste the data please, it is usually a lot more legible and certainly a lot quicker.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: 5 days of dropping broadband - complete joke

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

14027500002.440256 qam30
2202750000340256 qam9
3210750000340256 qam10
4218750000340256 qam11
5226750000340256 qam12
62347500002.940256 qam13
72427500002.740256 qam14
82507500002.540256 qam15
92587500002.540256 qam16
102667500002.440256 qam17
112747500002.440256 qam18
122827500002.540256 qam19
132907500002.440256 qam20
142987500002.538256 qam21
153067500002.240256 qam22
163147500002.240256 qam23
173227500002.240256 qam24
183307500002.440256 qam25
193707500002.540256 qam26
203787500002.538256 qam27
213867500002.540256 qam28
223947500002.540256 qam29
234107500002.538256 qam31
244187500002.540256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.3210
2Locked40.3100
3Locked40.3100
4Locked40.3170
5Locked40.3240
6Locked40.3240
7Locked40.3110
8Locked40.3120
9Locked40.970
10Locked40.3150
11Locked40.3120
12Locked40.3150
13Locked40.3120
14Locked38.6140
15Locked40.3150
16Locked40.380
17Locked40.3190
18Locked40.3190
19Locked40.330
20Locked38.9140
21Locked40.3200
22Locked40.9260
23Locked38.9170
24Locked40.3160
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