At my wits end

[EmzLou]

We signed up to Virgin with the promise of super fast broadband connection. It was sold to us via o2 as they are partnered and there were offers on. 
Ever since signing up, we’ve had nothing but problems. Intermittent WiFi connection on multiple devices and we often have to turn the WiFi off if our mobile devices and use our data instead.

We have one WiFi pod which has made very little difference. I managed to apply for this after completing a scan at home. However, since then, when I scan it states the speed and connection are great and yet our devices don’t work! 
I’m confused and so frustrated and am not sure what to do. Any advice would be greatly appreciated.

[jbrennand]

Can you do these steps...

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Firstly... Can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?
What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

If it is wifi only - report back here after...

Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[Carley_S]

Hi @EmzLou 

Welcome to the community forums. 

Sorry to hear of your service concerns. I've checked the systems on our side and cannot see any issues within the area or issues with the hub's specifications. 

Do you find that all devices are dropping at the same time or only some devices?

Do you find that this only happens at certain times of the day or in certain rooms for the home?

Setting up a broadband quality monitor as advised by jbrennand would really help us also in seeing what's happening at the home and pick up on any patterns in real time.