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helencostas
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Broadband Connection - WIFI

Hello - I seem to be having ongoing wifi issues.  It's very slow and sometimes doesn't work at all.  The network was also down a few times and I do recall that it was out all day on 12 May 2021 as I couldn't work but I haven't received any credit for this on my account even though I called in to be informed that the there was work being done in my area.  What's the issue with the service?

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helencostas
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Virgin Media Broadband

Hello - I seem to be having ongoing wifi issues.  It's very slow and sometimes doesn't work at all.  The network was also down a few times and I do recall that it was out all day on 12 May 2021 as I couldn't work but I haven't received any credit for this on my account even though I called in to be informed that the there was work being done in my area.  What's the issue with the service?

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sophist
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Re: Broadband Connection - WIFI

Is the connection also unstable for devices that are connected via ethernet? 

In order for compensation/credit to be applied to your account i believe that there needs to be a complete outage to service for 2+ days, so the single day won't count i'm afraid.

Can you post the power data and logs from your router - browse to your hub on  http://192.168.0.1 - don't log in, click Router Status - copy/paste the tables from the Upstream, Downstream and Network Log tabs back to this thread - you'll need multiple posts for this, the info wont all fit into a single one..

also worth setting up a BQM - once set up, find the Live Graph and click "Create Sharing Link" - post that back here.

edit: merged your double-post.

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helencostas
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Re: Broadband Connection - WIFI

No the connection is more unstable via wifi? 

From my experience, compensation/credit is applied to my account even if the outage is just for a day and to be honest the outage has been more than a day although I never lodged the date for previous ones so I still think the one in May should be credited.

I don't understand this:
Can you post the power data and logs from your router - browse to your hub on  http://192.168.0.1 - don't log in, click Router Status - copy/paste the tables from the Upstream, Downstream and Network Log tabs back to this thread - you'll need multiple posts for this, the info wont all fit into a single one..

also worth setting up a BQM - once set up, find the Live Graph and click "Create Sharing Link" - post that back here.

edit: merged your double-post.

 

Please explain exactly what I need to do as it is not clear.

 

Thank you.

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sophist
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Re: Broadband Connection - WIFI

Open a web browser, and in the address bar enter http://192.168.0.1 (or just click <--that link)

That will open up the hubs management interface.

Don't put the password in - look for a link on the page that reads "Router Status"- click this link. This will open up a new page with a set of tabs at teh top labelled Upstream, Downstream and Network log.. click on the downstream tab, then select the table(s) and hit CTRL+C then paste the output (CTRL+V) into a reply on this thread.. then rinse/repeat for the Upstream and Network Log tabs.

NB, if you have a Hub4 then you will need to log into the hub and browse to Advanced -> router status.. any other hub and you won't need to log in first to get to the data.

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