on 08-07-2021 18:06
Since the beginning of 2021 my broadband connection has been very unreliable. Some days it can drop 5-10 times for varying times and then come back to life for a while. It might be fine for a couple of weeks before deteriorating again.
I use an iMac with both an ethernet cable and WiFi connection, but that makes no difference. Turning off the WiFi during a down period usually prompts a 'no internet connection' alert, although the ethernet cable remains connected.
Any suggestions please?
Answered! Go to Answer
on 09-07-2021 06:47
on 08-07-2021 19:59
Others will (hopefully) shortly be along to advise on pulling the log & config data from your router and posting it up for checking, but...
Do you have a BQM running? If not, please set one up - takes all of 5 minutes and monitors your connection 24/7, providing excellent diagnosis of connection issues.
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on 09-07-2021 06:47
on 12-07-2021 12:20
Hi SW20,
Thanks for posting on the Community Forums.
I am sorry to hear that you've been experiencing some issues with your broadband connection since the start of this year now, I can certainly appreciate how frustrating that must be.
I've been able to locate your account and can't see any issues with your connection specifically, however I appreciate you've mentioned that the issue is intermittent. I can see that you haven't rebooted in around two weeks, can you please reboot the hub and also perform a factory reset and let us know once you've done that? I'll then check your specs again for you 🙂
Thanks
Beth
16-07-2021 09:18 - edited 16-07-2021 09:26
https://www.thinkbroadband.com/broadband/monitoring/quality/share/813751def5106f4d53b313c181dc050d939f050b-16-07-2021
Many thanks for your responses. I set up a BQM last week, hence the above.
As suggested by Beth, I performed a factory reset on the hub shortly after 8am today (16 July).
I don't understand the data provided by the BQM, but I'm now wondering if the problem is Mac related rather than broadband. Following the factory reset I initially had broadband (ethernet and WiFi connected), then it dropped for about 5 minutes and came back again.
on 16-07-2021 15:35
Hi SW20,
Thanks for coming back to us with further evidence to show your internet connection is intermittent.
I had another peek at your services and I identified a connectivity issue that would cause performance related issues with your connection, like you have been experiencing. This issue is impacting at least 25% of the customers in the vicinity.
We've automatically raised the issue to our network teams who will investigate and fix the fault in your area.
We have no estimated fix date as of yet as it's only just been identified, but please come back to us whenever you want an update.
Sorry for the inconvenience and frustration this might be causing!
Thanks,
Megan_L
on 16-07-2021 16:12
Thanks Megan, that's very useful to know the help is on the way!
on 16-07-2021 16:16
You're very welcome SW20 🙂
Again, if you do want any updates please just come to us and we'll be happy to help.
Just for future issues with your services and for any other users that are looking at this thread for help, I have a few links below that might help with general issues -
Thanks so much for your patience!
Megan_L
on 22-07-2021 16:04
An update would be useful please, because this ongoing problem is playing havoc with my work commitments. For the sake of my sanity it would be good to know that it will soon be sorted!
on 22-07-2021 16:13