For the last 4-5 weeks we have been having issues with intermittent broadband drops throughout the day - mostly between 10am and 6-7pm. For the most part, it's rock-solid during the evenings and the night. Sometimes it drops for 10-15mins other times it's a few hours. The 'Check service status' shows no faults in the area.
I run the hub in modem mode connected to an ASUS AC68. When the connection drops we get flashing green arrows on the modem.
It's very frustrating as my partner is working from home and cannot rely on the connection for zoom calls etc and has to resort to constantly hotspoting her phone.
I have set up the BQM a couple of days ago so hopefully, you can see what I'm talking about:
VM will need to book an engineer - you have 2 options:
1: Wait here for a forum rep - can take a couple of days 2:You could call it in as a fault on 150 (or 0345 454 1111) It'll ask you to reboot the hub (as you already have done - don't) You will then be cut off Wait a couple of minutes Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!
What are normally the causes of that? Is it faulty hub, wiring, sth else? Is it possible for a coax cable connector to cause this? Asking as I have swapped the connector on my cable to an L- shaped one since my virgin wall socket is right behind a sofa. Could that be the culprit? Or is it something outside of my home?
I only swapped out the connector as we had an 'accident' when moving a sofa around and snapped the cable clean off so I fixed it using a connector I had lying around. The broadband issues didn't start till at least 3 weeks after I have done that so initially it didn't even occur to me it could be related.
I have now ordered some Cablecon 3.9 connectors and will restore the cable to its original state and hopefully that will rectify the problem. 🤞
A VM engineer should be remaking the cables for you as you are not allowed to work on any of the co-ax cables. It would be a £99 non fault call out fee. They will also check the power levels and adjust at the cabinet if necessary.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
Thank you for reaching out to us in our community and welcome, sorry to hear you have been having issues with your services after fixing a damaged connector yourself, I have been able to locate your account and can see you have spoken to us and we advised possible noise and that you need to check all your connections.
How are things now, if you are still facing the same issues and it is because of the connector we would need to arrange a technician.