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Broadband issues

Hello, 

I am hoping that someone will be able to assist me, we have been virgin media customers for nearly 10 years, the WiFi signal has been pretty consistent since we joined, however for the last 6 months we have been struggling getting a decent signal, (I have added a BQM to show this) the only device we have wired is my PS4, it struggles doing any updates.

The cable on the driveway is also above ground and we have reported this before but have had no one assist us. 

I have include picture of both the BQM from the 1st/2nd of November and also the picture of the cable (it was dark sorry its not the best quality) 

Kind Regards,

Sam BQMBQMCableCable

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Alessandro Volta
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Message 2 of 11
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Re: Broadband issues

Post a 'Live 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. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

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

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

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: Broadband issues

What is your contracted speed ?

Which Hub do you have ?

What is your connection like using a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

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

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

My Broadband Ping - Mike Robbo
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Message 4 of 11
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Re: Broadband issues

Good morning, 

 

Thank you for your help, 

here is the live BQM link 

I will have to log into the router when I return from work. 

Kind regards 

Sam 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/da4d6f56a9a851512f75bda49514731954...

 

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Message 5 of 11
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Re: Broadband issues

Sorry, 

 

Just to add further, 100M and we have the hub3 

 

Kind regards 

Sam

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Message 6 of 11
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Re: Broadband issues

Hello,

Sorry to pester, Is anyone able to assist me with these issues?

Kind regards,
Sam
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Alessandro Volta
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Message 7 of 11
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Re: Broadband issues

Forum reps can take a week or so to respond

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If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Message 8 of 11
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Re: Broadband issues

Thank you for letting me know
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Message 9 of 11
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Re: Broadband issues

Thanks for reaching out Edgeworth11

Sorry to hear, you're having issues with your connection and internet quality.  I'd like to take a closer look on your behalf. To enable me to do so, I am going to send you a private message. Please look out for the purple envelope in the top right of the screen.

Regards

 

Lee_R

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Message 10 of 11
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Re: Broadband issues

@lee_R 

Hello Lee, 

The Engineer did visit this past weekend, he changed the power cable (yes 100% the power cable) and said that will fix the issues. 

As you can see via the latest BQM it has made 0 difference at all. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/da4d6f56a9a851512f75bda49514731954...

 

 

Please can you let me know how I can processed? 

 

Kind Regard 

Sam 

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