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Broadband keeps dropping out

The engineers having been doing work at the substation (or somewhere in the SP2 area) for the past 2 days services have been off or intermittent. i received an update saying everything is fine and dandy but its not. My wired connection drops out every minute or so. Getting in contact with Virgin Media is close to impossible!! Any help appreciated as WFH is currently a nightmare

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Message 2 of 41
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Re: Broadband keeps dropping out

Plus they are now saying that i have too many devices - well it was working perfectly before they did this work!!!
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Alessandro Volta
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Message 3 of 41
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Re: Broadband keeps dropping out

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 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 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 keeps dropping out

Have you rebooted the hub since the works completed?

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Message 5 of 41
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Re: Broadband keeps dropping out

Yep rebooted hub. Still intermittent! Plus my neighbour and father who lives 4 doors away are all having the same problem
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Message 6 of 41
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Re: Broadband keeps dropping out

Thanks for this - but got stuck here - i can see and copy the direct link but i dont know what the next instruction is referring to:

On here click the Link icon (2 links chain to the left of the camera icon)
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Alessandro Volta
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Re: Broadband keeps dropping out

I take it you are using the Quick Reply rather than Reply ?

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

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 8 of 41
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Re: Broadband keeps dropping out

im not getting the service status like you said

Screenshot 2020-10-27 at 18.43.13.png

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Message 9 of 41
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Re: Broadband keeps dropping out

Screenshot 2020-10-29 at 22.13.17.pngwhat does this say

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Message 10 of 41
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Re: Broadband keeps dropping out

Sorry - I'm new to all this so please bear with me. Yes that was a quick reply (ironically it isn't as it's now Thursday)

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