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Stephen1961
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Can't get an engineer

Hi, I have Virgin 500 Mbps broadband with a Hub 3. I have been having serious issues over the last 4 weeks with my Wi-Fi The speed around most of the house is extremely slow but the main issue I have is that there is no connection at all on daily basis in other rooms in the house, apart form the room that the hub is in. This is particularly difficult at the moment with home working etc. I am currently rebooting the hub on 2 or 3 occasions a day which fixes the issue temporarily but the problem occurs again after a few hours. It's nothing to do with the my house or where the Hub is situated. I have not experienced issues when my Virgin broadband speed was a fraction of the speed that I am supposed to have now. This happened a few years back and an Engineer identified a problem with the Hub (which was replaced) and another issue outside which was fixed.. I know that I need to make an engineers appointment but the issue is that I can't get one. When I phone Virgin I just get an automated message that takes me through some checks which concludes that there is an issue and I need to reboot. There are no other options being offered. Would anyone have any ideas on how to book an appointment please? Many thanks.

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jbrennand
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Re: Can't get an engineer

Lets see the connectionn data

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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