Forum Discussion

n_glover's avatar
n_glover
Joining in
3 years ago

Can virgin help with relocating my router into a different room

Hey all, I am wondering if it is possible to move my router into a different room in my house to get a better signal everywhere in the house and to also get ethernet into my son's gaming room so he ...
Matthew_ML's avatar
Matthew_ML
Icon for Forum Team rankForum Team
3 years ago

Hey n_glover, thank you for reaching out and I am sorry to see you are having some signal issues.

We can get this organised for you however it would be a one off charge of £25.

Have you considered WIFI pods, they may help your signal issues and depending what package you are on they could be free. Thanks 

n_glover's avatar
n_glover
Joining in
3 years ago
Okay, I would like arrange it then. I want to move the router into a bedroom on the second floor around the back of the house and next Wednesday in the morning would be the ideal time if that is something you can do. I already have WIFI pods but they are not reliable for gaming causing packet loss and such.

Thanks for your help
  • Adri_G's avatar
    Adri_G
    Forum Team (Retired)
    3 years ago

    Hey n_glover thanks for your posts and replies. 

    We'd love to help out with the hub relocation, I will message you here privately so we can process this together.
    Please check the top-right corner of our forum and you should see a purple envelope. 
    Click this and you'll see my message.

  • n_glover's avatar
    n_glover
    Joining in
    2 years ago

    After thinking about it further I would like to move my hub to a bedroom and I am okay to fay the fee to do this. Please Private Message me so you can arrange an appointment

  • n_glover's avatar
    n_glover
    Joining in
    2 years ago
    I would like to arrange a hub relocation to a bedroom and I am okay with paying the fee to do this. I want to move it to a bedroom upstairs so would it be a hard task to move it and will they need to drill holes? Please let me know ASAP as I want to get this done as soon as possible.
     
    Thanks, Nel.
  • Nathan_B's avatar
    Nathan_B
    Icon for Forum Team rankForum Team
    2 years ago

    Thanks for coming back to us to let us know you would like to have this arranged n_glover.

    I'll send you a PM to confirm your details so this can be arranged 😊

    Regards

    Nathan

  • n_glover's avatar
    n_glover
    Joining in
    2 years ago

    They came 30 mins late which is fine. They used an existing cable on our building that is old but they tested and said it should work. But after they left and relocated the hub, The hub worked at first but now shows a Red Power LED. I tried resetting and restarting it but the Red LED persist. I am still getting internet but not as fast.

    After checking the hub settings, it says Internet (Partial Service (US+DS))

  • n_glover's avatar
    n_glover
    Joining in
    2 years ago

    Cable Modem StatusItem Status Comments

    Acquired Downstream Channel (Hz)
    331000000
    Locked
    Ranged Upstream Channel (Hz)
    49600263
    Locked
    Provisioning State
    Online

     

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

    13310000009.538256 qam25

     

    Downstream bonded channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

    1Locked38.97

    0

    Upstream bonded channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

    14960026342.3512064 qam1

    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0000

    Network Log

    Time Priority Description

    06/07/2023 19:45:2criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 19:44:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 19:41:38criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 19:41:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 19:41:5Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 19:29:2criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 19:26:48Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 19:26:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 19:26:42Warning!Touchstone Thermal Event: Temperature Exceeded - Device Entering Tier1 HOT Protection Mode ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 18:07:47criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 18:06:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 18:06:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 18:06:0Warning!Touchstone Thermal Event: Temperature Exceeded - Device Entering Tier1 HOT Protection Mode ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 17:35:1criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 17:33:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 17:32:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 17:32:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 17:32:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 17:32:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2023 17:32:50Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;