Can virgin help with relocating my router into a different room

[n_glover]

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 can play with no packet loss. Is this something virgin can help with? I would want to relocate it from my living room into one of the bedrooms. A simple solution would be to run ethernet outside the house but I've got some quotes for it and it seems to expensive so maybe through virgin it might be easier?

[Beth_G]

Hi Zoe6389,

Thanks for your post, sorry for the delay getting back to you.

Are you currently having issues with the connection or have things improved since?

Let us know if we can assist at all 😊

[zoe6389]

Hi 

it’s still not as good as it was when he could use a Ethernet cable 

[jem101]

---

@zoe6389 wrote:

Hi 

it’s still not as good as it was when he could use a Ethernet cable 

---

Zoe.

Yes VM can move the hub to a better location, ie, your son's bedroom at a cost of £25 and hence allow him to connect via a cable, which is always, always a better experience than using WiFi. The thing to consider though is this, if the Hub were to be moved, it would (probably) mean a worse WiFi performance in the room it is currently in? How much is completely impossible to say, unfortunately, until it happens, might this be a problem?

So that's one alternative, another is to simply purchase (Amazon?) a long enough ethernet cable, and run it between the hub's current location and your son's room. Yes, I know, it'll look as ugly as sin, trailed through your house, thorough doorways etc, so it might not be realistic.

Your call really.

John

[Daniel_Et]

Hi @zoe6389 👋 Thank you for your post 😀

Taking into account the excellent advice provided by @jem101 - thank you for that - have you had any more thoughts on how you would like to move forward with this?

Please pop back to us at your earliest convenience and we'll do our very best to help.

Regards,
Daniel

[n_glover]

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]

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]

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]

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]

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

1

331000000

9.5

38

256 qam

25

Downstream bonded channels

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

1

Locked

38.9

7

0

Upstream bonded channels

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

1

49600263

42.3

5120

64 qam

1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

Network Log

Time Priority Description

06/07/2023 19:45:2	critical	Received 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 19:44:3	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 19:41:38	critical	Received 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 19:41:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 19:41:5	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 19:29:2	critical	Received 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 19:26:48	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 19:26:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 19:26:42	Warning!	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 18:07:47	critical	Received 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 18:06:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 18:06:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 18:06:0	Warning!	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 17:35:1	critical	Received 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 17:33:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 17:32:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 17:32:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 17:32:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 17:32:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 17:32:50	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[aamiryaseen]

Hi Matt,

I'm virgin media small business customer. I have internet connection through Virgin Media. I need to move Wifi router location in my house. How can I get appointment for this service? and how much it it will cost me?

Cheers,
Aamir