Connection dropping

[lesleyae]

Got Virgin set up last Saturday by an engineer. What I am finding is I keep losing the connection upstairs. It shows signal fair but I can't browse or do anything, it times out and says no internet connection. It will be off for a few minutes and then come back again. It happens a couple of times an hour.

Unsure if this happens downstairs as I'm not on my phone all the time but I notice it when chilling out upstairs like before bed. When it comes back it gives me a download speed of around 127 up here so it's not that the router doesn't reach, I don't have a large house.

I reset the router today but that's not made any difference. 

Can anyone help as it's very frustrating.

[jbrennand]

See this older post for info....

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Do you know if its a wifi only issue?   That is ... are ethernet connected devices ok?,   If you dont know can you test on one.  If it is wifi only then to address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - if you are - it is clearly stated on the webpage.

You can also text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all

If not free to you… you will be charged £8/month for up to 3 pods. It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point(s), (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.

[lesleyae]

Hello John 

Thanks for this. The V box is connected to the hub via ethernet but that's about it. What I am finding now though is that it's everywhere, not just upstairs. I'm sat about 2m from the Hub and have been on a Teams call that kept going funny and now after calling them again it has got worse! 

I get these when trying to test on the app.

 

when I call I just get fobbed off with them resetting it and telling me it should be okay in 48 hours which isn't going to happen 

I do a speedy check and it's great and the light on the hub stays solid and the same whether it's dropping out or not 

[jbrennand]

Ignore CS for now.

You havent actually said.... but are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables?

As you only have a V6 connected - can you test that on a laptop/computer/phone/console connected on a cable - this  help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

Different solutions are needed for those two.  Its likely to be just a wifi issue - but we dont know so -

We can look at the connection quality if you follow this...

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Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “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”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality