Menu
Reply
mcl73
  • 1
  • 0
  • 0
Joining in
113 Views
Message 1 of 4
Flag for a moderator

Connectivity fluctuating wildly and dipping out altogether

I have been on Virgin Media for about a month having switched from EE as they were the only superfast provider in the area. I am beginning to regret it.  At its best, the connection is fast.  But it isn't at its best very often.  It regularly dips below 10mbps on download and will cut out altogether at times.  I have tested all rooms around the house and the signal is strong.  Have rebooted, factory reset etc. A reboot will often solve the issue but it doesn't hold and I am having to reset the box at least once per day.  It is useless on Teams and Zoom to keep having these fluctuations.  I am running a large business from home and this is not a good advert for VM to my colleagues.  I have followed all the help lines and am still trying to get through to speak to a human being!

Here is a printout of my speedchecks to give a sense of the issue.

Screenshot 2021-01-16 at 12.56.09.png

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
110 Views
Message 2 of 4
Flag for a moderator

Re: Connectivity fluctuating wildly and dipping out altogether

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
109 Views
Message 3 of 4
Flag for a moderator

Re: Connectivity fluctuating wildly and dipping out altogether

A bit more information is required, please post the following ...

Please do this before posting the Hub Data

If possible 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.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
107 Views
Message 4 of 4
Flag for a moderator

Re: Connectivity fluctuating wildly and dipping out altogether

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 Advanced Settings > Tools > Network Status.

Please do not use screen shots.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply