I have been having intermittent problems with frequent broadband dropouts that have been getting worse (longer and more frequent) over the past two weeks. Today they are nearly constant, with the router changing from flashing green internet and wifi lights to flashing white, stabilising and reconnecting for a while (between 5-10 mins), then dropping again. A call to VM said there was a problem in the area which is apparently now fixed but the router problems continue.
I have rebooted the router (super hub 3), but this had no effect.
I managed to get into the router while the connection was working to download the status logs if it would be helpful to see these.
As I'm working from home this is enormously frustrating. Any help appreciated.
How are you connecting your device, Wi-Fi or ethernet cable ?
It can be difficult diagnosing problems without some basic information.
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
Go round all the accessible co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some troubleshooting; to start with …
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.
Post a link to your BQM on here.
Instructions for posting BQM 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.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.
Your Downstream Power Levels are far too high (Max 10.0dBmV) and your Upstream QAMs are too low (Should be 64 QAM).
If the connections are OK you will need an engineer to put things right.
You can contact VM to report the problem using ...
Text service on 07533051809
150 from Virgin landline.
0345 454 1111 from any other UK phone.
The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.
Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.
Sorry for the connection problems you've been having recently. I wasn't able to help using your forum details alone on this occasion - so will get in touch via PM to confirm a few details and hope to hear back from you soon.