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Endless WiFi and Internet problems

dorrpark22
On our wavelength

I switched to virgin 12 months ago. I have had endless WiFi and Internet problems. We had an engineer out and he blamed it on the hub and swapped it out. We still had problems, I thought maybe it's the house. But I moved house and problems still the same. I look at other people complaining on here and its obvious to me there is a problem with virgin. I have tried all the reset procedures, pins, Hub swap outs, customer service calls. I only have a 4 months remaining on the contract but really feel I have had no help in fixing the issue and will move to another provider at the end of this hopeless broadband service. If you can fix between now and then I may be able to change my mind. Thanks

1 ACCEPTED SOLUTION

Accepted Solutions

Apart from a few post RS errors all looks good to me. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

See where this Helpful Answer was posted

27 REPLIES 27

jbrennand
Very Insightful Person
Very Insightful Person

Can you do the procedure below... with the data - folks on here may be able to identify where the the issues lay and if and how they might be fixed.

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. 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

 


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John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Ashleigh_C
Forum Team
Forum Team

Hi there @dorrpark22 

Thank you so much for your post and welcome to the community forums it's great to have you here.

I am so sorry that you have faced issues with your service and thank you to jbrennand for their advise on this so far. 

Are you able to try the steps they have recommended? 

Welcome back!
Sign in to view or modify your Hub 3.0 settings.
PasswordShow
 


 
 
 
Router status

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13870000006.540256 qam32
22030000006.440256 qam9
3211000000640256 qam10
42190000006.340256 qam11
5227000000640256 qam12
62350000005.640256 qam13
72430000005.540256 qam14
82510000005.440256 qam15
9259000000540256 qam16
102670000004.340256 qam17
11275000000440256 qam18
12283000000540256 qam19
132910000005.640256 qam20
142990000005.940256 qam21
15307000000640256 qam22
163150000005.940256 qam23
173230000006.140256 qam24
183310000006.540256 qam25
19339000000640256 qam26
203470000006.340256 qam27
213550000006.440256 qam28
223630000006.640256 qam29
233710000006.840256 qam30
243790000006.140256 qam31


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.31220
2Locked40.9490
3Locked40.9220
4Locked40.9310
5Locked40.9370
6Locked40.3250
7Locked40.3140
8Locked40.3100
9Locked40.3230
10Locked40.3460
11Locked40.9320
12Locked40.3490
13Locked40.32810
14Locked40.9420
15Locked40.3350
16Locked40.3450
17Locked40.3500
18Locked40.3490
19Locked40.3550
20Locked40.3820
21Locked40.3960
22Locked40.3840
23Locked40.3920
24Locked40.31460

Router status

Status

Downstream

Upstream

Configuration

Network Log

Refresh data

Upstream bonded channels

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

1 43099974 43.5 5120 64 qam 2

2 23599966 43 5120 64 qam 5

3 30100009 43.5 5120 64 qam 4

4 36599974 45 5120 64 qam 3

5 49600034 45 5120 64 qam 1

 

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 0 0

2 ATDMA 0 0 0 0

3 ATDMA 0 0 1 0

4 ATDMA 0 0 0 0

5 ATDMA 0 0 0 0

Apart from a few post RS errors all looks good to me. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

jb66
Very Insightful Person
Very Insightful Person

Virgins broadband is actually not too bad, its the hub3 that ruins it.  If you get your own router it will probably fix your issues

Yes I do have this running.

Screenshot_20231028_162606_Chrome.jpg

 graph doesn't look nice....!

 

jbrennand
Very Insightful Person
Very Insightful Person

Stats look ok - Lets see your BQM as soon as.

And....  You havent said ...

Are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?


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John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.