High latency - is this reason for the drops in connection and slow speed?

[neoanderson]

Not sure if I'm having drops due to latency around 19-21, or something else?

my virgin signal isn't greatnot sure why this happens

[neoanderson]

Oh I see. The 809 must be from a few houses away as my neighbours have all switched to CityFibre or Grain broadband. 772 is my home wifi. Where the signal goes from white to grey. I suppose this could be why my internet drops

[neoanderson]

 as suggested got the SamKnows app. I suppose if I invested in a new router and drop the pods and hub 5 then virgin will shift any internet issues to me for using my own equipment 

[neoanderson]

I'm not sure if the latency is any better. cat 6 cable

this is on a wired connection

[neoanderson]

I've tried the Samknows dashboard, and the Virgin Connect app as the speed is so slow under 20MB. Do you think it's the Hub 5 or the pods (white flashing lights)? 

[neoanderson]

 

This happens when trying to measure wifi in rooms and I get this as the speed is only a few MB! Can you update my account with this information. I’m not able to work from home.  

[Carley_S]

Hi @neoanderson 

Thanks for providing other screenshots. 

When positioning the WiFi pods, ensure that these are in an open well-ventilated area, plugged into a mains socket and away from any other devices that may also broadcast or use a frequency such as home assist devices, Bluetooth and devices like baby monitors. 

The pods will also need to be in an area with a good signal, so somewhere between the router and the area that needs the boost that still has a strong signal, as we can see we aren't able to run checks on the pods at this time as showing as offline. 

[neoanderson]

One is in the hallway, with no other devices nearby. The 2nd one is upstairs, and the 3rd one is in between the router and 1st router. Two are showing offline. As per the screenshot, the connect app is showing something went wrong. This usually happens when the speed drops to below 20MB. How do I get this noted on my account? As the most annoying part is I disappear for 20 minutes in the middle of a Teams meeting. It's hard to explain. The only thing that does work is my mobile and the other devices are offline. It might be okay on your end, but this is very frustrating. I've also got the SamKnows app and again you can see the speed has dropped to below, next to nothing. I'm not confident buying a new router will help. As you'd expect the Hub 5 more than up to the job. 

[Alex_RM]

Hi neoanderson,

So I can get a few more details from you, I've popped you over a private message.

Alex_Rm

[neoanderson]

Did you get it’s dd date?  Are the latency and download figures supposed to be the same? These things happen at random times. Otherwise, the internet works.

[Vikki_M]

Hi neoanderson,

We can see you're in a private message conversation with a member of the team here.

If you have any questions, please respond there and we can help :).

Thank you.