Virgin Media Community

[Robp282]

I got VM WiFi for the speeds whilst gaming. However it will not let me connect to online servers to play when using my laptop and drops connection as soon as I start a game.

I had no issues with my last provider.

I connected using the hotspot on my phone and it worked fine. So it isn't an issue with my kit. 

Any advice.

[Tudor]

Use an Ethernet cable.

[Client62]

The latency and jitter of WiFi is not going to help for games.

For the server connection problem, check that Child Safe (content filtering) is disabled in the Virgin Media account.

[Robp282]

I've tried with the ethernet cable, still have the same issue.

The child safe option is off, no change.

[Carley_S]

Hi @Robp282 

Welcome  back to the community forums. 

Sorry to hear you;re having issues with you broadband at this time. I have checked at our side and can see that your power levels are out of spec. We'll need an engineer to come and investigate to resolve this for you. 
Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon.

[Carley_S]

Thanks so much for your private message @Robp282 I have now booked you a visit for your power level issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.