Virgin Media Community

[Valdore]

Hi,

I currently have a 200mb connection with Virgin, using a Hub 3 and three pods (one currently disconnected).

Ver the past several months, the WiFi performance has been inconsistent at best. My partner is routinely turning her WiFi off and using her Volt data instead, leading to her maxing out her data mid-month, and we routinely have various smart home devices disconnecting, and/or issues with streaming video, either quality reduction or sometimes they just won’t stream full stop. My phone even connects to other local Virgin Media hotspots over our own network sometimes.

The most concerning aspect is that frequently the WiFi signal is sat at either 2/3 bars or 3 bars when we have problems.

I have several devices connected via Ethernet, which I have not noticed any issues on.

Previous conversations with Support have involved restarting the router (not helpful), playing with channel optimisation (I forget what we actually did), and so far nothing has helped.

Is anybody able to assist?

[Megan_L]

Hi Valdore 👋

Thanks for using the forums to get this issue with your broadband services looked into, I am sorry if this has been causing some frustration. 

I have already looked into this on my side and found some stats on your area's network that were out of spec and I have raised an outage ticket for today. 

This means the networks fault team will look into your area's SNR stats and resolve the issue that I've detected, it may take them 24-48 hours to look into it fully; so keep an eye on the service status for any updates. 

Feel free to ask ourselves for an update too if you want to 🧐🛠

Thanks,

Megan_L

[Valdore]

Thank you for looking into this Megan, unfortunately the performance we’re getting is still not great. My partner is still routinely dropping off the WiFi to get internet access, same for me. I’m trying to catch a Speedtest when it happens, but not having much luck. Equally, it is unlikely to show anything useful if the internet isn’t working at the time!

[Valdore]

 Not sure if any of these details from the router will help. I did look in the network logs, but nothing showing at the most recent time that it happened.

 

 

 

[Adduxi · Accepted solution]

Downstream power is too high and the Upstream is too low. The QAM on the Upstream also should all be 64. VM will need to resolve this. 

[Valdore]

 

[David_Bn]

Good Afternoon @Valdore, thanks for coming back to the thread and we'll arrange for this to be looked into for you.

I'll need to take a few details from you, and therefore need you to check the purple envelope in the top right hand corner for a private message from me.

Kindest regards,

David_Bn

[David_Bn]

Thanks for coming back to me over private message @Valdore, I've been able to book in an engineer appointment for you. 

For details of the time and date of the appointment, and 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.

Furthermore, I'd need to advise that;

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.

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.

Please ensure there is someone over the age of 18 present at the time of the visit.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Kindest regards,

David_Bn

[Valdore]

 This is starting to get ludicrous now. Your engineer was here yesterday evening, very helpful chap, and quite knowledgeable too!

He changed our socket on the cab, changed the connectors on the outside wall, confirmed the internal setup was all good, switched out the router anyway.

About two hours after he left, we were watching TV in the lounge (the Apple TV is no more than 1 metre away from the router), and the film just stopped playing, speed test from the same room as the router below:

So, this morning, I’ve done a full house scan via Virgin Connect, as well as a couple speed tests. WiFi is showing good signal in all rooms except two that showed as fair (one of which is the kitchen, literally one wall away from the router).

Next to the router I was getting a good 274Mbps, yet the highest in any other room was 90Mbps (directly above the router), the lowest I saw was 15Mbps with the average across the house (including the lounge, where the router is at 274Mbps) was a massive 63Mbps.

 

The upstream and downstream values from this morning in case they are helpful:

Please can we get something new to try. The fact that the speeds drop to a quarter at best (downstairs hallway) when I’m no more than 5 metres and a walk away from the router (and in the same room as a working pod) is utterly ridiculous.

 

[FreeAura]

Good luck trying to even get this resolved. I've had terrible packet loss on my wired and wireless connections since November. Ever since then, I've been promised SNR fault fix dates since then. To no surprise, I'm still having issues. Switched to TalkTalk and waiting for the install date to cancel.

Even when complaining they can't get anything right, official complaints team told me nothing was wrong with my service, even after my multiple threads and forum staff telling me a fix date for an issue in my area.