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Andrewcowan
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Message 1 of 10
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Interference

Been in contact with @virginmedia the past 2 weeks about and today about internet interference in the house to be told to wait after 24 hours after they booster the line into the house. Photo 1 is back in March and photo 2 is today.

128C8AF1-BF88-45C5-8FD0-A7F6A8361016.png

7427E7AB-0B1D-4BCE-9539-282D2979DCBB.png

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Andrew-G
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Message 2 of 10
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Re: Interference

You were told by customer services they were "boosting the line into the house"?  All they can do as far as I'm aware is remote kick up the Arris for the hub*, which prompts the hub to renegotiate its connection.  As a quick fix that often works, but unless any underlying hardware issue is fixed then it is a waste of time.

If you've tried the usual of restarts, resets, checking cable connections, and the problem has been going on for a while and still continues, then connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts. 

 

* The hub is made by a company called Arris, I wasn't being uncouth, oh no sir, I'm not like that.

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jpeg1
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Message 3 of 10
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Re: Interference

It appears from the screen images that those speed tests were done over a WiFi connection. If so the speed is not guaranteed and will always vary according to a number of local factors. One of them could indeed be interference from a neighbour's WiFi.  Have you tried changing channels?

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Andrewcowan
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Re: Interference

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000002.538256 qam25
2203000000237256 qam9
3211000000237256 qam10
4219000000237256 qam11
52270000001.537256 qam12
62350000001.537256 qam13
72430000000.737256 qam14
82510000001.737256 qam15
92590000000.737256 qam16
102670000001.737256 qam17
112750000000.437256 qam18
12283000000238256 qam19
132910000000.738256 qam20
142990000002.438256 qam21
153070000000.537256 qam22
163150000002.238256 qam23
17323000000138256 qam24
183390000001.438256 qam26
193470000002.238256 qam27
203550000001.538256 qam28
21363000000238256 qam29
223710000001.538256 qam30
233790000001.538256 qam31
243870000001.438256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.600
2Locked37.660
3Locked37.670
4Locked37.650
5Locked37.610
6Locked37.360
7Locked37.610
8Locked37.300
9Locked37.300
10Locked37.610
11Locked37.610
12Locked38.600
13Locked38.610
14Locked38.600
15Locked37.610
16Locked38.600
17Locked38.600
18Locked38.600
19Locked38.650
20Locked38.900
21Locked38.630
22Locked38.660
23Locked38.640
24Locked38.630
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Andrewcowan
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Message 5 of 10
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Re: Interference

virgin confirmed it wasin my house 

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jpeg1
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Re: Interference

According to the figures you have just posted your broadband connection is working well.

You may wish to follow the advice links on improving WiFi in your house.

https://community.virginmedia.com/t5/Helping-Hands/bg-p/Helping_Hands/label-name/broadband

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Andrewcowan
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Message 7 of 10
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Re: Interference

Thanks for all the information, unfortunately we are completely unable to move our router , hasn’t moved since it was installed. We are probably gonna look at getting it moved 

 

 

 

 

 

 

 to

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nodrogd
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Message 8 of 10
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Re: Interference


@Andrewcowan wrote:

Thanks for all the information, unfortunately we are completely unable to move our router , hasn’t moved since it was installed. We are probably gonna look at getting it moved 


The thing with this method is that Virgin will have to lengthen the specialised coax & possibly change the signal levels to move it. A callout to move kit is not classed as a fault callout so will put you back £99 for something that may not solve the issue. Look at boosters or a mesh system, or even using a third party router that will work far better than the basic VM kit.

VM BB TV Landline PAYG mobile. Freeview/Freesat HD, Tesco Mobile. Customer since 1993

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legacy1
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Message 9 of 10
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Re: Interference

Go get your own wireless router with 1Gb ports and use the hub in modem mode.

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Steven_L
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Message 10 of 10
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Re: Interference

Hey @Andrewcowan,

 

Welcome to the community and thanks for getting in touch with us here.

 

We can arrange for your hub to be moved but as the members have said that it there will be a call out charge of £99 for the team to do this.

 

Would you like me to arrange this for you?

 

Regards,

Steven_L

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