We are long time customers and have always raved about the broadband service we get from Virgin.. As with most people I've been working from home the last 16 months, and my son has been home-schooling year 11 and it has been great..
But this last month has almost broken me.. Every day we lose Internet for anything from 10 sec to 25 mins - completely random.. reboot the router may resolve it for an hour, but then its off again.. I only use ethernet as have a Meraki AP from work for wi-fi and that is rock solid..
My wife tells me that our neighbours in the street have also been having issues and have logged tickets with Virgin. When I call the helpline I get a message saying that they are working to resolve the issue, but that it is a difficult one and is taking longer..
But how much longer do you need?? It's been over a month that I am aware of..
I'll post the hub status logs in a message below..
Some downstream power levels are too high and some upstream are on the wrong QAM levels. Call 150 and see if there is any work in your area, if not call customer services as you will need a technician to correct those power levels.
Tudor There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
When I have recently called Virgin I get an auto message saying there are problems in our area that they are trying to resolve that are complex and so are taking longer than expected..
But really, this has gone on for weeks and weeks!
I will call them again and try to arrange an engineer to visit..
I've also setup a BQM at ThinkBroadband monitoring my IP address, it's only been since last night so not really really enough time to get a picture, but we will see how it goes. Of course since I've done this the broadband hasn't blipped once to my knowledge..
Thank you for making your first post regarding the intermittent broadband you are experiencing, I am really sorry to hear that this issue has been on going for so long.
I have taken a look at your account and can confirm that unfortunately your broadband is currently affected by an SNR outage. Our engineers are working on the issue. The estimated fix time is 15:00 on 12th July 2021.
Apologies for the disruption to your service, please do let me know how things are working for you after 12th July.