I am in South Leeds, area reference 22. 100MB connection and using a Superhub 2ac or WiFi.
On Friday morning I noticed drop outs for my connection. This lasted about an hour and then resolved. I noticed the same on Saturday morning, I powered off the Superhub and it seemed to resolve. Monday afternoon the issue was back and persisted all evening, sometimes dropping out entirely and sometimes running OK.
I ran the connection tests on the Virgin Media website which found no problems. I powered the hub off for 60 seconds and restarted. I vaccumed the hub location and the unit itself. I checked the cables from the wall and the router and there seems to be no problems. I ordered a Superhub 3 to see if that would have an effect, that will arrive on Friday and I am guessing that it should be better than the one I have been using. The one I have now has been on constantly for probably near ten years.
I have been working from home this morning and the connection has been terrible. I am seeing 80% packet loss.
I would appreciate any advice. I will be working from home again on Thursday so would like to get this working reliably again.
The connection sorted itself out and worked fine all Tuesday afternoon and evening. Worked fine this morning, when I got back home this afternoon it was working fine - watching a Tennis match. Then about 16:20 it started again, dropping connection every 10 seconds.
I looked back though my forum posts and saw that I had a similar issue back in 2018 which resolved itself somehow. I had also uploaded my Upstream/Downstream stats and I saw that back in 2018 my Downstream was even higher than it is now. So, the router has been working more or less fine with those stats for the last 3 years with only occasional total service drop outs.
I should receive a Hub3 on Friday - I am wondering if that device will be more tolerant of these power levels or would it be wise to just book an engineer visit. Myself, I am not convinced this is the issue - to me it feels more like a congestion issue on my local ring.
So, I phoned 789 and received an automated message that there are known issues in my area. Weirdly there is no mention of this on the VM service status page - odd as this has been happening since at least Friday.
I'll look forward to the discount on my next bill - oh wait 😄
The web and the phone number look at different 'areas of concern' I believe the phone number is the more granular whereas the web service is more broad - You're more likely to see issues on the phone number than the web!
Welcome back to our Community Forum. Thank you for your post and I'm sorry to hear that you're experiencing some connection issues.
Have you been able to run some equipment tests via our Service Status page? What was the results?
I was able to locate your account and I run some further tests. I can see that you're experiencing some upstream and downstream issues. A technician will have to be booked to look into this issue for you and resolve this.
Before I can book the appointment, I will have to confirm a few details with you over Private Message. Please keep an eye our for a purple envelope at the top right corner of your forum page.
As for the connection - it has been fine since Wednesday evening. When I phoned 789 I selected the option to receive messages to keep me informed of work being done on my line but haven't recieved anything yet.
Today I received the Superhub 3 and set that up. It is working fine - actually better than my 2ac. Latency seems to have improved and the service feels snappier overall.
So, I still have these out of spec power levels but no apparent ill effects. I will monitor over the next few days to see if anything changes.
An engineer called on Saturday morning and fitted a device to the router to adjust the power levels - my downstream power level is now circa 7 and upstream circa 40.
As I stated earlier the connection had been fine since Wednesday evening. I don't think the router or the out of spec power levels were the issue. The engineer stated that work was being done in the area with a prospective solve date of 21/6/21. I still have not received any messages to my phone to update me on the issues in my area and the Service Status page on VM still states that there are no known issues.
Now Sunday the 20th the issue has returned. I am seeing constant drops to my connection and packet loss typically 80%.