Intermittent Drops & 2 Hub visibility - Is this Normal now for Virgin Broadband?!

[samraj]

TEST_DATE	TIME_ZONE	DOWNLOAD_MEGABITS	UPLOAD_MEGABITS
07/13/2021 11:34	GMT	169.89	20.85
07/13/2021 11:22	GMT	1.68	17.77
07/13/2021 11:11	GMT	2.07	20.16
07/13/2021 10:22	GMT	48.4	20.71
07/13/2021 10:20	GMT	16.17	19.91
07/13/2021 10:18	GMT	3.3	20.17
07/13/2021 10:15	GMT	10.62	2.25

See todays Internet connection above - I had a total Internet Dropout from 11:28-11:34 - is this normal? I've had this problem for last 6-8  weeks. As I work home, in the middle of a meeting I go dead and it's a matter of 'earning your living'!! They've now replaced my external cable and given me a new Hub, however the problem is ever present. Internet goes DEAD at the Hub itself as there's no difference with the Ethernet cable too. Even today after getting a new Hub I can still see my old Hub in my Wifi connections - this surprised the Virgin guy who came to replace the cable as it appeared in his Wifi list!! Appears like there's no solution for me?? I

[Kath_F]

Hi samraj,

It usually takes an hour or so to update. It should show up later on today 🙂 

Thanks,

[samraj]

OK - Thanks!

[Kath_F]

Hi samraj, 

No problem at all. Please pop back after the visit to update us on how things have gone. 

In the meantime, enjoy the sunshine 🙂

Thanks,

[samraj]

Hi Kathy, I've not received any email with regards to the Engineer's Visit and it's getting pretty desperate - the fluctuation is too much, just this morning from 8am, it varied between 0-160mbps!! 

[Kath_F]

Hi samraj, 

Apologies for any mis-understanding. You wouldn't get an email regarding the engineers visit. 

The visit should show when logging in to My Virgin Media here. 

Other than book the visit, there isn't anything else I can do I'm afraid. Once the engineer comes, they will get things sorted to stop the fluctuation and get the connection back on track. 

Thanks,

[samraj]

Got it, engineer booked for tomorrow - Thanks!!

[Kath_F]

Thanks samraj,

That's great stuff. I'm glad you've been able to see the appointment time now. 

Don't forget to pop back to us and update us on how the visit goes. 

Take care, 

[samraj]

I had outage this morning as well at 8am. VM techie came around 10ish and replaced external cable & connector. Past 1hr, I've monitored my fluctuation for speeds for same pc in same position about 7/8mtrs from hub on same floor is as below - not sure if this normal?! He has mentioned that the drop in frequency at the lower end is too high (showed 15 on his meter). 

TEST_DATE	TIME_ZONE	DOWNLOAD_MEGABITS	UPLOAD_MEGABITS	LATENCY_MS
07/20/2021 12:17	GMT	18.25	20.92	13
07/20/2021 12:15	GMT	23.85	20.17	13
07/20/2021 12:06	GMT	110.28	21	13
07/20/2021 12:02	GMT	20.94	20.29	14
07/20/2021 11:34	GMT	115.18	20.11	13
07/20/2021 11:16	GMT	197.62	21.17	13

[Laurie_C]

Hi samraj,

Thanks for getting back in touch - what did our engineer advise during your appointment? Do you notice the same fluctuations when you are using a wired connection? Please continue to monitor your connection over the next few hours, and do keep us updated.

Kind regards,

Laurie

[samraj]

He has mentioned that the drop in frequency at the lower end is too high (showed 15 on his meter) - normal drop should be in a range of 4...mine is 15. WiFi or Wired for this distance is no different.