I’ve been experiencing intermittent broadband since it was installed in September. My connection drops out at least hourly on all devices at the same time.
I have done several speed tests and they show download speeds ranging between 4mbps and 40mbps when I’m paying for 200mbps. When I speak to someone from virgin they ask me to perform the same 'realtime' troubleshooting checks that take hours at a time and they'll often be closed by the time the steps have finished. We've tried running a win 10 machine in safe mode with networking with the router in modem mode and the problem is still the same.
When the engineer came round, he saw the problem and replaced some of the cables, when the issue was temporarily fixed but a few days later, the problem returned.
All devices have the same problem, whether connected via wifi or ethernet.
Unfortunately, it isn't being sorted. The team told me to restart the router and see if it fixes the problem. It didn't fix it and I've just spent 50 minutes on the phone on hold before being disconnected. I can't get through to the support team at all.
I'm beginning to wonder if it will ever be sorted.
Thanks for coming back to me. I am sorry to hear of this call experience. It wouldn't have been terminated intentionally.
I have ran a check on the account and it's asking me to get you to do the following; Perform a loopback test to confirm all ports are functioning. Plug both ends of an ethernet cable into 2 of the ports on the back of the Hub and confirm that the lights on the ports turn on when the cable is connected. Do the lights show up on all the ports?
Also, when the connection is lost, does the connection drop on all devices, wired/wireless?
I performed the loopback test on all combinations of ports and both connected ports have a solid light for a brief moment and then flicker constantly. The lights on the other disconnected ports remain off during this. It seems like that's what's supposed to happen.
When the connection is lost, all devices lose it at the same time whether wired or wireless.