There was an outage in my area yesterday because of which my broadband, TV were affected for the day. My service status shows that all the services were restored yesterday in the evening however since then I have been facing intermittent internet connectivity issue. The internet is connected is for a few mins and suddenly gets disconnected with the hub showing different lights flashing on the front. This happens at least 4-5 times in an hour and I am unable to work from home. I have tried rebooting the hub as well as reset the hub multiple times, have checked all wires connected but the problem persists. What is frustrating is when I call the customer care number it cuts off after waiting for 45 mins. I have tried your webchat option as well but except for an autobot reply no one has been able to help. I feel helpless as the problem continues and I don't know how to fix it. I am a new customer and this is a frustrating experience. Please help out.
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.
Unless there’s an area issue reported you need an engineer for sure.
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Thanks for using the forums to get this issue with your internet looked into, I am sorry if this has been causing some frustration.
I have already taken the time to look into your services on my side and can see there is an area outage at the moment which is having an adverse affect on your broadband, TV and landline, however this is estimated to be fixed today by 6pm tonight.
I am of course not saying this is the cause of your original issue, but we will need to wait until this outage is fixed fully before investigating further.
Please check back in tomorrow and we will be happy to look into it further for you 🙂