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pottypolitics
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Internet connection continually drops

My internet connection drops every minute or so. The wifi works but not the internet connection

When I run diagnostics it re-connects

I am running Safari version 12

Can anyone help?

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jbrennand
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Re: Internet connection continually drops

What package are you on ?  Which Hub model do you have? Does the internet work ok on an ethernet connection?


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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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pottypolitics
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Re: Internet connection continually drops

VIVID 200 Optical Fibre

Superhub 3

No

Thanks

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jbrennand
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Re: Internet connection continually drops

You could try a pinhole reset to factory settings.  In the meantime...

Post up your network connection details and someone will check to see if there is a problem there.  Go to http://192.168.0.1  (or http://192.168.100.1 ) in your browser [there is no need to login] and then click on the  “router status” icon at  top right - or bottom middle - of first page up -- depending on which hub you have  and then copy/paste 3 sets of data onto here - the downstream, upstream , &  network logs.  Don't worry about the formatting it can be easily read (by others & not by me!), but try and avoid using screen shots & don’t include personal data or mac addresses.

Here is an example of how they should appear

https://community.virginmedia.com/t5/Speed/Slow-Speeds-since-upgrading-to-350/td-p/3844792

If someone spots a network connection problem, a VM Forum staff member on here will organise a technician visit or you may be quicker calling the help line for that citing the forum discussion.


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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pottypolitics
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Re: Internet connection continually drops

Thank you!!

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bellamai
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Re: Internet connection continually drops

I had wifi problems constantly, dropped away, streaming terrible, buffering all the time, and paying for 100mbp awful, down to 11mps sometimes


@jbrennand wrote:

You could try a pinhole reset to factory settings.  In the meantime...

Post up your network connection details and someone will check to see if there is a problem there.  Go to http://192.168.0.1  (or http://192.168.100.1 ) in your browser [there is no need to login] and then click on the  “router status” icon at  top right - or bottom middle - of first page up -- depending on which hub you have  and then copy/paste 3 sets of data onto here - the downstream, upstream , &  network logs.  Don't worry about the formatting it can be easily read (by others & not by me!), but try and avoid using screen shots & don’t include personal data or mac addresses.

Here is an example of how they should appear

https://community.virginmedia.com/t5/Speed/Slow-Speeds-since-upgrading-to-350/td-p/3844792

If someone spots a network connection problem, a VM Forum staff member on here will organise a technician visit or you may be quicker calling the help line for that citing the forum discussion.


 

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bellamai
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Re: Internet connection continually drops

I contacted customer service who refused to accept I had a problem due to their equipment recording that everything was ok, but in fact after several long hour telephone conversations to wherever  I was connected to,  I could not verbally understand them easily , or they me,, where they obviously disbelieved my problem, as  my system was showing as normal their end,  after a much argued request for a  visit from an engineer,  which I was threatened to have to pay for if a fault was not found, there was in fact  a splitter problem on the external wiring ,and something wrong at the connection box, which was obviously  after I returned two Tv boxes, as nothing ever worked correctly afterwards.  When I re turned the the TV boxes no one came to check the connection,   but they were insisting that everything was fine from their end.  I was never compensated either, just a menial £4.95 on the call day as they said I had never reported it before, which obviously I had done so. Interesting : has anyone had customer service problems before  on a like for like issue?

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