Virgin Media Community

[LukasK]

It's been over a month now of constant internet dropping.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8db4799e0e770ec0843a75a441f3b8c4a8...

 every single day its like this, i've called and their "engineer work" was done a week ago and its still the same. I'm just writing here in hopes of anything being different from calling the useless support line. Is there any way of fixing this crap?

[jbrennand]

First check to see if they are still working on the issue.

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level

If nothing shows we will need more info/data.

What Hub model is it and are you in normal router mode or do you have your own router?

What other devices are plugged into the Hub on ethernet cables?

[LukasK]

There's a new post now saying there will be work done on the 20th..

So yet another week of it being like this seems to be in my future.

The router is a Superhub 3 and the only thing plugged into the ethernet is my pc and theres 1 laptop on the wifi.

[LukasK]

Just a quick update, it got worse today... https://www.thinkbroadband.com/broadband/monitoring/quality/share/7e7a306ad26f01b2ea3c088e38d72c4beb... It's still going on currently.

[legacy1]

If its still happen run this test on a wired connection
https://devicetests.com/packet-loss-test
Network Packet Size, Sending Frequency and Test Length to max with Maximum Delay Between Packets to 1ms
this will tell you if it downstream or upstream Packet Loss

[LukasK]

The packet loss stopped for now, only the latency is fluctuating anywhere between 9ms and 30

[legacy1]

Run the test when Packet Loss happens again you could also login to the hub and check upstream Modulation is QAM64

[Zoie_P]

Hi LukasK, 

Thank you for your post 🙂
I am sorry to hear you are having dropouts, from our system I can see you are affected by a congestion outage, the reference for this is  F009826606 and the estimated time fix is 20 MAY 2022 09:00.#

Sorry for any inconvenience and please keep us posted.

Zoie

[LukasK]

So it's past the 20th and it's still exactly the same. https://www.thinkbroadband.com/broadband/monitoring/quality/share/63ffa693924a9a33e8bd537c4d93e3af7d... How many months is it expected to be like this now?

[Zach_R]

Hi @LukasK,

I do apologise for the ongoing issues you're facing with your services. I've taken a look at the fault ticket, and it appears that the estimated fix date/time has now been rescheduled to 9:00am tomorrow (May 25th).

If the issue remains beyond this timeframe, let us know and we can take a look.

Thanks,