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Internet dropping

Joining in

Hi all. I joined Virgin about 2 months ago and have a stream box and broadband. From day 1 we’ve had issues with mobiles and games consoles lagging or dropping connection. It’s driving kids mads which obviously drives me nuts. 
Lately the firestick drops on a constant basis and lags and the stream box seems to drop out more and more. 
I’ve done everything advised regarding the router placement and we even have boosters that we had before moving to Virgin plugged in around the house. I thought it would improve after time which has happened with other providers but it’s getting worse. 
I downloaded the Connect App but I can’t sign into it because it says I’m not connected to the internet which is a bit ironic. 

Any help please?



After 2 months one would have expected the VM back office systems to have updated to register your Hub as is needed for the VM Connect app to work.

The main other things that stop the VM Connect app from working are :

1) Not being connected to the Hub's Wi-Fi

2) Use of any kind of VPN / Apple Private Browsing tools / Web Proxy / DNS changers.

Failing this, manage the Hub at

Use the tests below to see the latency to the Hub and the device :

Once the test begins click on: Run full test to see Latency /. Jitter / Packet loss.

For comparison our Hub typically has Latency around 15ms, Jitter < 2ms & Zero Packet loss.

Forum Team
Forum Team

Hey smitrit, thank you for reaching out and I am sorry you are having some connection problems.

I have taken a look and everything is look great on our side your levels are very good.

Please can you post your BQM here for us Cheers

Matt - Forum Team

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