on 15-08-2021 13:27
For the past few weeks, the internet connection has been very intermittent.
on 15-08-2021 14:12
on 15-08-2021 14:36
I would have to hook a laptop for hours by ethernet to see if there's an issue or not, and this is not practical (Also, shouldn't be my job as a consumer and I need WiFi to be the main thing that works anyway). Wouldn't be better for Virgin to be able to send someone around to diagnose it?
Thanks for the phone number tip thought!
on 15-08-2021 14:57
on 16-08-2021 07:54
Hey thanks for this however you misunderstand the problem
It's not the WiFi that's intermittent, it never drops. it's the actual internet connection that disappears as I said in op
on 16-08-2021 08:23
OK, shouldn't be your job to diagnose a problem, but your options here are to persist trying to call VM*, or get involved in a little fault finding, following the diagnostic advice below - there's nothing you can break or mess up, you are not changing any settings. I'd initially suspect from the description that the network log may be full of "partial service" or "synch timing" errors, caused by power or noise problems.
Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same in subsequent replies for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time. Then we can check for any obvious problems with power, noise or error counts. ideally do this after the hub has been running without a restart for 12-24 hours minimum.
Also, setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show visually if anything odd is going on with your VM connection. Post a LINK to a LIVE, SHARED graph here and we'll see what's happening. Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.
* And yes, VM's online help is poor, the telephone helpline is worse, and experience does suggest that the objective is to reduce the chances of customers speaking with a competent agent who understands the problem, takes ownership through investigation to resolution.