Virgin Media Community

[mayhuls]

I have recently been given a new virgin machine and not I am getting frequent times when my wired pc just hang and says no internet, it is wired straight into the virgin box

Attached graph 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fc051bd2da42877d8fd76e42bb09abb2ecf92e18

[Robert_P]

Hi mayhuls

Sorry to hear of the broadband issues experienced, we appreciate you taking the time to raise this via the forums. Welcome to the community.

From checking the connection and equipment, we can see the speeds are consistent at 136mbs download and 20mbs upload. There were some disconnection last week but we haven't seen any recorded since Friday. Has it improved since your post?

Rob

[mayhuls]

Yes I still experience problems , yesterday I turned off wifi and disconnected everything and just had my PC connected (wired) for a while and was still facing times when PC just hung and I am using a chrome box so quite light.

[jubajard]

Same here - keeps dropping off - can’t work properly. Really unhappy looks like “testing broadband button” tells me all is fine while my pc to the box just can’t connect to internet

[Ilyas_Y]

Thanks for the reply @mayhuls on the forums. 👋🏼

I'm sorry to hear about the issues you are facing. 😞
Are you able to take out all the cables and put them back in? Can you also hard reset the hub for me please? Pop a pin in the reset pin hole for 40 seconds, located underneath / behind the VM hub.

Kind regards,
Ilyas.

[Ilyas_Y]

Hey there jubajard thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues with the broadband you are experiencing and I can understand the dissatisfaction that can occur from this.
I will assist you further on this and get you the support requried.

I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[mayhuls]

Hi yes I have done all this

[John_GS]

Hi @mayhuls 

Thanks for coming back to us.

I have checked the system today and no issues are showing. All levels are in spec and no issues with congestion or SNR. 

The router has been up for near a month, please could this be reset for me and then when done that, upload a continous BQM and also the Power Levels;

• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode), 
• Don't log in, click on 'router status' 
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at https://www.thinkbroadband.com/broadband/monitoring/quality
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum 🙂

[legacy1]

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@John_GS wrote:

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at https://www.thinkbroadband.com/broadband/monitoring/quality
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum 🙂

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1st post John🙄

[mayhuls]

Hi John

I did a factory reset today but when i goto 192.168.0.1 I don't see router status just an option to login