Menu
Reply
Highlighted
  • 2
  • 0
  • 0
Joining in
92 Views
Message 1 of 6
Flag for a moderator

Internet m350 failing

Hi,

We are experience internet problems everyday for the last 3 weeks, we tried to reboot the hub 2/3 times a day but internet connection is constantly going down, cannot get through the phone to speak with virgin. 

How can we sort this out? As I need stable internet to work from home. 

Thanks

Tags (4)
0 Kudos
Reply
Highlighted
  • 11.46K
  • 889
  • 1.46K
Alessandro Volta
87 Views
Message 2 of 6
Flag for a moderator

Re: Internet m350 failing

Which Hub do you have ?

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

0 Kudos
Reply
Highlighted
  • 24.39K
  • 1.4K
  • 3.1K
Alessandro Volta
86 Views
Message 3 of 6
Flag for a moderator

Re: Internet m350 failing

What problems? What devices? Over wired or wireless?


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
Highlighted
  • 11.46K
  • 889
  • 1.46K
Alessandro Volta
85 Views
Message 4 of 6
Flag for a moderator

Re: Internet m350 failing

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

0 Kudos
Reply
Highlighted
  • 2
  • 0
  • 0
Joining in
66 Views
Message 5 of 6
Flag for a moderator

Re: Internet m350 failing

Thank you for you reply. 

mim not able to see ‘router status’ however I did run a diagnose and this is what shows:

1D074BEC-7C82-45B6-8511-264A21E5A8F5.jpeg

0 Kudos
Reply
Highlighted
  • 11.46K
  • 889
  • 1.46K
Alessandro Volta
62 Views
Message 6 of 6
Flag for a moderator

Re: Internet m350 failing

You may need to log in to get to the correct page.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

0 Kudos
Reply