I have been having issues with my internet for over a month now.
It is slow and keeps disconnecting me to the point I cant work. The other day there was a virgin engineer here installing everything for the flat upstairs and I asked him if there was any issue in the area and he said no, but he apparently something in the green box outisde wasnt right. He mentioned he was going to report to virgin so they could send the network guys over. That never happened! they have never been to the building.
I called virgin and explained and they said it was my router, even though I explained the below to them a few times and nearly lost my patience. They sent me a new router and the issues are still happening. I tried calling at least 10 more times to speak to someone and it is impossible, they keep telling me to go to the website. The issue is not only in my flat, my neighbour is literally finishing her contract early because the internet has been awful and it is impossible to get some assistance.
I dont want to have to finish my contract early but it has been REALLY frustrating. I cant work properly, I cant watch tv or anything. All I want is a network guy to be sent over to check the green box and fix this!!! I know the network guys are not from Virgin but as far as I know Virgin needs to report it to them so they can come over.
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 the area. Be aware that it isn't a manned line.
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 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.
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 and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.
Your Downstream Power Levels are having problems, they are individually within spec but the differential between the lowest of -2.2dBmV and the highest of +7.4 dBmV is far too big and will require an engineer to put them right.
You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.
If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.
I called them this morning and they said there were a lot of complaints in this area so there were engineers on the road fixing it. They messaged me once the work finished but the internet didnt even get slightly better. Will have to call again and book an engineer to come to the flat.
I will run that test again though and see if the results are the same because on the phone they told me that the downstream issue should be fixed once the works outside were done.