on 30-06-2021 17:31
So, around 2 days ago I reset my router because I was experiencing packet loss. When I reset it an outage had occurred around an hour later (the internet didnt work up til then anyway).
When the outage had ended, the internet was back up however was extremely slow. Prior to this I had around 150mbps download and 10 ping, but now I am getting around 30 ping and 20mbps download.
Just now I restarted the router to see if this would be fixed, however it has been almost an hour and the internet still isnt back on. The router is still working I believe since the yellow light on it is lit. Is there anything I could do to fix this issue?
Thanks
on 30-06-2021 19:27
on 03-07-2021 08:43
Hi @Million.
Welcome to the community and thanks for your first post, we're happy to have you with us 🙂
I'm very sorry to hear you've been experiencing slow speeds since the outage, I can appreciate this is frustrating and we apologise for any inconvenience caused.
How has the service been performing since posting? Have you tried re setting the Hub how @jbrennand has advised above?
Thanks,
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on 06-07-2021 21:05
Hi,
Well, once resetting the internet just goes off for a prolonged amount of time, probably 30mins to an hour.
For some reason, now the internet has gone open, (no longer has a password), and instead of being called VMXXXXXXX it is called VMXXXXXXX 2.
Also, the 5GHz channel isn't working for some reason, which is why I think i'm experiencing the slow internet.
Thanks
on 07-07-2021 07:10
on 07-07-2021 11:50
Good morning @Million
Welcome to the forums and thank you for taking the time to post.
I am sorry to hear that you have had some issues with your services.
As this issue has been going on for some time, it will be worth us getting an engineer out to come and look over everything with the potential to replace the hub.
Just to double check, can you also confirm is there anything listed on the services status page?
Kind regards,
Zak_M
on 07-07-2021 13:14
Hey, thanks for the response.
I can confirm that there is nothing listed on the service status page, there are currently no known issues.
Thanks
on 07-07-2021 14:50
Thank you for coming back to me.
I will pop you over a PM so that I can get some account information.
Kind regards,
Zak_M
on 08-07-2021 13:18
Good afternoon @Million,
Sorry for the delay in getting back to you.
Its showing that there is a prolonged signal level issue, we are going to need to get a tech out to you, I have taken the opportunity to book this for you. You are able to find the time, date and make any amendments by visiting your my virgin media account.
Kind regards,
Zak_M
on 08-07-2021 17:24
Hi, thanks for the response.
Where am I able to find this information? This is what is showing up when I click your hyperlink