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Issues for months. So solution from Virgin.

Joining in

I've had Internet issues for several months. The Internet drops for seconds or a minute or so dozens if not hundreds of times a day. Games freeze. Videos freeze. Woget disconnected from work, etc

Things I've done:

-Used to monitor (showing drops most of the day)

-removed netgear router (virgin insisted it was this), took out of modem mode. 

-Reset router to default. 

-tested wifi and wired. Both same. Align with thinkbroadband and router logs.

-tested ping from router to virgin dns ip (or any other ip) and I get 60% packet loss. 

Things virgin have done:

-Reset router 

-reset router 

-reset router 

-send engineer (found no issues) 

-reset router (remotely without telling me) 

-request I reset router again (I refused) 


My questions are. Are there any other things I can to. How can I get virgin to help and stop telling me the will fix it when I phone and do nothing. 


Currently looking for other providers. Such a drag to switch so hoping virgin can fix. 





Very Insightful Person
Very Insightful Person

Lets see the connection data

In your browser’s URL box type in (or - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks. I may have found a solution  already. Please see my reddit post


I couldn't face speaking to virgin again. I brought the product of amazon which seem to help. I did set up the quality broadband monitor. It showed hundreds of outages per day. I'll update this thread if all well soon.  Thanks for your reply! 



Which faulty item of network kit was replaced from Amazon ?