on 16-07-2021 10:20
Hello everyone
Hoping some of you lovely people will be able to help me. We were a customer with Sky and moved to Virgin for the fibre internet and better speeds due to homeworking and kids constantly being on internet-enabled devices.
Joined Virgin in May and been having some intermittent problems with connection or WiFi, not 100% sure.
I am regularly dropping calls whilst working, Xbox is lagging constantly, Netflix is constantly buffering during episodes.
I have regularly done speed tests and they don't show any issues I have also done a BQM which is here but not sure if this really shows any issues.
Any and all suggestions are welcomed!
on 16-07-2021 14:24
on 18-07-2021 12:52
Hi batesonmark,
Thanks for your post and welcome to the Community. It's really great having you on board with us in the Community.
I'm sorry to hear that you are having an issue with your connection dropping out.
Taking a look at your account, it looks as though you are having a prolonged signal issue. I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account.
I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Thanks,
on 05-08-2021 12:30
Hi @batesonmark,
Thanks so much for coming back to me via private message. Don't worry about the delay, it happens 🙂
I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track your orders.
If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link.
Lets us know how the appointment goes.
Take care.
on 05-08-2021 12:34
Amazing, thank you.
I shall let you know how we get on.
on 05-08-2021 12:53
No worries at all batesonmark 🙂
Take care,
on 17-09-2021 14:30
Hello all
Just wanted to give an update. A month since an engineer came out (amazing thank you). I was working so the missus showed them where the router is and they started looking at the router etc...
Based on the report I got it said the engineer found there was an intermittent issue and to resolve this they have removed my signal filter.
Next few days everything worked a lot better, with very little buffering or issues with working using Zoom calls etc...
However the last couple of days it has been really bad, with lots of dropouts, connection failing. My work laptop is still connected to the router but having no internet access.
Could someone please help me further? What are the next steps to getting it resolved?
Many thanks
on 17-09-2021 14:46
on 17-09-2021 15:03
Hi Jon
Just trying to get the information from the router now.
All my connections are wireless with the exception of 1.
Nope didn't turn anything off yesterday
Thanks
Mark
on 17-09-2021 15:05
Item Status Comments
Acquired Downstream Channel (Hz) | 410750000 | Locked |
Ranged Upstream Channel (Hz) | 53700000 | Locked |
Provisioning State | Online |