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No internet

I have installed new router. Still same issue as before wifi and ethernet keep disconnecting. Finding that i am getting no help with customer service on the phone. I believe it could be my virgin media extension cable. But, would love to be able to speak with an actual human being

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Alessandro Volta
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Re: No internet

You'll need to call to speak to someone about it.

When it disconnects do the lights change on the hub?

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Message 3 of 10
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Re: No internet

No and dont you think ive tried. There just reading from a script. Im not getting through to someone who actually knows what the issue is.

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Re: No internet

telephone CS remains the primary method of getting customer service.
a virgin forum rep may respond here but could take up to a week.

-----------------------------------------------------------

My Broadband Ping - spgray

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Alessandro Volta
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Re: No internet

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 …

 

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.

Then

 

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

My Broadband Ping - Mike Robbo
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Message 6 of 10
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Re: No internet

I haven't told me how i start the broadband quality monitor and the website isn't actually showing me either.

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Alessandro Volta
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Re: No internet

This bit gives it away ...

bqm-first

 

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

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

My Broadband Ping - Mike Robbo
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Re: No internet

Direct Link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/76a0567d05acb6a014f3d46b926e830fa640df3a

Text Link - HTML Link

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/76a0567d05acb6a014f3d46b926e830fa640df3a">My Broadband Ping</a>

Small Graph (500x219 px) - HTML Link

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/76a0567d05acb6a014f3d46b926e830fa640df3a"><img alt="My Broadband Ping - Virgin boardband" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/76a0567d05acb6a014f3d46b926e830fa640df3a.png" /></a>

Large Graph (800x350 px) - HTML Link

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/76a0567d05acb6a014f3d46b926e830fa640df3a"><img alt="My Broadband Ping - Virgin boardband" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/76a0567d05acb6a014f3d46b926e830fa640df3a.png" /></a>

Text Link - BBCode (for forums; including thinkbroadband forums)

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/76a0567d05acb6a014f3d46b926e830fa640df3a]My Broadband Ping[/url]

Small Graph (500x219 px) - BBCode (for forums; not yet supported on thinkbroadband forums)

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/76a0567d05acb6a014f3d4

 

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Message 9 of 10
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Re: No internet

It won't let me submit my router status. I've given up now. internet goes completely off every hour only for 1 to 2 minutes. Nor do I undertand how this graph even after reading it and it won't let me upload the table onto here either. 

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Message 10 of 10
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Re: No internet

Then you need to call in or wait for a forum mod to respond who can check your account

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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
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