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Anonymous
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Ongoing Broadband Problems

I've been told by the virgin media twitter account to post on here. I've been having ongoing problems with my internet since Saturday. It regularly drops out for 5-10 minutes at a time. I called to report the issues on Monday and was told an engineer would call within 72 hours. 72 hours came and went and no one called me.

I spoke to someone this morning who said there had been a fault in the area but it was fixed at 11:30am yesterday morning. However, it dropped out a number of times last night so the issue still isn't fixed. They told me that I should plug my devices directly into the router with an ethernet cable. This simply isn't practical.

The router has been turned off and on a number of times, cables checked and reset with the pinhole on the back so none of these is the solution.

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gary_dexter
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Alessandro Volta
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Message 2 of 16
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Re: Ongoing Broadband Problems

Do wired connections also drop as well or just wifi?

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Adduxi
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Wise owl
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Message 3 of 16
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Re: Ongoing Broadband Problems

Please post your Downstream and Upstream power levels and network log.  Also setup a BQM monitor here www.thinkbroadband.com/ping  

Once done, we can comment on your circuit.

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Anonymous
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Message 4 of 16
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Re: Ongoing Broadband Problems

Yes, wired as well as wi-fi

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Anonymous
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Message 5 of 16
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Re: Ongoing Broadband Problems

Thanks you for your reply, unfortunately I don't know how to do any of that. It seems like something that a Virgin engineer should do
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gary_dexter
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Alessandro Volta
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Message 6 of 16
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Re: Ongoing Broadband Problems

It's not - you can do it.

Go to the hubs admin page (192.168.0.1) and copy/paste back the requested logs

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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.
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Anonymous
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Message 7 of 16
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Re: Ongoing Broadband Problems

downstream 3.jpgdownstream 4.jpgdownstream1.jpgdownstream2.jpg

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Anonymous
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Message 8 of 16
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Re: Ongoing Broadband Problems

upstream.jpgupstream downstream.jpg

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gary_dexter
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Alessandro Volta
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Message 9 of 16
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Re: Ongoing Broadband Problems

You need to copy and paste back as text, not screenshots

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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.
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Anonymous
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Message 10 of 16
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Re: Ongoing Broadband Problems

network 2.jpgnetwork 3.jpgnetwork 4.jpgnetwork log 1.jpg

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