Poor internet / speed and intermittent loss of service
4 weeks ago
Having spent a laborious amount of time recently with Virgin Media on the phone and being several years out of contract I was able to get my internet boosted up to 200mbps.
This was off the back of myself and my wife working from home and with multiple devices connected.
I was trying to get an engineer out (which in the 13 odd years we have been with VM in the current address we have had only had one engineer visit) but was informed there was a charge of £100 (a bit rich I thought). Our cable is quite tattered leading to the front of the house and I am loathed to pay this fee for the length of time we have been a customer (apparently, I am not spending enough – one would think over £11K in that time is an ample amount…).
We have had quite bad outages of internet – my wife works for a video conferencing business and she is getting bad connectivity. I thought with the upping to 200mbps and a Wi-Fi booster (yep, being charged for that) I thought this would sort the issue, but it is still bad.
I have done numerous checks, speed tests and router re-starts, etc. but the issue persists so am hoping there is someone sensible on here that can help.
I’ve been monitoring the internet (speed tests are showing 200mbps is delivered) but this doesn’t correlate with our internet still being bad. See graph below – which is a bit alien to me so would appreciate if anyone can help me decipher the below (which I think means the internet is quite stable) in layman’s terms.
I suspect it may be our cable / router but if you can shed a light on this that would be greatly appreciated – I am new on here…
Any thoughts directly from VM would also be appreciated…
Re: Poor internet / speed and intermittent loss of service
4 weeks ago
BQM shows a bit of packet loss.
Post the network, upstream and downstream logs from the hubs admin pages back here as text for review please.
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