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Pallanc
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Slow variable WIFI, and ethernet no connection

Hi,

Thank you for your attention.

We have had many Internet problems since December 2020.

Have the 500mb package but WiFi fluctuating between 10 and 25mb, and cant get online at all using the ethernet cable. Internet (youtube, prime, streamed movies etc) not working on TV either. No Alexa, ring doorbell.

We have a hub 3 that was replaced about 3 weeks ago as wasnt working (engineer said error messages weren't clearing on the old one. 

No known issues in area and I go in one big circle calling 150, getting the troubleshooting guide, do all the checking wires, rebooting, factory reset etc and then told to call 150 again, I cant actually speak to anyone.

We have had daily issues since December 2020 now and its causing more stresses than I could ever imagine with work and home schooling 2 kids (and hotspoting just isnt good enough as 4g rubbish here).

Can someone at Virgin please contact me?

Many thanks in advance

P

 

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jbrennand
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Re: Slow variable WIFI, and ethernet no connection

VM staff take 5-10 days to respond on here - call it in at 08.00 for a faster response.

In the meantime follow this procedure.
_______________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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.

Also, in the meantime... if you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Pallanc
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Re: Slow variable WIFI, and ethernet no connection

Thanks for the advice John.

I will give them a call in the morning, and in the meantime follow your advice.

Paul

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