Unstable internet connection with Virgin Media on Video Calls to Israel

[deltadom]

I am on video calls and my computer internet has been so unstable it is unbelievable

My Internet connection is so bad that the connection cuts out through a zoom call and the internet is no stable

I live in hemel hempstead

[Zak_M · Accepted solution]

Good evening @deltadom, 

Welcome to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had some issues with your broadband.

Are you experiencing this with both wired and wireless connections? 

Kind regards,

Zak_M

[deltadom]

yes

[Sofia_B]

Thanks for getting back to us @deltadom. 

I'm sorry to hear that, I appreciate this is frustrating and we apologise for any inconvenience caused. 

To confirm, do you find you only run into the unstable connection issues when video calling? 

Or does the service struggle elsewhere? 

Thanks, 

[deltadom]

It happens all the time and it is most frustrating😠 during video calling 

[Alex_RM]

I'm sorry deltadom,

I've been able to locate your account using your forum information.

I can see it's been a little while since you rebooted your hub, can you please do this so I can check the hubs levels again?

Alex_Rm

[deltadom]

My account number is removed

and my area reference is 31 

is rebooting the hub just turning the router off and on again 😊

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[-tony-]

yes just turn it off - leave it a minute or so and turn it on

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

[deltadom]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	507000000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

[jbrennand]

I dont think that you have said...
__________________________

Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What Hub model is it and what are the various Hub lights showing/doing when this happens?