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WiFi connectivity.

Joining in

I have been through all the procedures, testing, resets and restarts both by the ConnectApp, and by the Call Centre! We have also had an engineer out to check. All he did was to say i had an issue with speed being too high, reduced the speed and left! All WiFi connectivity to all devises is 'poor' their words not mine. On the Hubs speed test performance is: Down is at; 274, Up is at; 26. I know great eh, however, Latency is at ;13,985 ms and the Jitter is at ;156ms, packet loss is 0%. Trying to watch anything on my phone and or tablet  (wifes and daughters included) like YouTube, Netflix etc, etc as impossible with the constant buffering!!! Do I need a new hub or do i just go to another supplier as this has been going on for weeks? Thank you.


Very Insightful Person
Very Insightful Person

Lets see a full data set - can you do this...


In your browser’s URL type in if in router mode or if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “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”. 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 then click OK


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.


Latency is at ;13,985 ms and the Jitter is at ;156ms.

Given the 0% packet loss ( normal)  I am suspecting the VM Connect app is still over reporting latency by 1000x and over reporting Jitter by about 250x to 300x. A very long standing fault that has made many a customer very paranoid.

Forum Team
Forum Team

Hi @Alf0295 

Welcome to the community forums 

Sorry to hear that you're having issues with your WiFi at this time. 

I've checked the systems at our side and cannot see any issues in the area or with your service that might be causing WiFi performance issues at our side. The hub's specs look great and their is no flag for any coverage or WiFi quality concerns that we can see. 

Do you have any issues with devices that are connect directly into the router at all? Any issues with streaming on TV or devices other than mobile devices? 

Ensure that your streaming apps and the devices they're watched on are all up to date and are not performing any high usages actions in the background at the same time. 

Here to help 🙂
Virgin Media Forums Agent