Wired connection dropping. Poor WFI connection

[Chanf]

Over the last month, my wired connection keeps dropping. I work from home and have disconnecting/reconnecting messages several times throughout the day.

Using WiFi,, I am getting only 7mpbs in my office, and 10mbps in my living room. 

Any idea how to resolve?

Thank you

[jbrennand · Accepted solution]

First thing is to check for any “known network faults - Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.
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If nothing is reported on there then 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/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

[Chanf]

I have no idea. I pay for a service and just expect it to work. I guess I need an engineer 🫤

[jbrennand]

You actually pay for the speeds delivered to the Hub and out of it on a suitable ethernet cable connected device. Are those the speeds you get on such a connection?

Wifi speeds are only guaranteed if you are on wifi-max

https://www.virginmedia.com/wifi-max

[Robert_P]

Hello Chanf,

We're sorry to hear of the problems experienced with your broadband, we appreciate the frustration this can cause and you taking the time to raise this via the forums. Welcome to the community.

From looking into this for you we can see there is currently an area SNR (Signal to Noise Ratio) issue under reference F010212377 that is currently estimated to be resolved by 3pm on the 30th November 2022. We understand this may not be the answer you were looking for but trust it helps explain the issue.

SNR is where noise on the connection can cause it to drop intermittently, if this is impacting your hub it will also impact your wireless network within the property. Our Auto Compensation Policy for complete loss of service over 48 hours can be found here as agreed with our regulators.

Rob