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Worst Internet Connection ever - for the last 9 weeks

For the last 9 weeks approx, I have had the worst internet experience in the 8/9 years I have been with Virgin. I can no longer have an RDP session to my work servers for more than 5 minutes and then it freezes. I cannot have Skype or Teams calls as the connection drops intermittently. I cannot even watch YouTube without buffering every few minutes. Then 1445hrs come round, I lose connection completely on and off until 2100hrs approx. Even my daughter cannot do her school online work. They have been out 4 times, replaced the cable from the pavement junction box (3m from my door), all the connectors, replaced the Hub 3 times. I have replaced the NIC and Cat6 cables. Still the same issue. Now they say I need a booster box! I didn't need one 9 weeks ago! Why now?!! I pay a ^%%$£ fortune for the M350 service and I get a dial-up system.  The support service is under-qualified to understand or resolve the issue because all they do is click "I will test your system now" and then say "It is all working". PROVE IT BECAUSE IT IS NOT.😡 I have been running continuous pings to Google and Cloudflare, guess what the pings drop between 1455 and 2100 EVERY DAM DAY!😠 I want to do my work Virgin, get it sorted this week! ENOUGH IS ENOUGH!

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Alessandro Volta
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Re: Worst Internet Connection ever - for the last 9 weeks

Ranting or asking for help from the community?


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If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Re: Worst Internet Connection ever - for the last 9 weeks

Ok lets see some data that might at least point to where the issue lays...

First do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends – disconnect then and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a Hub “pinhole reset” - with the Hub "switched on" throughout, press pin in firmly and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise. But, make sure the 2 passwords on the Hub sticker are still there and legible first !

If that’s all good.... 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] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages (dont Login!). 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 a second time).

Also, in the meantime. Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - 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.

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

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John
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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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Worst Internet Connection ever - for the last 9 weeks

Hi, thanks for replying. I have done all that. The last senior engineer didn't even look at the reports, he said they were worthless. I am at my wits end. This may force to travel into work (I am at risk) just so I can do my job as an IT OPs Manager.

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Re: Worst Internet Connection ever - for the last 9 weeks

Hi, a bit of both. I am at my wits end as I cant do my job properly and may be forced to travel to the office.

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Re: Worst Internet Connection ever - for the last 9 weeks

Let us see the data as well then.

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John
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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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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