internet

[Bryzza]

To add to my dissatisfaction with VM, I have just experienced an ongoing issue with my internet connection. I keep getting cut off from the internet and VM say there aren't any problems in my area. I have unplugged and plugged in my router numerous times and have reset my router and the bloody thing still fades off and on.Can someone suggest how I can get around or even solve this little problem without having to take a sledgehammer to my my router?

Fortunately I have a Three hub as standby so my wifi on my phone isn't being affected but as all would appreciate, we really do need internet access to carry on with our lives. Homing pigeons aren't too good with messaging these days.

Thanks again for any/all assistance the that the trusty team out there can furnish.

                                   cheers.  Bryan W.  

[Client62 · Accepted solution]

Check for a fault in your street via : 0800 561 0061 it is an automated service.

Hub Signal Level Checks

Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

( If already logged in to the Hub menu, the same info is available at : Advanced settings >>> Tools >>> Network status )

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16/QPSK is a current service noise fault.  Seeing less than four DOCSIS 3.0 channels is usually a signal level fault.

[WorstISP]

First thing's first, don't waste your time with the standard "support" process, you need to open an official complaint and collect evidence. Any interactions with support take notes of everything they say and demand fix dates.

Start the complaint process by opening a complaint in their webform here: https://my.virginmedia.com/my-cases/make-a-complaint

After 8 weeks you can then escalate to the ombudsman which is the first time Virgin will start to try and fix anything.

[Martin_N]

Hi Bryzza,

Thank you for your post. I'm very sorry to hear about the issues you've been having. 

I have taken a look on our side and I am unable to see anything that could be affecting this. 

Can you confirm if this is happening on both a Wired & Wireless connection?

^Martin

[Bryzza]

I find that when my 2.4ghz wifi is down that my wired ethernet also cuts out. Surely ethernet shouldn't be affected if my wifi fails?

I continually have to either reset my router, which is a pain due to having to reconnect to everything, or I unplug and re-plug my router. both actions obviously mean I have to reconnect everything. This is happening every morning when I turn on my laptop. My other concern is that my home security is sync'd to 2.4ghz wifi, so if that fails my home security camera is out of action too.

[Reece_MH]

Hi Bryzza 👋

I'm going to send you a private message, so we can continue assisting with this issue. Please look out for it in the top-right, white envelope or by tapping your profile picture then "Messages".

Thanks,

[WorstISP]

Hi Bryzza,

Virgin will try to frame this as a WiFi issue because OfCom won't uphold complaints on WiFi issues. make sure you monitor your connection via ethernet and take screenshots proving you're offline each time.

You have to make sure you're checking everything via ethernet. I wouldn't even bother mentioning observations from WiFi because you'll only help them distort the issue into "Wifi problems" which the communications ombudsman will ignore.

Do you know how to run a "ping" test? A screenshot of pinging 8.8.8.8 and 1.1.1.1 would be a reasonable way to prove you're disconnected from the internet (Both of these addresses being unreachable would be very unlikely unless your connection was down).