Virgin Media Community

[BATCH007]

every night lately the past week or so or more the internet has been gone completely at 1.40 am for at least 20 minutes in the house. my area is west lothian, is there any reports of problems in this area at all?

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

[jbrennand]

record the dropouts on a BQM as per....
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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

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

[BATCH007]

it doesnt drop out the whole internet cuts off for 20 minutes, i still get wifi signal.

[Tudor]

WiFi signal is provided by the hub, you will still get this if the broadband is not working. Please confirm that WiFi devices cannot access the internet. 

[BATCH007]

wifi devices and ethernet connections get knocked out, there is no internet available. e 

[jbrennand]

Work on the VM network often gets done in the wee small hours and can result in these sort of dropouts. It usually only happens for 2 or 3 nights in a row. If yours has been going on longer than that then you need VM to tell you why. Hence why I said get a BQM going to record the frequency and duration of these dropouts to provide the evidence

[Zoie_P]

Hi BATCH007,

Thank you for your post.

I am sorry to hear you are having issues with your connection, I have checked your systems and can see there are no outages and all looks fine, if you could post a BQM as advised by our VIP @jbrennand. So we can get a better idea of what issues you are having.

Zoie

[BATCH007]

isn't that a third party application?..

how am i supposed to run it? i don't keep the laptop on all day.. thanks..

last night it went off at 1.20.. it's super annoying when in a competitive gaming match.

[Anonymous · Accepted solution]

Must be maddening. 

Re BQM visit the link above as it tells you in lots of detail how it works and how to set it up. Once up it monitors remotely so you don't have to do anything.