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84peterf
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Message 21 of 38
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Re: slow wi fi and constant disconnects SHUB 2

A little improvement though still had a disconnect from wi fi last evening as can be seen in the BQM graph. What I don't understand is after switching off and switching on the router the levels have shot up. The red bar on the left is whre id did a router re set and then had to re-enable ping for the BQM. Here is the snapshot direct link.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e38a09fbd76095b2eee1a4c031c86cefaa96f60d-01-08-2021

 

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Ayisha_B
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Message 22 of 38
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Re: slow wi fi and constant disconnects SHUB 2

Hi @84peterf,

 

I have taken another look at your account. 

 

We have identified a very short term connectivity issue which may cause intermittent or performance related issues with your connection and your connection will return to normal very soon.

 

In the meanwhile, can you please that all cables are connected securely. The issue that has been identified may be the result of a loose connecting cable. Check coax cable (white cable) connections to VM equipment, splitters and wall sockets to make sure all cables are connected to the VM equipment. Once you have done this, please monitor your connection over the next 7 days and if the issue still persists, let us know.

 

Just to let you know, if you need help with your Virgin Media services in the future, we’ve also got lots of hints and help in our Virgin Media mobile app and our Help & Support area 🙂 

 

Regards

 

Ayisha_B
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84peterf
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Message 23 of 38
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Re: slow wi fi and constant disconnects SHUB 2

Thank you for the reply. here is the network log now completely changed. All cable connections appear good and tight in router and at connection point.

Network Log
First TimeLast TimePriorityError NumberDescription
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/08/2021 11:10:07 GMT01/08/2021 11:10:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
 
 
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Ayisha_B
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Message 24 of 38
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Re: slow wi fi and constant disconnects SHUB 2

We'd advise monitoring your connection at this stage and if the issue persists let us know.

 

 

Ayisha_B
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84peterf
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Message 25 of 38
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Re: slow wi fi and constant disconnects SHUB 2

Thanks I will do but have had this issue on and off for many months occasionally its fine then a period of poor wi fi and connection issues. Will continue to post any issues..
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Ayisha_B
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Message 26 of 38
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Re: slow wi fi and constant disconnects SHUB 2

I can appreciate that @84peterf

 

After running through some diagnostics on your account, a short term connectivity issue was identified and so if your connection does not improve after 7 days let me know and I will be happy to arrange a technician visit for you.

 

 

Ayisha_B
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84peterf
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Message 27 of 38
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Re: slow wi fi and constant disconnects SHUB 2

More wi fi disconnects and reboots last evening and today just before 6pm and just gone again. Here's today's graph.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9efe6c74799507538ecb80b617f2ae7544e182c3-02-08-2021

 

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Hayley_S
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Message 28 of 38
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Re: slow wi fi and constant disconnects SHUB 2

Hello @84peterf.

 

Thank you for showing us this information.

 

I have emailed the area field manager for your area, I am just waiting for a response.

 

Once I have an update I will let you know asap!

 

Many thanks,

Hayley
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84peterf
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Message 29 of 38
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Re: slow wi fi and constant disconnects SHUB 2

Thank you Hayley. 

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Hayley_S
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Message 30 of 38
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Re: slow wi fi and constant disconnects SHUB 2

You are welcome @84peterf.

 

I have an update for you.

 

The area field managers are now monitoring your connection for the next 24 hours, if they see the drops in signal they will let me know what they will do next, it is likely that we will need to send an engineer round.

 

But I can not book this yet until the 24 hours is up 🙂

 

I hope this is okay for now.

Hayley
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