Constant internet connection problems with Virgin Media Hub 3

[TMercer98]

Hello, 

Been having a nightmare with our internet for at least 6 months. We are on the Virgin Media m600 Volt package - using Virgin Media Hub 3. 

I have no idea really regarding the tech side of things so please bear this in mind with the responses. I have had the internet drop out constantly today - i work from home so this really is not ideal. We cannot seem to go through a day with the internet working as it should. Rebooting the router (as Virgin Media CS seem to be obsessed with) makes absolutely no difference. Whenever we have called, they just say no obvious issues, we will monitor it (i also use a pod so i can use my work phone - also has not helped and have been having connection issues with this as well)

We can't even watch TV and work from a laptop at the same time without issues. The TV's constantly buffer, making watching Netflix, Prime, Iplayer impossible (no issues watching normal TV). The computers are new so we know this isn't the issue. 

I sent my internet speed test results to my IT guy at work earlier and he just laughed at them and said i can tell you're with Virgin. Currently getting download speeds of 9.9mbps and an upload speed of 120kbps. I have rebooted twice today alone. 

Someone please help because i am at my wits end with it. Its looking like i will have to commute to the office all of Christmas week now because i cannot reliably work from home.

Thanks in advance 

A very miserable person

[newapollo]

Hi @TMercer98 

I've moved your post to the broadband forum where the tech guru's reside, rather than the Volt forum.

Are there any known issues? Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.

The Check Service Status is often only populated with details of wide spread outages.

You could also try the automated Service Status number  0800 561 0061.  This often gives details of more localised issues down to postcode level.

Whilst not ideal it's probably a better indicator of known problems and should also show the latest estimated date/time for the fault to be repaired.

Did you perform the speed tests using a wired connection direct to your laptop/PC?

Check all of your cabling, especially the white coaxial cable, and make sure it's snug and tight and free from all kinks.

There are a lot of tech guru's on the forum that can look into your issues but when posting the hub stats they need the full details from the Router Status page. So please  copy/paste 3 FULL sets of data onto here (not screenshots) – from the Downstream, Upstream, & Network Logs pages. 

You should also set up a BQM monitor  at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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.

[TMercer98]

Hello,

I have gone on the website and created a chart but nothing is showing up:

It's probably me being daft - i don't really understand what i'm looking at. 

Thanks 

[TMercer98]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2d9983b9b3dfdbb427aee84f468f02732bd2f38e

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/2d9983b9b3dfdbb427aee84f468f02732bd2f38e">My Broadband Ping</a>

[Akua_A]

Hi @TMercer98,

Welcome to our community forums and thank you for our first posts.

Sorry to hear you have been having issues with your connectivity and dropouts over a long period of time. We can understand the frustration caused and we want to best help. I have been unable to locate your account to investigate this. For this reason, I am sending a private message. Please look out for the purple envelope and provide a response when you can.

Thanks,