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MikenRachel
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Fibre speeds fluctuate wildly and drop out - wfh so not good!

I started with Virgin 3 months ago and have experienced download speeds between 110mbps and nil, often within minutes. Checked everything, all seems ok but I did inherit the old set up (not modem etc.) from the previous owner and brown box outside the house is hanging off.

I work from home and rely on a secure, continuous connection. Seems be be a common problem looking at the threads, what is the solution?

Mike

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jbrennand
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Re: Fibre speeds fluctuate wildly and drop out - wfh so not good!

Lets start by seeing some Hub and connection data - can you do this...
_________________________________________________________

First do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections 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, 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 unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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 again.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

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John
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I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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jpeg1
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Re: Fibre speeds fluctuate wildly and drop out - wfh so not good!


@MikenRachel wrote:

I work from home and rely on a secure, continuous connection. Seems be be a common problem looking at the threads, what is the solution?

Mike


Hopefully the tests above will help to sort the immediate problem,  but the 'solution' you seek is to get a backup service such as 4G or 5G mobile data.  Virgin Media is a residential service with no guarantee of continuous connection. In the case of equipment failure it can sometimes take days to get it sorted.

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Travis_M
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Re: Fibre speeds fluctuate wildly and drop out - wfh so not good!

Hi @MikenRachel

 

Thanks for posting on our community forum!

 

Is the connection still an issue now or has this managed to be resolved? 

 

Regards

Travis_M
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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MikenRachel
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Re: Fibre speeds fluctuate wildly and drop out - wfh so not good!

I think the problem may lie with the previous occupants as there are multiple wires running from the outside box. How do I get an engineer out to take a look and correctly remove any additions which may be affecting my reliability?

Mike 

 

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MikenRachel
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Re: Fibre speeds fluctuate wildly and drop out - wfh so not good!

That’s not a great answer tbh! I was with BT at my previous address and never experienced this volatility. 

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Zak_M
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Re: Fibre speeds fluctuate wildly and drop out - wfh so not good!

Good morning @MikenRachel 

 

Have you managed to follow the instructions shown as @jbrennand? This will help determine the issue with your connectivity.

 

I can arrange to get an engineer to resolve the broken OMNI box. 

 

Kind regards,

Zak_M

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MikenRachel
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Re: Fibre speeds fluctuate wildly and drop out - wfh so not good!

I checked all my connections but the rest of the instructions didn't make much sense tbh! If you can get an engineer out to see if the omni box is working correctly that'd be great 👍 Mike 

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Zak_M
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Re: Fibre speeds fluctuate wildly and drop out - wfh so not good!

Thanks.

 

The instructions are for the hub stats, we are able to then view if there are any issue listed there. 

 

I will need to pop you over a PM so that I can confirm your address. 

 

Kind regards,

Zak_M

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Zak_M
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Re: Fibre speeds fluctuate wildly and drop out - wfh so not good!

Thank you for providing me that information via PM @MikenRachel.

 

I have booked the appointment for you, you are able to check the time and date and make any amendments via your virgin media account. 

 

Kind regards,

Zak_M 

 

 

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