Several times a day my connection drops out, the hub starts flashing, all wired and wireless connections drop (including even being able to ping the hub from my PC.) This includes a TV, several phones, 2 PCs connected wirelessly, and a Hive hub that is wired. It goes off in a weird way - if I'm on a voice or video call I'll be able to see/hear people talking for a few seconds after I stop being able to ping the router. Games will lag out for 20 seconds or so, eventually pick up to where they were, but then DC because they're too out of synch to recover. The connection *tends* to re-establish itself after a few minutes (which is useless when gaming), but sometimes I have to reboot the network adapter (disconnect/reconnect the USB wireless adapter) in order to re-establish connection.
This issue originally started when I had the SuperHub 3, I've since been upgraded to the SuperHub 4 with no change. I've fully re-installed Windows 10 on my PC, switched from a Power-Over-Ethernet adapter setup to wireless, the only thing I haven't tried is a wired connection to the PC, but since the Hive Hub drops as well (and the ring flashes on the router) it seems unlikely to make a difference.
I'm fairly sure the coax connection to the router is OK , can't say the same for the box outside the house, which isn't in great shape (the lid has come off), not sure if this would make a difference, or what (if anything) I can do about that?
Your Downstream Power Levels are far too high and will require an engineer visit to put them right.
You can contact VM to report the problem using ...
Text service on 07533051809
150 from Virgin landline.
0345 454 1111 from any other UK phone.
The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.
Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.