Hi. I am very frustrated at the number of times my connection drops out. No exaggeration it will happen every 10 minutes when trying to use it. I have checked all the connections and they appear to be finger tight. If I cannot get this issue resolved I will be voting with my feet and moving suppliers
Thanks for your post. Yes I have just realised this could be the problem. My tv is connected via Ethernet and the is no problem with iPlayer our YouTube for example. I think my problem is the router. Do you know if I can get an upgrade to the latest virgin router
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some more troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) 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 should post the link straight away.
Post a link to your BQM on here.
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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.
I had tried to find out if there were any service issues but we have very poor 4g and with poor internet I was unable to check this. Since then I have managed to use the number you kindly sent and there are issues with the service
i have also managed to speak to someone at Virgin and it turns out emergency repairs are being carried out in the area so hopefully the issue will be resolved
thanks again for taking the time to try and help me