Virgin Media Community

[Aloneri]

Hi Louis,

Both have been going down for some time now. My PC is a hard-line connection and the rest of the appliances are WiFi and they all seem to go down at the same time.

[Louis_R]

Hi Aloneri,

We are sorry to hear that. Have you been able to monitor your broadband speeds at all? Do you think the connection could be dropping out due to a slow connection conning into the property? Please keep us posted if you have not all ready had chance to perform this test.

Many thanks,

Louis

[Aloneri]

Hi

I've done speed tests in the past with and saw no issue, when connected we have several devices connected without issue or slow running.

The issue is that it ceases to connect with no discernible router problem as it is showing as all clear.

I did contact the helpline a week ago and it said that there were some issues which needed to be fixed with the line and that there would be a restart; this appears to have helped but not entirely alleviated the issue.

[chansm79]

Long running thread, this? 

Anyway, having issues here as well, on and off for some time. Have shrugged it off regularly, but its starting to be a bit of a pain! Basically, I have devices primarily running on WiFi (laptop, mobiles, tablets), together with a couple of NAS units which are wired for a home server. I'm regularly getting dropouts to the internet from all of my devices - for the wifi ones the signal stays connected to the Hub, but all items (wired and wireless) lose connection to the outside world. Possibly a dodgy hub? Logs are below.

Also, on a side note - not getting anywhere near the speeds I'm paying for? 9:30pm, and through a variety of servers on Ookla, I'm getting around 25Mbps, rather than the paid for 200? I understand its evening, its peak - but I'd still appreciate something closer to 50%, rather than 12%?

Super Hub
Sign In
Upstream
home
Router Status
Upstream
Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 5 4 3 2
Frequency (Hz) 53700000 25800000 32600000 39400000
Ranging Status Success Success Success Success
Modulation 16QAM 16QAM 16QAM 16QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 40.75 38.50 38.75 39.25
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 5 0 0
T4 Timeouts 0 0 0 0

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 203000000 211000000 219000000 227000000 235000000 243000000 251000000 259000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 9 10 11 12 13 14 15 16
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) 9.07 9.34 9.09 8.89 8.89 9.02 8.97 8.78
RxMER (dB) 38.26 39.40 38.61 38.98 39.40 39.40 39.40 39.40
Pre RS Errors 15922 9075 4331 2271 320 307 292 280
Post RS Errors 282 299 299 286 311 298 287 274

27/04/2019 20:23:40 GMT 27/04/2019 20:23:40 GMT Warning (5) 66050310 Auth Success - Web login successful.
27/04/2019 06:14:48 GMT 27/04/2019 06:14:48 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
26/04/2019 03:54:05 GMT 26/04/2019 03:54:05 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
26/04/2019 03:17:57 GMT 26/04/2019 03:17:57 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
24/04/2019 23:58:35 GMT 24/04/2019 23:58:35 GMT Error (4) 68010400 DHCP REBIND WARNING - Field invalid in response
24/04/2019 23:57:54 GMT 24/04/2019 23:57:54 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/04/2019 23:57:16 GMT 24/04/2019 23:57:16 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/04/2019 23:56:00 GMT 24/04/2019 23:56:00 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/04/2019 23:53:27 GMT 24/04/2019 23:53:27 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/04/2019 23:48:21 GMT 24/04/2019 23:48:21 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/04/2019 23:38:10 GMT 24/04/2019 23:38:10 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/04/2019 23:17:49 GMT 24/04/2019 23:17:49 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/04/2019 22:37:07 GMT 24/04/2019 22:37:07 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/04/2019 21:15:42 GMT 24/04/2019 21:15:42 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/04/2019 18:32:52 GMT 24/04/2019 18:32:52 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/04/2019 13:07:12 GMT 24/04/2019 13:07:12 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/04/2019 02:15:51 GMT 24/04/2019 02:15:51 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
20/04/2019 18:39:28 GMT 20/04/2019 18:39:28 GMT Error (4) 68010400 DHCP REBIND WARNING - Field invalid in response
20/04/2019 18:38:34 GMT 20/04/2019 18:38:34 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
20/04/2019 18:37:43 GMT 20/04/2019 18:37:43 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4

[Hetty_R]

Hi Chansm79, 

Thank you for getting in touch. 

Sorry to see you've been having some problems with your broadband. 

Can you confirm which hub you have?

When you lose connection what colour do the lights on your hub go?
Have you tried a pin hole factory reset? 

Look forward to hearing from you, 

[Rfarooq2019]

My postcode is LS8 3AH

For the past 10 weeks my internet has disconnected randomly and its getting worse.

I am sick and tired of this problem now as I work from home and I'm getting trouble  with my employer. I pay virgin for a service the I AM NOT GETTING. 

How is this acceptable? 

PLEASE RESOLVE THIS PROBLEM. As soon as my contract ends I'm switching.

To all new customers reading this... DO NOT JOIN Virgin Media. Customer service is shocking !!!!

This was first reported in May and I have not seen a single van in my area resolving this issue !!!! This is not a free service. We PAY YOU for this!!! 

I demand to k ow what is going on and when this is going to be resolved.

Everytime my internet disconnects the Hub loses its settings !!!!

[Emily_G]

Hello Rfarooq2019,

Thank you for your post and sorry you're having some broadband issues.

Looking into the back end of the account I can see there is currently a fault in the area which has the estimated fix date of 15/07/19 at 15:00. 

You may be able to see updates on this on our service status page here

Hope this helps, Emily.

[Rfarooq2019]

Well the 15th at 1500pm has now passed and my internet has been off for the last 1 hour. 

You are by far the worst provider I have ever been with. I'm now going to be adding a BT line into my property in order for me to work from home. 

Your DD is going to be cancelled and you will not get a single f##ing penny from me going forward. 

TO ANYONE READING THIS

DO NOT JOIN VIRGIN. THEY ARE A COMPLETE SH#T SHOW !

[Emily_G]

Thank you for the update and very sorry you're still experiencing some broadband issues.

I've checked the service status again for you and it looks like they've updated the estimated fix time to 25/07/19 at 1500.

Just so you're aware, if you have loss of service for longer than 48 hours you may be applicable for the automatic compensation scheme, there's more information on this here.

You can keep up to date on this fault through the service status page here.

If you'd still like to cancel your services you can contact the team to give your 30 days notice on 150/0345 454 1111 option 1, option 4 and then option 5. 

Thank you, Emily.

[Zauberer]

Hi,

Since few months I'm having the same issue.

In the beginning it wasn't sa bad, but it's getting worse and worse.

My Internet connection is dropped constantly and signal is very poor, I cannot use it in a different room...

The speed isn't the best as well.

I'm really tired of this issue, so please let me know what to do and contact me and solve it, please.

Thanks,

Matt