on 06-12-2021 10:17
Hi,
There was scheduled upgrade work in my area last Tuesday. Since Thursday morning at 10am, my connection has been unusable - downstream bandwidth is absolutely fine, but outbound packets just don't make it, so I end up with speed tests showing 550Mbps down, 0 (or sometimes 0.01)Mbps up. My Hub 4 is in modem mode, and my router (an Asus RT-AC3200) shows that it's losing wan every few minutes. I work from home and spend all day on zoom meetings, which has been unusable.
The Virgin site says there's no problem until I actually run a test, after which time it says there's a fault in my area, but with no indication of when it will be fixed. The telephone service checker is similarly vague.
Here's my BQN, and I'll follow in a second post with modem status as it made my word count too high for this post:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/1ddc5791697067952636dd52330f4d8e6f860864
Could someone from VM look into this for me please? I'd really love to know 1) when this will be fixed and 2) that the system has logged my fault for the purposes of refunding me until it is (because everytime I go into my virgin media, it claims everything is fine). Thanks!
Answered! Go to Answer
on 06-12-2021 10:53
on 06-12-2021 10:18
on 06-12-2021 10:26
on 06-12-2021 10:28
on 06-12-2021 10:41
Usually 24 Hrs to see anything meaningful for the BQM
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on 06-12-2021 10:53
on 06-12-2021 12:14
on 06-12-2021 12:19
06-12-2021 12:27 - edited 06-12-2021 12:28
If you have FTTP then you will possibly have a white box, but in any case you will have a mains connection other than the hub or TV box.
Check with Area faults on www.virginmedia.com/servicechecker or 0800 561 0061 If you have a VM landline 150
If no faults found:
Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.
on 08-12-2021 18:21
Thanks for your post and welcome to the Community Forums, peejay1,
Sorry to hear that you have been having connection issues. How has things been since your post?
I have run a remote diagnostic and have not been able to identify any issues with your connection.
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
Let us know if you need any further help.
Cheers,
Corey C