Relocating VM Hub & Latency question

[nazuro]

Hello, I gather from reading the forum that I can pay a £25 fee for a Virgin Engineer to relocate the entry point to my house for the Virgin Media fibre cable.

However, I would like to keep the existing external entry point but just have a longer cable that is then drilled through an internal wall to a new location. Is this still within the remit of a Virgin engineer under the £25 callout fee? 

Secondly, I am alerted almost daily by my Unifi router that there is high latency / packet loss. Is this something Virgin can help diagnose please? What's the best step forward here. Thank you

 

[Adduxi]

AFAIK, the £25 will cover the additional cable needed.

As for the latency, try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Also Post the power levels, Pre and PostRS errors and network log from the Hub.

Setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

[Tudor]

Yes £25 will cover what you want done. Set up a BQM to show your latency.

Setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues

[nazuro]

Great, thank you both.

Tried the service fault number. It recognized my mobile device but it seems still associated with my previous postcode (I transferred my service 4 months ago!!!), and I don't have a virgin landline to enter. Nonetheless, i've been receiving these packet loss / latency alerts on average once or twice a day since I've been connected here.

Have set up the monitor - doesn't look too bad actually. This is for the last 24 hours. Note, my Unifi console most recently reported packet loss at Jan 9, 2024 9:40 PM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4335f1d8acc9549f7ad6d6fb1e06b4e472cdd6f3-10-01-2024

 Re the power levels, Pre and PostRS errors and network log from the Hub, hopefully this is what you're after:

EDIT: I'm not able to upload my error log, but it just consists of roughly once every other day of the following:

DHCP RENEW WARNING - Field invalid in response v2

No Ranging Response received - T3 time-out

Many thanks for your help

[nazuro]

Hello, is anyone able to help please? Should I log a ticket with Virgin Media somehow?

[John_GS]

Morning @nazuro 

Thanks for coming back to the thread.

I'll send you a PM now to assist further.