I joined Virgin media last week friday and got sent a quick start package since the property I rented had a connection fitted before. I installed the router and got online ok, the thing is pretty much every day at seemingly random times (I haven't been able to establish a pattern yet) I get high ping and packet loss for periods of times between 10 to 45 minutes, the rest of the time it works ok. I noticed the wall socket I have is a bit loose from the wall and the plastic is partially broken, I have no way to open it to try and fix it and I think I might need an engineer visit for this.
There are no local issues on my area, either on the website or the phone number I saw some people suggest on other threads. Here are my BQM, downstream, upstream and I will follow up with logs:
I have to say though that after posting this thread, I managed to arrange for a technician to come over last week, he changed a bunch of stuff downstairs and said that there were some issues fixed, he connected the router but packet loss was still there, he then left and called a colleague of his, he mentioned that there were intermittent noise on the network and work would have to be done in my area to fix it.
On Tuesday (20/10) I called the local issues number to request text messages updates, later on I got a report of a fixed issue F008506450, but packet loss was happening again, on wednesday I called the technician to tell him this and he mentioned that no-one had notified him and, after speaking with some people, that the ticket had to be refreshed but the issue wasn't solved, he would call me if he got any further updates.
I don't know if you can provide any more help with this, but I'd appreciate if I got any ticket number or something that I can track/get an estimate with. The packet loss doesn't happen too often, but when it happens, I often get full disconnections due to high percentage of packet loss (I've seen up to 60%)
for reference here are the bqm of the last three days
If you mean by wifi, I have a computer in the next room and a couple of phones connected by wifi, the other pc in the same room is connected by ethernet cable. I assume you're talking about the wifi computer that is wall to wall with the hub, but I can't pass an ethernet cable through there. Regardless, I can only assume that you're talking about wireless signal bandwidth, the issues that I'm seeing are common to all devices, including my ethernet cable pc and the router itself I might be wrong but I think BQM pings the hub directly so it'd not reach any wifi issues.
I might be wrong or misunderstanding you here, but if you're talking about wifi, I was planning to move to modem mode and setup my own wifi router after all issues are resolved (I initially set this up and removed it to easier debug the packet loss issue). In any case, I'm not able to connect the other pc by ethernet I could try moving the hub further from the wall though.
Thanks for following Emma's advice here, once you've managed to move the HUB or connect a 3rd party router, please let us know if things start to improve. Or, if you still need help, please come back to us and we will be happy to help further.
I have received no communication at all from virgin media, could I get some kind of update or action plan for this? Otherwise if this is not solved or at least I'm informed of work being done, I'll be cancelling my services and trying my luck with another ISP, I need to work from home and this has been going on for a month now, since day 1. I need a stable internet connection.
To be perfectly clear: this is not an issue with my setup at home, this is something to do with your line (confirmed by the technician that was here weeks ago) So it's nothing to do with my wifi signal or wifi configuration (I'm connected by ethernet cable)
Please can you check what actions are being carried away to solve this?