Virgin Media Community

[-tony-]

then post some facts - which modem - that should be SH do you have

are your problems wired or wireless - always test wired 

log into superhub - 192.168.0.1 - DON'T SIGN IN, click router status [top right] - and post the downstream and upstream figures

[ih8Viiiiiirgiin]

This is an external issue, the SH is unable to connect to Virgin's network! (and it has just happened 20 minutes ago, for the 4th time today....)

[ih8Viiiiiirgiin]

I think this is more than a reason to be upset with them! We are just about to change providers now!

[-tony-]

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ih8Viiiiiirgiin wrote:

This is an external issue, the SH is unable to connect to Virgin's network! (and it has just happened 20 minutes ago, for the 4th time today....)

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unless you are a tech how can you know that - high powerlevels can cause that for example - if it is that then a tech visit would resolve it - but up to you - help is here if you want it 

[ih8Viiiiiirgiin]

We have been asking Virgin for a long time now to try, and possibly resolve this issue. No one visited, yet.

[-tony-]

no one will if you dont book a tech - depends who you talk to - offshore make it up as they go - VM here will try and sort it but they need input from you - they simply will not book a tech visit because you say its crap - they want facts - i asked for some above - post the levels from the SH and the network log - thats the start point - say if the issue is wired or wireless or both

tick some boxes and users here wil help - in a week or so VM will get to the thread and add there opinion - if its obvious you need a tech visit they will arrange it

[ih8Viiiiiirgiin]

We have called them multiple times now, to no avail. The connection is unreliable, what more facts are needed? They are simply refusing to even try to resolve it.

[-tony-]

let me spell it out - the levels on the SH can affect the quaility of the service - there is a range to the settings - outside that range and you have problems - you need a tech to sort it if thats the problem - level one support may or may not look at them - if they do they may or may not understand them - they have a belief that everything is wonderful in the world of VM and all problems are the users 

so post the upstream and downstream levels

what other facts - its unreliable - what does that mean - wired or wireless - if its wireless then that your problem not VM's - they sell internet access to the modem WIRED - they provide wifi via the SH - if it works - great - if not - you solve it or come here and ask users [like me] for help

again a fact - which SH do you have

saying its crap or unreliable is meaningless - you want help or you dont - post facts and you will get help/input - continue down the route of VM are crap and you will get little to no input 

[ih8Viiiiiirgiin]

Let me get back to you on that. I need to reconfigure the modem to access the logs. (Now it is in modem-only mode, and not acting as a router, there is a TP-Link, which is handling the distribution of the signal.)

[-tony-]

just go to 192.168.100.1 and the values are there - button top right if its a SH 1 2 or 3 - no need to log in - no need to go to router mode