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intermittent service

hello

i need some help please. i have an intermittent connnection. my bro is an IT person and he had a look. he connected my hub via ethernet to my laptop and no broadband. then it connected. then it was limited. then it disconnected again. wifi is the same. sometimes you can connect. sometimes you cant. when he got connected he ran a speed test and i was getting 2. i pay for 100! this is the second hub thats been sent out. so an engineer is required but the call centres are closed. 

any help appreciated

thanks 

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Alessandro Volta
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Re: intermittent service

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: intermittent service

hi

the likelihood of having a signal long enough to set that up is slim to non existent. can you run tests from your end to see? or do you not work for virgin?

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Re: intermittent service

Hi there @Geordie81 

 

Welcome to the community and thank you for your post. Apologies for the delay in response and to hear you've had issues with your broadband. 

 

How has it been since? Are you still having the same issues? 

 

Let me know and we'll go from there 🙂 

 

Thanks, 

 

 

Hollie - Forum Team


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