Menu
Reply
Getting_out
  • 16
  • 0
  • 0
Tuning in
581 Views
Message 1 of 9
Flag for a moderator

Broadband intermittent

For the last 24 hours my broadband has been widely intermittent. I literally just ran a test and got 10.1Mbps when I got 189.2Mbps 10 minutes ago.

It's made streaming media impossible.

I've gone through Virgin "chat help" but the Bots were a complete waste of time.

Absolutely nothing has changed in my set up.

I've reset the hub but no difference.

Does anyone know the best way to resolve this as trying to talk to a real person at Virgin appears near impossible!

Thanks in advance.

 

0 Kudos
Reply
Getting_out
  • 16
  • 0
  • 0
Tuning in
575 Views
Message 2 of 9
Flag for a moderator

Re: Broadband intermittent

Just an addition to the above. I connected my computer to the hub and the speed was fast and consistent. I assume the hub WiFi is the issue.

How do I go about getting a replacement?

 

Tags (1)
0 Kudos
Reply
Adduxi
  • 5.85K
  • 484
  • 1.48K
Very Insightful Person
Very Insightful Person
552 Views
Message 3 of 9
Flag for a moderator

Re: Broadband intermittent

You may need to split the WiFi SSID, e.g. add -2 and -5 to the end of the name.  Also turn off Smart Optimisation for the WiFi.  This way you can manually connect your devices to the appropriate WiFi band and channel.  Use a WiFi analyser from Google Play Store to check your WiFI environment for best channels etc.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Getting_out
  • 16
  • 0
  • 0
Tuning in
549 Views
Message 4 of 9
Flag for a moderator

Re: Broadband intermittent

Thanks for the reply but I've already done that.

The 5ghz band is working fine but the 2.4ghz is all over the place. 

This is not a new set up. Nothing in my environment has changed. I'm in a detached building with no new electronics. Both bands were working fine up to last week and have been for months.

I am waiting for Virgin tech to ring me back but I can only conclude it is a faulty router.

0 Kudos
Reply
conman33158
  • 1.68K
  • 134
  • 364
Super solver
538 Views
Message 5 of 9
Flag for a moderator

Re: Broadband intermittent

When you say you reset the Hub did you do a software reset via the browser dashboard or a pinhole reset from the rear of the Hub? Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 10-15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection. 

***********************************************************************************************************************************
BT Full Fibre 900 FTTP - Asus RT-AX82U to Openreach ONT Box & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
0 Kudos
Reply
Getting_out
  • 16
  • 0
  • 0
Tuning in
534 Views
Message 6 of 9
Flag for a moderator

Re: Broadband intermittent

I did a pinhole reset. The Virgin first level support, who I spoke to, also did a remote reset but neither made any difference.

0 Kudos
Reply
Hayley_S
  • 3.9K
  • 129
  • 253
Forum Team (Retired)
Forum Team (Retired)
472 Views
Message 7 of 9
Flag for a moderator

Re: Broadband intermittent

Hello @Getting_out.

 

Welcome back to the community page, thank you for posting on here.

 

I am sorry for the intermittent broadband that you have been having recently.

 

I was able to locate your account using your forums details, I can see that you have many devices connected to your Wi-Fi connection, can you try connecting some of these to your wired connection for me? Wired connection is more stable and usually has higher speeds for devices like a gaming console or a TV device.

 

Please let me know how it goes.

 

Many thanks,

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Getting_out
  • 16
  • 0
  • 0
Tuning in
470 Views
Message 8 of 9
Flag for a moderator

Re: Broadband intermittent

Thanks Haley but I have an engineer due to arrive in the next 2 hours.

Just for information, I have already tried connecting via ethernet and that does work. I have a mix of new and older tech. The new tech is working fine on the 5ghz band, it is only the older tech that uses the 2.4ghz band where I am having issues.

It's now not even that intermittent! The 2.4ghz band is rarely achieving more than 1mps.

Hopefully the engineer will identify the problem.

 

0 Kudos
Reply
Hayley_S
  • 3.9K
  • 129
  • 253
Forum Team (Retired)
Forum Team (Retired)
469 Views
Message 9 of 9
Flag for a moderator

Re: Broadband intermittent

Thank you for this update @Getting_out.

 

Please do keep us updated on how the engineer visit goes 🙂

 

I do hope this helps.

 

Thanks,

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply