Virgin Media Community

[chrisg931]

Hi,

We've been experiencing consistent drop outs over the last 3 weeks and with both of us working from home - it's not ideal. We've never had this problem before and we've been with VM for around 4 and a half years.

Any assistance would be GREATLY appreciated as we are running out of patience.

I called VM a couple of days ago and they told me that we needed to upgrade, which we did but the issue is still ongoing.

[jbrennand]

Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What are the various Hub lights showing/doing when this happens?

Have you check the Hub's i.p. address (google it) and compared it to the one in the BQM settings - are they the same? The addresses do change from time to time or VM send out refurbished Hubs that may have set one up previously

[chrisg931]

It appears to be on both wired and wireless connections.

The only light we ever have is the white power light on the bottom on the hub.

The IP is the same on Google as it is on the BQM. I've managed to sort out the BQM now, turns out I was trying to set up 2 - didn't realise I had already set up one!

I had a chat with someone from VM a couple of days ago on their web chat and he suggested it could be a faulty transmitter? 

Thanks for your quick response though

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[jbrennand]

A faulty transmitter of what ?

Odd - if there is a network connection issue that affects ethernet connection then usually the base power light flashes green. And does the wifi light not flash green either ?

Post up the BQM link to "share live graph".

Also lets look at the Hub stats....
__________________________________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

[chrisg931]

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/eca1da48bb4c4c152c60db8d435843a858052ca8"><img alt="My Broadband Ping - Virgin Media" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/eca1da48bb4c4c152c60db8d435843a858052ca8.png" /></a> 

There's the BQM

He didn't go into specifics about the transmitter, said he would pass me to the tech team but instead I just went through to the BOT that wanted me to reset the hub which we've done multiple times!

I'll reply with the hub logs when I can get to the router

Thanks!

[lotharmat]

Well so far that BQM looks like a real dog's breakfast!!!

Definitely a problem!

[chrisg931]

Yeah, when I saw yours I thought that something wasn't right!

I can't see the BQM in the link that I put on my reply for some reason - not sure what happened there

[lotharmat]

I just tend to paste the 'direct link' after clicking share live graph.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eca1da48bb4c4c152c60db8d435843a858...

[jbrennand]

Post the link to "share live graph" from under the BQM on the website