Virgin Media Community

[Taff7996]

We work from home and finding vidio conference calls keep dropping out.

Was advised to Upgraded from m100  to m350 ( kept original Hub3)  to create a more stable connection but still having trouble

[Adduxi]

Never, ever upgrade until the underlying fault it identified.

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Post your power levels and network log from the Hub and post a link to your shared BQM graph.

You could also try a factory reset, as below, on the Hub and do a speed test 

Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

[legacy1]

VM answer to everything throw more speed at it!

[David_Bn]

Good Afternoon @Taff7996, thanks for your post on our Community Forums, and a very warm welcome to you!

I've been able to look into your local area and can see that an area outage is currently present and has been present since 15/03/22 and to estimated to be fixed by 09:15am tomorrow

Can you please confirm when the upgrade on your account took place for me?

Kindest regards,

David_Bn

[Taff7996]

Hi, i made the upgrade on 4th February 2022.

This is my scan for 31 March - 1st April 2022

 

[Martin_N]

Hi Taff7996,

Thank you for your post. I'm sorry to hear about the issues you're having. 

I have checked our system and can see there is a reported SNR issue in the area. 

Here is the reference: F009702726. 

The estimated fix date: 04 APR 2022 13:15. 

^Martin

[Taff7996]

Spoiler

 

[Kath_F]

Hi Taff7996, 

Thanks for your post and coming back to us. 

Checking things this end I can see the fault has now cleared and been closed. Can you please reboot your hub and monitor things and let us know how you get on?

Thanks, 

[Taff7996]

 Still have intermittent conection

[Taff7996]