I'm getting rather frustrated with the customer service at virgin. I've been having issues with my Internet since July. Originally the Internet was intermittent and would drop every day at the same times of the day. Customer service said no issues or faults in the area, after doing some tests on the phone and engineer was booked to come out.
A week and a half later the engineer came out. Found no issues with any of my connections. But apparently now there was a issue in the area!
Since then I've still had issues every day from 11am until around 4pm my Internet goes from 220mbs upload to just 20! And 60 through an ethernet cable.
What is going on here!! Customer service aren't helpful at all and have sent me on to ofcom! Not helpful when I'm trying to work from home.
It can be difficult diagnosing problems without some basic information.
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 the area. Be aware that it isn't a manned line.
Go round all the accessible co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some troubleshooting; to start with …
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 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.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.