Virgin Media Community

[Dontread]

Hi all, 

I have been having issues with disconnects and low speed for some time. Can anyone help?

Thanks 

[Dontread]

 

[Dontread]

 

[Dontread]

 

[Dontread]

I am on 650mb service.

Thanks 

[Dontread]

Can support help at all?? 

[Dontread]

Ok so it's very selective who support decide to respond to and who they don't. What's the criteria? 

Jeez can't wait until my contract is up with you guys. 

[carl_pearce]

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@Dontread wrote:

Ok so it's very selective who support decide to respond to and who they don't. What's the criteria? 

Jeez can't wait until my contract is up with you guys. 

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People who don't keep bumping their thread usually get a response within 5 - 7 days.

[jbrennand · Accepted solution]

Lets see if we can help...

Firstly,

Firstly 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/Hub related?

What Hub model is it and what are the various Hub lights showing/doing when this happens?

Also the router stats are only partial - and unreadable (to me) would help if you could post them again as.. copy/paste unformatted text, 3 FULL sets of data onto here – 2 tables 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. If character limits are “exceeded” - just do two posts

And, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

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

[risc19]

From the partial data you have provided, I can see your down stream power levels on the 3.0 channels are too low.

They should be between -6 and 10 dBmV

You need an engineer.