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Internet

My 200mb package is continually either very slow or intermittent causing the TV to buffer. I have tried many times all the advise on the website including factory reset but the speed is down to 26 Mbps, also the speed drops significantly during the speed test. Engineers came out a couple of months ago and could not find a fault, I am getting extremely frustrated with my optic fibre wired in (ethernet) Virgin broadband. I've been a customer since the early days of NTL but this is getting very near to the last straw! any advice would be appreciated, thanks

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Alessandro Volta
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Re: Internet

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 your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more 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.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then 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. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Forum Team
Forum Team
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Re: Internet

Hi HRW, 

Really sorry for the delay in getting back in touch, we have been busier then usual. 

I've had a look into this and I can see that you've spoken to the team who have provided a resolution. 

Do pop back if you need any further assistance. 

Thanks 

Emma_C - Forum Team
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