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wedgiea
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Network keeps dropping - how do I get help?

I have had ongoing issues for months with my Network dropping and being slow. This is with TIVO on demand (virgin paid for films), ethernet connections and wifi. I was first given a new Hub 3.0 to try and fix this, and duped into a new 12 month contract despite assurances to the contrary, followed by a wifi booster but no change. Eventually an engineer attended and found a problem in the street, a second engineer was sent to fix it and despite his cheery assurances, no change. The latest proposed solution is a new CAT6 cable to the Tivo and another Wifi Booster. Can anyone recommend the best way of contacting Virgin that will get me directly to a team that will take this seriously.

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jbrennand
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Re: Network keeps dropping - how do I get help?

Do you mean Tivo - or is it a V6 ?

First do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends – disconnect then and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a 60 second Hub “pinhole reset” with the Hub "switched on" throughout – release pin and leave 10’ to stabilise.

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. 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] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. 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 a second time).

Also, in the meantime. Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - 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 an hour or two to start seeing a sensible picture.

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

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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