Also, 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, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.
Then, set up a free “Broadband Quality Monitor” (see link) to continually monitor the state of your connection and record any 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. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture.
We need more information. Can you post some stats. Go to 192.168.0.1, do not log in, click on the link "Check Router Status". Copy and paste the Downstream, Upstream and Network Logs. Mask any public IP address.
You folks are not alone. Steve_s replied to a question I had a while back. Unfortunately nothing Steve_s suggested has worked. Not live chat, email, or calling, nothing. Been on hold for over an hour. Now given up. Hope you have better luck than me.
Apologies that my suggestions didn’t work, unfortunately because your issue is account related rather than an actual fault, you would have to speak to customer services regarding this and at present, the options I gave are the only ways to get through.
I do hope you manage to get this resolved soon. Please let me know if there’s anything else I can do to assist you.
Here to help! I'm a technician helping out whilst working from home. Find out more
It does, but images need to be approved before they can be displayed otherwise you can imagine what might get posted on here! I've approved all of them (and they are showing now) except for the network logs which contained your WAN MAC address and the BQM graphs as they had your WAN IP address displayed. If you can edit the pictures and remove these then they should be OK. Alternatively you can always copy and paste the logs into a normal post, the forum software edits out the MAC addresses, and post a link to the live BQM graphs which also removes the IP address from them.
Miraculously overnight after posting to the forum; guess what! My speeds have shot up to 50Mbps on download and good upload speeds. Not that I’m a sceptic about being dialled down or anything like that, but really.
Thank you to all who man the forum for your undeniable superb help and assistance, I’m back in the real world and can attend my online maths class tonight 😊