Since Friday afternoon I've had terrible internet in Hackney London. M100 with an Ethernet cable.
Consistent packet loss makes playing games and streaming impossible and the general speed is less than 1/10th to what I usually get.
I've tried all the usual suspects such as a new wire, factory resetting my SuperHub 3, trying wifi instead, modem mode, simply waiting over the weekend... Nothing has worked and I'm still getting consistent packet loss and terribly slow speeds.
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.
Your >> BQM << is showing area / external lines problems and in my opinion needs a VM input to get things fixed.
You can contact VM to report the problem using ...
Text service on 07533051809
150 from Virgin landline.
0345 454 1111 from any other UK phone.
The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.
Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.
Thanks for the assist at any rate, I'm sure VM are pretty busy with corona and general internet usage being really high. I just wish they could more easily pick up faults like this, I had to call several times before they saw something was wrong.
Sorry to hear about the problems you're having with your connection. I'd like to help get things sorted, but was unable to do so using your forum details alone on this occasion - so I'll get in touch via PM instead and hope to hear back from you soon.
Thanks for getting back to me vikardomilos, I'm glad to hear a tech-visit has already been arranged. Please keep us posted with the outcome of that, or let us know if there's anything else we can help with in the meantime.