I've been trying to get through to VM all evening with no luck, it's infuriating me as there seems to be an issue in my local area, random packet loss and high pings >3000ms are occuring randomly, not consistent, sometimes it's fine for 20-30 miniutes then suddenly it drops out.
I thought it was an issue with the router but after a lot of messing about with tracert, pinging and speedtests (in between cutting out a switch and resetting the hub) I thought i'd ask a friend that lives in the next street, they are also having the same issue.
We are trying to report this to VM as the service status page keeps saying it's fine when it clearly is not, but they have now closed for the evening, leaving us all with a crappy connection trying to run the local power grid (WFH).
I don't really want to have to get a second connection just for reliability, but I've had to have 3 callouts in the past 11 months because of various issues with VM and i'm starting to get to the end of my tether with it. All good and well having 500Mb internet but it's useless if it's as stable as a 3 legged donkey.
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 …
Disable any VPNs that you have running.
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 'Live 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.
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, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.
Having exactly the same issues, engineer attended last week and confirmed it is high utilisation in the area.
I've tried speaking to the CS several times but the 2 hour wait times are ridiculous, the overseas technical faults call centre don't have a clue.
The engineer I spoke to rang the local network guy who was on shift, he also confirmed there's an issue and they don't know when it will be resolved. Recently there was a planned upgrade and outage, that obviously didn't work! They then pulled some cables through a couple of nights ago in the street, obviously adding another property to the network. Quite happy to add to the problem!
On hold currently with CS to get some kind of date but Virgin need to be compensating for this as it's a known issue.