Hi All, Reading posts here I see many are having the same issue, I have been struggling recently to have a solid connection, even sitting next to my router connection drops and gets interrupted. I have upgraded the account to M350 but I get 3Mbps at most, very frustrating as I cannot even have online meeting without the connection dropping.
I did try once with the ethernet cable and the speed was up to 50Mbps, however as I am in a flatshare we cannot all use the cable and we are all on wifi. Can this be a router issue or more on the virgin side? I tried all their recommendations but haven't seen any improvement
To start with you need to use a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected to ensure that you are getting the correct speed to the Hub, can you do that please ?
It can be difficult diagnosing problems without some basic information.
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 Downstream Power Levels are far too low (Min - 6dBmV) and will require an engineer to put them right.
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.
Many thank for your help Mike, will try and give a call if i don't hear from anyone on this post for a few days. Juts a question on the offshore agent, will they still be able to sort (hopefully) the issue or does the engineer you mentioned need to come physically?