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Problems since service install 3 months ago

hi all,

Virgin installed my internet in NW3 (London) three months ago. I’ve had intermittent service since installation. No service at all or slow service. There has been periods where it’s worked well, usually for a few days. 

I’ve had two engineer visits. The first time they replaced the router - signal was good and no noise on the line. After that I was told they had to do something at their end to improve the service. It was never resolved. Each time I checked, complex problem please be patient and bare with us.

Six weeks later I lost my service completely for 2 weeks. They sent an engineer. He said it was a noise blocker in the cabinet. He removed it and it was restored immediately with a good service.

Three days letter my service is still working but now I’m getting around 3mbs download speed (I subscribe to 350). It’s been like this several days now.

Ready to cancel and move on. Three months and never had a working service.


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Alessandro Volta
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Re: Problems since service install 3 months ago

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 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 …


Can you set up a Broadband Quality Monitor (BQM) at - 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 ( 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 and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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