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Service status in London SW11

Experiencing intermittent service for some days now in London SW11 with no known issue on Virgin website or ability to contact. Also have the new Hub4, whereby test aren’t available. Very frustrating! High price and poor service and zero customer care...

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Alessandro Volta
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Re: Service status in London SW11

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 …

 

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.

Then

 

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 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.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Service status in London SW11

Hi, thank you for inputs and advice...

I called the number and there are no known issue in my area.

I activated the BQM and will have some charts later on.

I have logged into the hub but get blank white page on the Router Status and a "your home network has a few problems" message if I run the Network Diagnostic Tool..

Still getting intermittent wi-fi...

Not sure what to do next...

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Re: Service status in London SW11

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Re: Service status in London SW11

Hi tsanzin,

 

Thanks for posting and welcome to our community 🙂

 

Sorry to see you're having some issues with the connection, I've been able to locate your account using your forum details and can see there is a planned outage today, the service may be intermittent whilst this work is being completed.

 

If you can please check things tomorrow and keep us posted with how things are.

 

Alex_Rm

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