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SpridacheR
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Slow broadband at times inexistent

Hi, 

I am having problems with my broadband, the speed is very slow most of time, to the point of being unable to watch a youtube video, and sometimes there is no internet at all. The help page on the main website is not really helping.

Thank you.

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jbrennand
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Re: Slow broadband at times inexistent

Is it the same when using a device connected on ethernet cable - or just on wifi ?

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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SpridacheR
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Re: Slow broadband at times inexistent

Can't tell, never used the ethernet cable, just wifi. But it does happens on all the devices. 

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jbrennand
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Re: Slow broadband at times inexistent

Can you try it with the cable - we are trying to ascertain whether its a connection issue or just a wifi one. Report back.

In the meantime try the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level.

Then try this

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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