Virgin Media Community

[jaimes72]

Hi Virgin

I currently have M100 Fibre Broadband and for the past week+, it has become unusable. Simple websites and emails are not loading and I am having to use mobile data inside my own house.

Here is a speed test for this morning (10am Monday) - the lowest download speed I have had is 0.4Mbps & often Speedtest will not even connect.

Even trying to post this has taken longer than expected.

Prior, the internet was fine and this is not a router/Wifi reception issue - as I have tried this in multiple rooms. Factory resetting the router has made no difference & the websites diagnostic page is claiming there are no local area issues.

Any advice would be appreciated as this is incredibly frustrating.

[jaimes72]

Re-providing a recent speedtest taken also not at peak time

[Adduxi]

Check with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Also post your power levels and network log for comment.  Setup a BQM here to monitor your circuit.  www.thinkbroadband.com/ping

Note speed tests need to be done wired directly to the Hub, VM do not recognise wifi tests.

[Paulina_Z]

Hi @jaimes72,

Welcome back to our Community Forums! Thank you for your post, and I'm sorry to hear that you're unhappy with your speeds at the moment, and are experiencing some ongoing issues! I can understand that this must be quite frustrating.

I was able to locate your account, and run some basic checks. I cannot see any issues on our systems at the moment. How has your connection been since your post on Monday?

Please keep us updated so we can assist further.

Thank you.

[jaimes72]

Thanks for your response

I would say the internet has been intermittent - over the past week it has varied between running well (as it is at the moment) to dropping to unusable levels without any reason or warning at any time of the day.

[Ayisha_B]

Thanks for the update @jaimes72

Just ran another check and everything is how it should be this end. 

Do continue to monitor things and let us know if things change.

Have a lovely weekend!

[jaimes72]

Another update as this morning has been a nightmare trying to work/send a simple email.

As of yet, I have had no change, with this morning being unable to connect for an hour.

During the evenings, my phone will tend to connect to mobile data as it is finding the wifi connection too weak, despite me literally sitting next to the router.

Any advice?

[Hayley_S]

Hello @jaimes72,

I have checked again and I can not see any known issues that could be causing this.

Please can you try doing a pinhole reset? Let me know how this goes.

Many thanks,

[jaimes72]

Internet today has been slow today and cutting out (but just about working) - I have pin resetted the router again today (not the first time), which has not made any noticeable difference to speeds - as shown here - which is far below the expected 100Mbps.

Here is a phone screenshot of how my phone reacts to the WiFi when sitting next to the router - as a result mine and my partners data usage has skyrocketed, as our devices tend to use the mobile data.

Can anyone provide any other advice or assistance? This is very frustrating

[Paulina_Z]

Hi @jaimes72,

Thank you for coming back to us and for updating us on your ongoing issue.

I've taken another look at your account, and I can see some upstream power level issues. Your upstream levels are out of spec and could be causing your connection issues. As we're unable to resolve this remotely, in order to have this looked into further, we will need to arrange for a technician visit. 

In order to do this, I will send you a Private Message to confirm some details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.