Virgin Media Community

[Zak_M]

Thank you for coming back to us, 

Do let us know how things get on. 

Kind Regards,

Zak_M

[JustJaneP]

Update -

We've disconnected the WiFi extender and also undid the inside wall cable connector and did back up. Not redone outside cable connection as yet (sons!!!)

At the moment speed is back up to 200mb - realised I should have checked at each stage to be clearer on what might have caused it. Other son away working so need him back  to set extender back up.

Tho we have been here before where speed is temporarily ok.  Can we keep this open for a few days and I update you if it degrades again?

Jane

[Zak_M · Accepted solution]

Glad to hear things are looking to of improved a little. 

We don't close down any of our threads, if there continues to be issues then please do pop back to us on here. 

Kind regards,

Zak_M

[JustJaneP · Accepted solution]

Spoke to soon

Speed gone back to 1mb.  Have done full reset and things got very confused - seemed to have two hubs at one point! . Have checked outside cable now. 

And starting to despair ☹️

[Beth_G]

Hi Jane,

Thanks for letting us know - I'm sorry to hear the issues are still persisting. 

I've checked the back end of your services for you again and we are still unable to see any issues. Would you please try setting up something called a broadband quality monitor and post the link to the graph here so we can monitor your broadband performance in a different light? You'll need to have the graph running for at least 24 hours before we can get a clear picture of how your broadband service is behaving.

Many thanks,

Beth

[JustJaneP]

Have had BQM running for several days already. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e5c0be29fca2002b9e0aa8dbeabcb5aa92a1e797

[Beth_G]

That's great Jane, thank you.

Wow! That is a bit of a mess isn't it. In that case we'll be able to arrange an engineer visit for you so this can be looked into. Would you be happy for me to book you in for a visit now?

Thanks,

Beth

[JustJaneP]

Yes please!!  The only time I can't do is the 27th between 1:30 and 3

But hoping it will be sooner 🤞

[Beth_G]

Thanks Jane.

I've arranged a visit for you now - we can't confirm the appointment time slots publicly for security reasons, however to view your appointment time slot, please sign into your My Virgin Media account. The appointment time slot can also be rearranged from there if needed.

Let us know how the appointment goes and if you need anything else from us!

Beth

[JustJaneP]

Many thanks