yet again Virgin Media your services are getting below par, our broadband keeps dropping out specially at night times of late, we are on the m500 fibre broadband ultimate Oomph bundle your lightning fast top fibre broadband service you say in black and white on your website sorry to say there is NO Oomph with our service we are paying you; top money for ,engineer yet again came out to us on monday. morning when we phone yous up on thursday -friday about the problem and yet again you have broken your promise when we should have got next day engineer to come out. anyway the engineer messed about with the router ,done some changes, checked all the cable connections, and cable no problems there. was almost working ok on monday till the night time same thing happens and the same tonight. but virgin not happy breaking our broadband but also our mobile phone service and landline. i think its time now for us to start thinking of ending our contract with yous
the amount of times we get told by all the pathetic call centre ops ,engineers etc etc that the problem is fix and won't happen again
It's not "great". Can you do this - you haven't given any details of your equipment - so... ___________________
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” - but, 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 there firmly for 60 seconds – release the pin then leave the Hub 10’ to stabilise.
Also, post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon at top right (SH2’s) or text at bottom-middle of first page up (Hub3) and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.
-------------------- John --------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.