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fibre optic signal dropping 10 times a day


I'm a new VM customer for both TV + fibre optic and have subscriped to the oomph package, ie 500mb internet + Max TV. I have problems with my TV box (restarting or freezing channels) that i posted in the TV section.

I also have 2 issues with the fibre optic connection

1) I subscribed to the max advertised 500mb but never managed to measure more than 150mb when am lucky. In my office 2 floors up i have a v slow 10 to 50mb, clearly far far from the service sold.

2) On top of that fibre optic connection drops about  7 to 10 times a day and i have to disconnect and connect back again the wifi from my laptop to have it work again.

As im fully working from home these days, it's v annoying to see my work desktop remote connection lost 10 times a day.

Any help please?

Clearly not a happy start with VM to say the least

Thank you


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Alessandro Volta
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Re: fibre optic signal dropping 10 times a day

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 - 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.



Can you please

Type ( 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.

BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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