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Intermittent picture breakup and sound loss

Tuning in

In spite of four engineer's visits over the past two years, I am still getting unacceptable intermittent picture breakup (evidence recorded on box & videoed with phone) along with occasional sound loss. I have now written directly to Virgin and stated my dissatisfaction as they seem unable to deal with this chronic problem.


Forum Team (Retired)
Forum Team (Retired)

Hi john-mu,

Thanks for your post and welcome back to the community.

So sorry to hear that you're experiencing issues woth your service, currently from checking I can't currently seem to find any readings that would attribute to such an issue with the Hub.

Could you please let me know what the team has done so far to address the issue? Additionally, have there been any recent area faults?

Also are you able to post any network logs? How to do this;
• Please go to (or - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc
Give it some time to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum for us to review the issues. 

Please keep us updated.