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sarah-harbour81
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Upgrading my equipment

Ive been having so much trouble with my broadband and my v6 boxes not working together i cant watch anything between boxes ive recorded i just keep getting please retry with code 401 yet after resetting everything with 100% signal on both boxes i still get same error and my broadband connection will only work on any device if your in the same room if you walk out the room even though it still have 100% signal strength you can not connect to the Internet as im paying so much for having virgin and it not working i wish to have an upgrade to my equipment as ive tried everything in the help section with no luck can someone help with getting an upgrade on my equipment please .

Thank you Sarah 

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Roger_Gooner
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Message 2 of 12
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Re: Upgrading my equipment

Is the V6 nearest your hub connected with an Ethernet cable? If not do so.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG108S 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Serena_C
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Message 3 of 12
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Re: Upgrading my equipment

Hi @sarah-harbour81,

 

Welcome back to our Community Help Forum 🙂

 

Thank you for your post regarding the issues you are experiencing with your V6 and your broadband, I am sorry to hear you are having problems with these services.

 

The TV error code V401 is usually related to loss of internet connection. How are your TV boxes connected to the hub? If it is via WiFi then this could be a local congestion issue. Have you checked virg.in/service for any local outages that may be causing this?

 

Are you able to connect the V6 box nearest to your Hub via ethernet cable?

 

Best wishes,

 

Serena

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sarah-harbour81
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Message 4 of 12
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Re: Upgrading my equipment

It is connected by ethernet cable

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Serena_C
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Message 5 of 12
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Re: Upgrading my equipment

Thanks for the clarification sarah-harbour81.

 

I believe the heart of the issue may lie with your broadband connection.

 

Please can you set up an Broadband Quality Monitor here https://www.thinkbroadband.com/broadband/monitoring/quality and share the graph as a post on here, thanks.

 

When was the last time you rebooted your Hub?

 

Serena

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sarah-harbour81
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Message 6 of 12
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Re: Upgrading my equipment

I couldn't do the broadband test as the link is full of adverts and no clear instructions how to do it 

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sarah-harbour81
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Re: Upgrading my equipment

Screenshot_20210527-132526_Chrome.jpg

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Zak_M
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Message 8 of 12
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Re: Upgrading my equipment

Thank you for coming back to us @sarah-harbour81 

 

If you follow the link provided previously and click "create a new monitor" and follow the instructions from there you will be able to set it up.

 

The speed doesn't seem to be the issue, however the connectivity dose, the broadband quality monitor will be able to indicate these issues. 

 

Kind regards,

Zak_M 

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sarah-harbour81
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Re: Upgrading my equipment

Screenshot_20210530-151523_Chrome.jpg

 graph 

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Ernie_C
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Message 10 of 12
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Re: Upgrading my equipment

I have rejected your image as it contains your external IP address.

Please re-submit it with this taken out.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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