jbrennand
Very Insightful Person
Joined 16 years ago
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Re: Wall socket relocation
Try this... ______ There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent. If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best. You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all. FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.Re: WiFi Pod not reconnecting
If its not sorted - try the equipment activation number on - 0800 953 9500 (follow options) and check with them. You will need to hand, the Model numbers, serial numbers/MAC addresses off the barcode stickers of all pieces of kit (photo the stickers) and also your account number3Views0likes0CommentsRe: No connection since Saturday morning
Is it still a problem? See this... __________________________ Check first for any “known network faults in your location - Look in 2 places... 1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status) 2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level. The "compensation "timer" can also be started on this number if appropriate. Faults may not be listed on the Area Status web page. Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country. So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you. If nothing shows on those, try calling it in as a fault - free on 150 (VM line) or 0345 454 1111 others (national rate). See what they say when they test your connection. If they say it’s a known fault, get a fault reference number. Or, a VM person should pick this thread up and be able to help but it can take a few days. https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know https://www.virginmedia.com/help/automatic-compensation https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automatic-compensation.html9Views0likes0CommentsRe: Intermittent Connection Issues
Up power levels are high - all at the top of the max range level. and need looking at with a Tech visit - call it in as a fault. Also - change your ethernet cable to a new Cat6a one - they can fail with age. Also - If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK https://www.thinkbroadband.com/broadband/monitoring/quality13Views0likes0CommentsRe: after restoring the internet, the indicator on the router lights up red
What connection issues are you experiencing? Are there any issues known at your location - call the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.8Views0likes0CommentsRe: Isnt the phone support against the GDPR?
Try this... _________ There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent. If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best. You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all. FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.22Views0likes0CommentsRe: Bandwidth being restricted
Sounds like your devices are getting stuck on the slower 2.4 GHz band and should be on the 5 5GHz one. Have a read through this old post of mine have a look to see if thats the case \_____________________________ If you haven't done this already - try it first - it helps sort some Hub3/4/5 wifi issues for some devices. Go into the Hub’s settings. Type in http://192.168.0.1 into your web browser’s url box and login with settings password on the Hub's base sticker (or your own if you changed it). Then in Advanced>wireless signal >smart wifi - tick the disable “channel optimisation” box or the“Smart Wifi” box and save settings. May be different pathways and wording on the 3 Hub types Then, go to advanced>wireless signal>security, rename the 2.4 & 5 GHz network ssid's. Just type over to change 'em to whatever you like and something that will differentiate them (e.g - Billybob_2 & Billybob_5) Try to avoid spaces and periods in the SSID names as they can cause issues with certain devices. Use the same password for simplicity, Then, apply settings and restart the Hub. Your 2 wifi networks will now be clearly separated - and you can then select the network you want each device to connect to… individually from the "available networks" list on each of your devices. Note all your wifi devices will need re-connecting to the new SSID's and passwords. All things being equal, 5 GHz is always better/faster and subject to less congestion/interference (and is better for iDevice speeds than the 2.4 one - although the 2.4 one has the better "range" and will be needed when the 5 GHz drops out of range and some older/cheaper/dumber or “specialised” devices can only use this one. You should also use a wifi analyser App (or Airport Utility on iOS) to check which 2.4 channels are being heavily used around you and move yours to one of numbers 1,6,11 that is least so, but it wont help if there is other interference. See if these changes help - you will lose any “seamless roaming” benefits but it may not matter and you can always change the settings back by doing a " pinhole factory reset " if you prefer the way it was - or it doesn’t help. The final solution. that many of us on here adopted many years ago, is to stick the Hub3 into modem only mode and get your own higher quality wireless router - decent ones start at ~£40.12Views0likes1CommentRe: SYNC timeouts - Degrading service, 20-30 drops a day... HELP!
horrible stats but you re missing the 2 powerlevels tables.....so... Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, Do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends. Also check that the internal wiring is ok with no kinking, chaffing or dog chews etc. Also, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then, switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort. Also check the Upstream QAM’s are all at 64 Post up the full dataset again - – 2 tables in the Downstream tab, the 2 in the Upstream tab, & the Network Logs pages. 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 Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK https://www.thinkbroadband.com/broadband/monitoring/quality10Views0likes1Comment