jbrennand
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Joined 16 years ago
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Re: Can I get an engineer to move my router? I'm new
See this _________ As its a new install, Call the Pre-installation and delivery team on 0800 052 1734 open 8:00am to 9:00pm Mon to Fri, and 8:00am to 6:00pm Sat and Sun. Tell them you are not happy with the positioning of the Hub and see if they will book a Tech install to reposition it. VM should be keen to help as you have 14 days post activation to cancel the whole contract and incur no costs whatsoever17Views1like1CommentRe: Moving a Virgin connection to a new part of the house
See this,,, ________________________________________ It will cost £25 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 and sort it for you - , but it can take a few days for them to get here.5Views0likes0CommentsRe: Moving router within the house.
Have you considered just running some Cat6a ethernet cable from the hub to your PC ? Youu can add in a good WAP to boost the wifi and provde multiple etherne connections. Not too difficult or expensive and also preserves all the downstairs connections11Views0likes0CommentsRe: Fluctuating speeds and ping while gaming on PS4
Lets see the hub data and see if we can spot anything untowards.... In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page. Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 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 the "submit" button again). If character limits are “exceeded” - just do two posts 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: Router install fail
Only thing you can try is to Call 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 number and see if they can sort you - or tell them you want a "tech install"18Views0likes0CommentsRe: Son moved to our old address
Is your account still active at the property? Perhaps it hasnt been cancelled properly yet and they think its still required. In any case... get the "old" account holder to call in and explain the situation. There "may" be genuine reasons why it cannot be reactivated - e.g. if VM have sold the capacity to another flat at the property and cannot add any extra in. Call and find out first - a VMperson should respond on here in a day ot two.18Views0likes0CommentsRe: iPhone and WiFi
There have been several threads over the last year or two on this with Apple kit connectivity - below is my collection of them - some have solutions that worked - so have a look through them and see if any sort you out. _______________________________________ APPLE CONNECTION ISSUES The setting that is critical on the Hub 3 is to have Wi-Fi Security set to WPA2-PSK this will ensure a fuss free connection with Apple kit. Change yours to that in the Hub settings - then save and restart ———————————————- After a MacOS/iOS update, it may auto-turn on Automatic Proxy Discovery for all Wi-Fi networks - so turn it off in network settings. In iOs go to Settings>WiFi> tap the blue”I” icon and scroll down and make sure Configure Proxy/‘ is set to off - also that Configure DNS and Configure IP are set to automatic =========== Check this... no connectivity on Apple kit may be a MAC filtering issue for Apple devices ___________________________ Also, are you running a VPN - if so turn it off and see if that helps - also disable “Private Relay” if thats switched on in your iCloud settings on the phone/mac. ____________________________ “LIMIT I.P. TRACKING” Switching this off solved the speeds issue here…. https://community.virginmedia.com/t5/Networking-and-WiFi/Wifi-slow-on-MacBook-Pro-but-fast-on-all-other-devices/m-p/5385539#M556440 __ Cant connect as password is incorrect on iPhone (& Andrex)……. this sorted it… https://community.virginmedia.com/t5/Networking-and-WiFi/Iphone-can-t-connect-to-Virgin-WIFI-Incorrect-Password-No-idea/td-p/5130799 Just moving SIM sorted it here https://community.virginmedia.com/t5/Networking-and-WiFi/Iphone6s-will-not-connect-to-internet-via-wifi-PCS-and-other/m-p/5155730#U51557302Views0likes0CommentsRe: Internet issues
Lets see the connection data - can you do this... ____________________________________ Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there. In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page. Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 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 the "submit" button again). If character limits are “exceeded” - just do two posts 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/quality15Views0likes2Comments