virgin media broadband

I've been having problems with virgin media broadband losing connection with the Internet several times within a day. I've been with them for a couple of months and to be honest i had no problems within the first two weeks, but since then I've been losing connection as often as every 10mins!

i called them up everyday since the problem occurred and they sent 2 seperate engineers to fix it. Both the engineers made up 2 different reasons as to why i kept losing connection to the Internet and claimed it won't happen again.... as soon as they left i lost connection again.

has anyone else been having the same problems and have you found a solution to fix this?

can't even play a game of cod or fifa online because i lose connection halfway through the games

23 Comments

I can have days of the same problem with them and then a month okay service. I've given up contacting them for a fix as they ain't got a clue.

Phone them, explain the situation, mention they failed to resolve it twice and claim to be leaving - they've breached the contract to provide any service.

Just to add I got 10 quid discount per month as they couldn't fix my problem.

Post your router stats such as power levels and ill take a look

I had a similar problem with Virgin, Fifa games cutting out midgame and getting default loss, I think I had more games disconnect than I managed to finish. I was also getting 200-300 pings during evenings so trying to play games online was kinda pointless. I had an engineer sent out twice, 2 new routers but the problem continued, I gave up on them in the end and changed broadband providers, not had any problems since.

I had a similar problem. I solved it by putting my PS4 in a dmz changing the wifi channel to one that wasn't congested. Only using 5g and adjusting the mtu slightly. So far so good. I did have a problem also that there were too many people subscribed in my area so until they upgraded the cabinet I was only getting 1mb as opposed to 300mb

Original Poster

Alethia

Phone them, explain the situation, mention they failed to resolve it … Phone them, explain the situation, mention they failed to resolve it twice and claim to be leaving - they've breached the contract to provide any service.



will phone them again tomorrow, how easy is it to leave without paying the cancellation fee?

Original Poster

orangebastage

Just to add I got 10 quid discount per month as they couldn't fix my … Just to add I got 10 quid discount per month as they couldn't fix my problem.



​will resort to that if they charge me a cancellation fee

Original Poster

gpawan

Post your router stats such as power levels and ill take a look



do you mean my upload and download speeds? if not,​how do i check that?

Original Poster

JackBauer

I had a similar problem with Virgin, Fifa games cutting out midgame and … I had a similar problem with Virgin, Fifa games cutting out midgame and getting default loss, I think I had more games disconnect than I managed to finish. I was also getting 200-300 pings during evenings so trying to play games online was kinda pointless. I had an engineer sent out twice, 2 new routers but the problem continued, I gave up on them in the end and changed broadband providers, not had any problems since.



​did u leave at the end of your contract? , if not did you have to pay a cancellation fee? thanks

Original Poster

barrel24

I had a similar problem. I solved it by putting my PS4 in a dmz changing … I had a similar problem. I solved it by putting my PS4 in a dmz changing the wifi channel to one that wasn't congested. Only using 5g and adjusting the mtu slightly. So far so good. I did have a problem also that there were too many people subscribed in my area so until they upgraded the cabinet I was only getting 1mb as opposed to 300mb



​how would i go about doing this? thanks

lampard123

do you mean my upload and download speeds? if not,​how do i check that?



No, go to this and post your results
Follow this guide:
digitalvertigo.co.uk/for…219

I had a similar problem, my virgin was cutting out every 51/52mins on the dot. I could predict it. Try and pay attention to see if it's that fixed of a pattern.

The engineer admitted it was a known fault with the SuperHub3. I made me case for getting a superhub 4 and that instantly solved the problem.

Ps. It wasn't any device specifically, just everything that was on the wifi
Edited by: "gjgbarclay" 12th Jan

What is losing connection? Just the console? or every device. Do all of the devices lose the connection at the same time?

I've been losing connection as well, thought it was just me, sounds like a larger network issue. If it keeps going on I'll be looking for a discount.

I had this problem too. Solved it by buying Asus router and leaving the vm router in modem mode. Works so much better.

Wow... when has this started? My VM connection was fine last night...

Original Poster

sBech

What is losing connection? Just the console? or every device. Do all of … What is losing connection? Just the console? or every device. Do all of the devices lose the connection at the same time?



​every device, the router will have flashing green lights to show the Internet went

Original Poster

gpawan

No, go to this and post your resultsFollow this … No, go to this and post your resultsFollow this guide:http://www.digitalvertigo.co.uk/forum/index.php?showtopic=37219




Downstream bonded channels
Channel Frequency(Hz) Power (dBmV) SNR(dB) Modulation Channel ID
1 298750000 -8 35.5 256 qam 13
2 322750000 -6.7 35.7 256 qam 16
3 314750000 -7.2 35.5 256 qam 15
4 306750000 -7.7 35.7 256 qam 14
5 290750000 -8 35.7 256 qam 12
6 282750000 -8.4 35.5 256 qam 11
7 274750000 -8.5 35.7 256 qam 10
8 266750000 -8.4 35.7 256 qam 9
9 258750000 -8 35.7 256 qam 8
10 250750000 -7.7 35.5 256 qam 7
11 242750000 -8 35.7 256 qam 6
12 234750000 -8.5 35.7 256 qam 5
13 226750000 -9.4 35.5 256 qam 4
14 218750000 -9.9 35.7 256 qam 3
15 210750000 -10.2 35.5 256 qam 2
16 202750000 -10 35.5 256 qam 1

lampard123

Downstream bonded channelsChannel Frequency(Hz) Power … Downstream bonded channelsChannel Frequency(Hz) Power (dBmV) SNR(dB) Modulation Channel ID1 298750000 -8 35.5 256 qam 132 322750000 -6.7 35.7 256 qam 163 314750000 -7.2 35.5 256 qam 154 306750000 -7.7 35.7 256 qam 145 290750000 -8 35.7 256 qam 126 282750000 -8.4 35.5 256 qam 117 274750000 -8.5 35.7 256 qam 108 266750000 -8.4 35.7 256 qam 99 258750000 -8 35.7 256 qam 810 250750000 -7.7 35.5 256 qam 711 242750000 -8 35.7 256 qam 612 234750000 -8.5 35.7 256 qam 513 226750000 -9.4 35.5 256 qam 414 218750000 -9.9 35.7 256 qam 315 210750000 -10.2 35.5 256 qam 216 202750000 -10 35.5 256 qam 1


Your S/N ratio are above 34db seems ok ,have you tried the upstream to see if your power levels are between 31 to 54dbmv.

Original Poster

morrig

Your S/N ratio are above 34db seems ok ,have you tried the upstream to … Your S/N ratio are above 34db seems ok ,have you tried the upstream to see if your power levels are between 31 to 54dbmv.



yep it says 40

lampard123

Downstream bonded channelsChannel Frequency(Hz) Power … Downstream bonded channelsChannel Frequency(Hz) Power (dBmV) SNR(dB) Modulation Channel ID1 298750000 -8 35.5 256 qam 132 322750000 -6.7 35.7 256 qam 163 314750000 -7.2 35.5 256 qam 154 306750000 -7.7 35.7 256 qam 145 290750000 -8 35.7 256 qam 126 282750000 -8.4 35.5 256 qam 117 274750000 -8.5 35.7 256 qam 108 266750000 -8.4 35.7 256 qam 99 258750000 -8 35.7 256 qam 810 250750000 -7.7 35.5 256 qam 711 242750000 -8 35.7 256 qam 612 234750000 -8.5 35.7 256 qam 513 226750000 -9.4 35.5 256 qam 414 218750000 -9.9 35.7 256 qam 315 210750000 -10.2 35.5 256 qam 216 202750000 -10 35.5 256 qam 1



-8 seems on the low side to me they should be nearer to 0

I have connection cutting off problem throughout the 12 months contract period, called virgin media many times and engineers had visited but they couldn't find any faults at my home. Finally they said there are some on going problems in my area, and are working on it, now 3 months passed and annoying problem still exists.
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