Problems with Virgin Broadband

Chili · 15 July 2012 at 12:44PM

Never had a moments problem with Virgin Broadband until about six weeks ago started dropping the internet for no reason and could last several hours.
Put up with it and went on holiday until last week when got an engineer out. Didnt really tell me anything but left us with a new superhub - modem and router in one. Worked ok for a day or two then started dropping the internet again but literally could be for 20 seconds or up to five minutes and anything in between.
It seems to happen in the evening so am thinking something at their end.
Dont know whether to keep at them to sort it, or change suppliers? Any ideas please?

macman · 15 July 2012 at 1:50PM

You can't 'change suppliers' with a cable service-VM are the only supplier.
Without it you will need a BT based landline installing or reconnecting for ADSL broadband.
You are paying for a sub-standard service, so get onto them and complain until they fix it properly.
There could be a number of issues causing this. Are you connecting by ethernet or wireless? If the latter, retest using ethernet to rule out a wireless issue, (which would be your problem, not VM's).

spike7451 · 15 July 2012 at 3:00PM

Couple questions,
Did the engineer check any signal levels at the modem point/isolator (box on the wall inside/ETB (boce on the wall outside?...
Also are you using any cabling from the white box (Isolator) that is a DIY extension?
Have you added anything to your package or upgraded as in another TV box or upgraded to Tivo?
Has the been any roadworks?
And is it dropping wired,wireless or both?

Sounds to me like if it's not a wireless issue,your cable or the isolator/splitter may be damaged.

Chili · 15 July 2012 at 7:47PM

Spike how do I know if its dropping wired or wireless? Am on windows 7 with internet explorer.
Thanks

visidigi · 15 July 2012 at 9:22PM

If you plug your laptop/PC into the superhub with a cable this is classed as wired.

If you connect to the super hub without wires this is wireless. The wireless on the superhub has a reputation for being very fickle.

spike7451 · 15 July 2012 at 9:26PM

visidigi wrote: »

If you plug your laptop/PC into the superhub with a cable this is classed as wired.

If you connect to the super hub without wires this is wireless. The wireless on the superhub has a reputation for being very fickle.

^^^What he said^^^:D

Chili · 16 July 2012 at 5:54AM

Its wireless then, as computer (laptop) is downstairs mostly and superhub is upstairs in a bedroom.
Do you think it may just be that its being fickle as you say? Guess I can get back on to them though, the service should be better than that shouldnt it?
Realise we'd have to get a BT line installed to go with anyone else and am guessing other providers come with problems too...
Its just odd because for as long as I can remember we've never had a problem until about six weeks ago, its as if they've changed something their end.

ktothema · 16 July 2012 at 6:46AM

You need to check this out wired. There's a difference from a solely wireless problem, and a problem on your line some where which will show up whilst wired in as well. I know it's not always easy, but if you can get your wire your laptop into the hub for a short while to see if this is repeated it would help.

visidigi · 16 July 2012 at 7:45AM

Chili wrote: »

Its wireless then, as computer (laptop) is downstairs mostly and superhub is upstairs in a bedroom.
Do you think it may just be that its being fickle as you say? Guess I can get back on to them though, the service should be better than that shouldnt it?
Realise we'd have to get a BT line installed to go with anyone else and am guessing other providers come with problems too...
Its just odd because for as long as I can remember we've never had a problem until about six weeks ago, its as if they've changed something their end.

If it still does it wired then you know its a virgin issue, if it doesn't then you know its a wireless issue (there should have been cables in the superhub box to connect it up), it should only take a few minutes before you know if its a VM problem or not.

Now, its not the service thats fickle, but the superhub, has, for some, been useless at wireless (I had the exact same problem as you, it would be connected, drop for a split second and reconnect). It seems to relate to the house material composition (breezeblock, granite, brick, dry wall etc). and the proximity of the super hub to the user.

Although it costs money to do, I switched the super hub into modem only mode, which means its just doing one of its many possible functions - but its the most important function, the internet connection.

I then bought for around £42 a TP-Link 1043n wireless router (looks like it could control air traffic) and have had no problems since, infact the range on the wifi has tripled and the strength within the house is now full, where as on the superhub it was 1-2 bars.

It's your call, VM provide the hub, they don't guarantee wireless will work on their connection, just that they provide a connection, which by the sounds of it they do, just not a reliable wireless connection.

macman · 16 July 2012 at 7:51AM

Retest using ethernet as already advised, until you do that nothing more can be done. If the problem then goes away using ethernet, it's a wireless issue and you then need to start by changing the wireless channel. Someone may have set up a router within range on the same or overlapping channel.

rev229 · 16 July 2012 at 8:01AM

We have just been sent a new superhub and we are having the smae problem. The connection is fine and then just disappears and returns again. Also not noticed any difference in how fast it is working as the pages are still freezing on occassions! And we had to ring the wonderful call centre after setting it all up as the wireless connection just died. They sorted it remotely!! Great service from Virgin..not!