I think I have a problem here...
 

Hello everyone,

Short version of a long story - after yet another attempt to convince totally incompetent Virgin Media employees that I actually have a problem and I need an engineer, I now hope for your kindness as otherwise I'll keep having issues until I find out about any other decent providers. Virgin Media obviously invests more in bouncing off problems than actually solving them.

That's my Broadband Quality Graph. No issues, yeah right.
http://www.thinkbroadband.com/ping/s...13-10-2013.png

I live in Waltham Cross, under EN8 7BX postal code (right outside of M25). As for connection, I honestly don't know what type it is - I'm not tech savvy at all, all I know is that I have a cable and a Virgin Media router. These are results of my speed test.

http://www.thinkbroadband.com/speedt...7594852051.png
Yay, I'm faster than average! When it works, that is.

Now I would be happy to use the resources that are available here (I could bet a million I'm not the only VM customer having problems), but if possible, I'd like a dimwit version of what I can do to actually help myself (cause God is far, Virgin just fails, and I'm not that good with technical stuff).

Thanks a lot.

Re: I think I have a problem here...
 

No you are not the only person having problems. Is there a certain time it stops working? Mine has in Stevenage, Herts for the last three nights between the hours of 9 and 11 at night.

Re: I think I have a problem here...
 

I have not seen any patterns in loss of connection. It just loves disappearing for 5-30 seconds all day long (I'm not even sure the monitor reflects that) and I've been told numerous times that everything looks fine on the system. Sometimes, the periods are longer, but random nonetheless.

Re: I think I have a problem here...
 

That is one of the worst graghs I have seen, just look at that average latency!!! It should be a nice flat line.

I am assuming you have done a hard reset of your modem? If that doesn't fix that graph you need to call in again, the best time is just after 8am to get a UK based reply. If you get overseas just hang up and redial.

Re: I think I have a problem here...
 

I've tried resetting the router multiple times with little to no effect.

The issue is, at that time I'm always working (4 AM - 2 PM is no good). Whatever they would ask me to do or check, I can't. I've phoned VM a few times, talked to various VM representatives in various places, and this is what I still have. So yeah, Virgin is certainly not interested in helping, so I have to do something myself.

I wonder if BTs any better in my area...

Re: I think I have a problem here...
 

Try the virginmedia forum, they can check things from there and send an engineer.

Re: I think I have a problem here...
 

Reposted the OP there. Even if lost any faith in Virgin, one more try won't hurt. Thanks.

Re: I think I have a problem here...
 

Not hijacking thread but here is my live graph

http://www.thinkbroadband.com/ping/s...46ff54a82.html

Been having issues for months now and nothing done.

Reset of modem shows normal for 24 hrs then it creeps up to this over a couple of days.

Re: I think I have a problem here...
 

Well known Superhub bug? You're both on Superhub 1's right?

Re: I think I have a problem here...
 

Huh? What's a Superhub 1? My router is called Netgear VMDG485. I actually received it after my first complaint - didn't help at all.

If that's the case, could you point me to more info about it?

Re: I think I have a problem here...
 

I am (for my sins) guess the fix is SHUB2 or modem mode?

Re: I think I have a problem here...
 

Could you do me a favour and take a screenshot of your modem stats for us?

Go to http://192.168.100.1/ and log in using the details written on the back of the hub. You'll see various options, we want the connection statistics, particularly "Downstream" and "Upstream".

Re: I think I have a problem here...
 

Modem mode is best for the SH1 but as Kushan has stated we need to see the connection stats to be able to pin down your issue.

Re: I think I have a problem here...
 

Your router is called the Virgin Media Superhub 2.

The Superhub 1 was the original version of your router.