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doubleoseven
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XBOX-WiFi-Losing connection for a few seconds

Hi. I am using the super hub 2. We have several devices connected via lan cable and wifi- both 2.4g & 5g. My sons XBOX is connected by WiFi ( tried 2.4 & 5) and he is experiencing a brief loss of signal for upto about 10 seconds then gets reconnected. We have re positioned his XBOX to where it it the strongest reception-both upload and download. The ping plus upload/download speeds are very good yet we are still experiencing short disconnects. We have tried connecting to just one specified channel rather than the XBOX looking for the best channel but it had no effect. I don't see the need to get a WiFi booster because of the speeds we are getting. Can any one help me (him) with any suggestions or can someone from virgin take a look at our recent connection??

Many thanks

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Re: XBOX-WiFi-Losing connection for a few seconds

Hi there doubleoseven,

 

Sorry to hear about the trouble experienced.

 

I've located your details and there appears to be a potential issue present concerning the network cable upstream. This could be the cause for any slow speeds experienced, particularly during peak times.

 

I've flagged this over to the relevant team for review and more information surrounding this should be available soon.

 

Apologies for any inconvenience,

 

Nat_J

 


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doubleoseven
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Re: XBOX-WiFi-Losing connection for a few seconds

OK , thanks for keeping me informed:-)

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doubleoseven
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Re: XBOX-WiFi-Losing connection for a few seconds

Has there been any more action taken on this issue?

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Re: XBOX-WiFi-Losing connection for a few seconds

Hello doubleoseven,

 

Thanks for posting back here.

 

I've taken a look into the fault that Nat raised and the reference number is F005653088 with a review date of 25th April 2018. As this is a review date it can be subject to change.

 

I'm sorry for the delay and inconvenience caused.

Kind regards

Sam


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doubleoseven
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Re: XBOX-WiFi-Losing connection for a few seconds

Can you please explain the review date? Does that mean that I will need to wait 6 months for the issue to be looked at/resolved?

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Adduxi
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Re: XBOX-WiFi-Losing connection for a few seconds

Review dates are just that.  It will be reviewed and if it can go another while without any work, then a new review date will be issued.

Just have a search on these forums for "review date" and prepare to be amazed .....

However, you can complain and get a reduction to your monthly bill. 

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Re: XBOX-WiFi-Losing connection for a few seconds

Hi there doubleoseven,

 

The review date mentioned is an estimated timescale for our team to proceed and re-check the connection.

 

The resolve for this could happen before or even after this time period.

 

I'm sorry for any inconvenience caused,

 

Nat_J

 


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