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Dropped Broadband Signal


For about two weeks now our broadband signal keeps dropping out. First it was only once a day, but now it is several times per day. First I just unplugged the router, waited 30 seconds and plugged it back in and the signal would come back. Now I have to try several times to make it work again, and several times per day.This makes nonsense out of your service.

What can I do to get this fixed?



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Re: Dropped Broadband Signal

Hi Bengt

Are you using a wired Ethernet connection to the VM hub or a wireless connection? Wireless is easily disrupted by a number of external factors, so knowing if a wired device drops out helps to pinpoint if the issue is with the wireless or your line.

If you go to to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. Be careful to edit out or obscure any reference to your WAN IP in the log to protect your privacy.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up to a week) and run checks on your line.


Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Message 3 of 3
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Re: Dropped Broadband Signal

Hi Bengt, 

Thanks for letting us know about your broadband dropping signal, I apologise for any inconvenience, I'll do my very best to help resolve this for you.

I have run some diagnostics from here and I can see that all of your downstream power levels are too low, in order to get this sorted an engineer will need to attend and investigate this further for you.

I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking. Please respond to me there and I'll ensure this gets booked and secured for you.

Take care, 



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