Intermittent internet

[timjackson1982]

On my Virgin Media WiFi network, there often seems to be a drop in internet connection even though the devices are connected to the WiFi e.g. webpage will not open, WhatsApp says connecting, buffering on streaming sites.

The drop in internet connection will not last long (seconds or a minute or so) but seems to happen regularly. It also happens in any room so I could be a metre from the router hub and have the issue.

This issue has been happening on and off for about a year. One time, Virgin Media came and told me that due to being close to the VM box on the street that I was getting surges in high speed and the internet would then cut out (they fixed it with some kind of regulator).

Any thoughts on how to take this issue forward with VM and diagnose the cause of this issue?

[jbrennand]

First question is always... are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?
What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

If ethernet connections are dropping - report that back here but  if it seems to be a wifi only issue - see this for info....

__________________________________

On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App or Apple Airport Utility) to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - if you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point(s), (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.

[Ilyas_Y]

Hey @timjackson1982 Thanks for reaching out to us and a warm welcome to the Virgin Media Community. 👋🏼

I'm sorry to hear about the intermittent issues with the service. 😢
I've had a look on my end and everything shows as good and strong in relation to the WiFi, network and device strength.

May I ask what devices you are having issues with for the broadband? Is it wired or WiFi issues?

Kind regards,
Ilyas.

[timjackson1982]

Hi Ilyas

The issue relates to WiFi and impacts all devices that I use eg smart TV, iPhones and laptops.

When I run a speed test on WiFi then generally the speed is fine but when there seems to be no internet on my iPhone (despite WiFi connected) when I run the speed test it says no connection I use Speed Test app).

I don't have anything wired (ethernet) except the TV box which I don't really use for the internet.

Thanks 

Tim

[Martin_N]

Thank you for that information. Do you have a laptop or computer you can test on a Wired connection?

^Martin