WiFi dropping out constantly

[BLIBHome]

Over the last few weeks-month, my WiFi keeps dropping out. I’ve reset the hub each time but it’s now really impacting my wife who works from home, and the reason we joined Virgin for it’s reputable service, and she’s not being able to access her meetings or is being kicked out during them as the internet is losing connection. 

I’m not sure why this keeps happening, we’ve only had Virgin just over 2 months, and it’s becoming increasingly common. Not happy as paying for a service that we’re not getting efficiently. 

Has anyone else experienced this and can point me in the right direction? There doesn’t seem to be a clear contact method to Virgin themselves through the app and WiFi issues. 

[lotharmat]

First things first - let's narrow it down to is it just wifi?

What happens to ethernet connected devices?

[jbrennand]

If ethernet connections are ok and it is just a wifi issue - then see my reply in message 4 here..

https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-wifi/m-p/5304052#M540147

[BLIBHome]

Hello,

The only ethernets connected are to devices that aren’t used daily, so I couldn’t say if they’re dropping out when the wife’s laptop is. I’ll have to try and see if I can see when it happens again. 

My skybox is connected via Ethernet and it is occasionally also saying cannot access network but then I turn it off and back on and things seem to load back up again. I didn’t have this issue before. 

The main issue is my wife’s work laptop and secondly our security cameras that are WiFi connected, saying 80-100% WiFi on cameras, but then every device connected through WiFi then says “no internet access” even though they’re connected. 

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (If you get an error - just click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[BLIBHome]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ba3180fe1a9d711da3b4a4b26d5360cd38e73753 

Hello,

This is the link from that website you mentioned, no idea if it’s what you’re referring to?
I have no idea what I’m looking at.

thank you for your help 

[BLIBHome]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/18901d2b6dabed4faebc8684b89f922c1d7f929f

this is another share live graph link, from 26th April? 

[Lee_R]

Hi @BLIBHome thanks for posting and welcome back to our community.

Sorry to hear your WiFi issue is ongoing.  We've had a look at our systems from our side, and can see there's currently an issue impacting your area.  The current estimated fix date/time for this is, 4th May 2023, at 12:25pm.  I am sorry for any inconvenience this may be causing your household.  Please let us know if you need any further assistance?  We'd be more than happy to see what we can do to help.

Regards

Lee

[johnny_g]

Hahahahahah what a crock. I've been getting the same reply for 4 months now almost on a daily basis, only mines will be fixed by 1530 on whatever day I complain about line dropping. I say almost because some days I just can't bear to contact VM and continue to repeat every single thing every single day and listen to the same old spoof to get rid of me for the day. 

[Matthew_ML]

Hey johhny_g, thank you for reaching out and I am sorry to hear this,

I have just checked your online and I can't see any SNR outages at all.

I have looked at your connection and everything is looking fine right now. ^MM