Ongoing Internet and TV Issues – Flashing Lights, Repeated Engineer Visits, and Still No Resolution
I’m reaching out in the hope that someone might be able to help me make sense of this ongoing issue I’ve been having with my Virgin Media internet and TV service.
Since moving to my new house in Banbury eight months ago, I’ve experienced repeated service interruptions—at least twice a month, usually on Tuesdays or Wednesdays in the afternoon. Every time, the same pattern occurs:
- I lose both internet and TV service.
- The router begins flashing a white light.
- I have to schedule a technician visit (again).
- When the technician arrives, they clean the router’s connections with a wipe. Sometimes they even replace the router.
- After several attempts—restarting, resetting, etc.—the connection suddenly returns, and we’re all “happy” again…
- Until 1 or 2 weeks later—guess what? It happens again. Always on a Tuesday or Wednesday afternoon.
Virgin’s app consistently reports that everything is fine—signal is “perfect”, and the router appears to be “online”. However, it’s not working in reality.
Calling customer service is frustrating. The chat feature is useless—just an endless loop—and phone support involves waiting 30 to 50 minutes to speak to someone. Once I finally get through, the routine is always the same:
– “Turn off the router.”
– “Wait… turn it back on.”
– “Didn’t work? Let’s reset it.”
– “Still nothing? Okay, we’ll send a technician in 1–2 days.”
Then, of course, the same in-home process happens. Sometimes it’s fixed, but only for a short while.
Last week, after 8 days with no service, they finally replaced some cables. That didn’t work either. For the first time, the issue was escalated, and someone remotely resolved a “configuration problem” on Thursday afternoon. I was hopeful.
But that joy lasted… until Saturday night at 11:30pm, when my wife was watching TV and everything cut out again. This time, I woke up to a flashing red light on the router. And yes—the Virgin app still says everything is working fine.
I’ve gone through the usual routine again, and now I’ve got another technician booked—for Tuesday, of course…
I’ve been considering switching providers, but I’m genuinely trying to understand the root of this issue. Yesterday, before the red light appeared, I accessed the router (even without internet, I can still access it locally) and saw something odd in the “Network Log”:
At the exact time my wife lost signal, the log shows:
“GUI Login Status - Login Success from LAN interface” and
“system.syscfg commit to store”
I’ve attached a screenshot of this.
Can anyone shed some light on what might be going on here? Why is this happening at such regular intervals? What does that system log entry actually mean?
I’d really appreciate any insights. I just want to get this resolved once and for all.
