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jhope5's avatar
jhope5
Just joined
2 months ago

8pm nightly drop out and very slow

Hi, 

Had pretty decent fibre for a good while with Virgin up until about 6 weeks ago. Every single evening, without fail, the connection constantly drops in and out. Any device (TV, laptop etc) that is using the wifi will drop in and out/ buffering etc. 

Tried all the usuals resetting the router, no change in connections. The only difference is the last 2 weeks a red light is constant on the router even after reset. I know this likely now needs to be changed, but worried that even after that the drop-outs will continue as this pre-dates the red light. 

Thanks for any help

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    I presume you have a VM Hub3.

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    2 months ago

    Hi jhope5 👋 Welcome to the community forum! Thanks for making your first post. 

    Sorry to hear about these issues with your connection, and the concerns about your hub. 

    If you have been experiencing issues with your service due an issue in the local area, you can view any outage updates 👉 https://virg.in/service or by calling 📞 0800 561 0061. If there is no outage listed, there is likely a fault which we would need to investigate further (and book in some equipment replacement or an engineer appointment if needed.)

    I will send you a PM to confirm a few details and run some testing, we can then identify what's causing these issues, and put a solution in place. 

    Please keep a eye on your Inbox 📩 in the top right corner of the page for a message offering support. We can return to this public thread again with an update, when possible. Thanks for your patience in the meantime! 🌞