Forum Discussion

unhappyme's avatar
unhappyme
Tuning in
8 months ago
Solved

Broadband issues

I am getting intermittent internet connectivity with both with wifi and ethernet connected devices. 

Back in April/May 2024 I was getting similar issues but was getting slow wifi speeds even when standing close to the hub. I was sent a pod which I was advised would help with the slow speed and boost reception. However, recently my Alexa device has started to intermittently disconnect when listening to a radio station which I have put down to loss of wifi. I have also rebooted Alexa to see if that would help but the problem persists. 

I have rebooted the hub several times but it doesn't seem to have made any difference and I am now also getting intermittent connectivity on ethernet connected devices. While I am online the line can disconnect and then come back on again after 15-20 seconds or so and go off again a short while later. 

Would this issue be with the hub or elsewhere?

Please advise.

Thank you.

  • Carley_S's avatar
    Carley_S
    8 months ago

    Hi unhappyme 

    Welcome back to the community forums 

    Sorry to hear that you're having service issues at this time. I've checked the systems at this side and can see that it's flagging signal interference at the hub. 

    Can you double check that your routers cables are tight and secure at both ends and free of any damage, twists or kinks. If there is no obvious cable concerns, please then try a 60 second pin hole reset on the router. This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request.

    Let us know if you've any further issues after this. 

     

  • Carley_S's avatar
    Carley_S
    Forum Team
    8 months ago

    Hi unhappyme 

    Welcome back to the community forums 

    Sorry to hear that you're having service issues at this time. I've checked the systems at this side and can see that it's flagging signal interference at the hub. 

    Can you double check that your routers cables are tight and secure at both ends and free of any damage, twists or kinks. If there is no obvious cable concerns, please then try a 60 second pin hole reset on the router. This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request.

    Let us know if you've any further issues after this. 

     

    • unhappyme's avatar
      unhappyme
      Tuning in
      8 months ago

      Hi,

      Thank you for your assistance. I have done the pin hole reset as you suggested. All the cables were firmly connected to the router. As the connection problem is intermittent it does not occur every day so it may take a few days to reappear if it has not corrected itself. 

      I will contact you again in the event that it does re occur.

      Thank you.

      Regards

  • unhappyme's avatar
    unhappyme
    Tuning in
    7 months ago

    Hi,

    Unfortunately the problem has come back but on this occasion I have no wifi connection on any device. I have tried rebooting several times, each time leaving the hub off for a longer period of time, the last one which was for about 2 minutes seemed to have restarted the wifi but it went off after a few minutes. At the moment I am not getting any wired connection problems.

    All cables to the back of the hub are still firmly connected and no indication from the front of any issues.

    A similar problem was reported to Virgin Media by phone on 28th March in which they monitored the connection for 24hrs. On the morning of 29th March they stated that it appeared I was still getting connection issues and later that day further reported that the connection was looking good and seemed to be back up and running as normal.

    In May I also reported slow wifi speed and was provided with a pod to boost the connection.

    Please advise.

    Kind regards 

    • Carley_S's avatar
      Carley_S
      Forum Team
      7 months ago

      Hi unhappyme 

      Sorry to hear that this is still occurring for you. 

      Checking the systems at our side, we can see you have 3rd party networking devices broadcasting the service. These look to be 3rd party extenders. The systems is flagging that one of the extenders may be causing disruptions to the service. For us to check the full service we'd need to ensure that these devices are not connected to the network so we can ensure that only our equipment is in use and check for any failures with them without the interference of third party equipment/devices. 

      Please can you see if the same issue occurs when you've removed the 3rd party devices from the network and we can check again at our side with our equipment solely on the network. 

       

      • unhappyme's avatar
        unhappyme
        Tuning in
        7 months ago

        Hi,

        Thank you for your reply and I apologise in my late reply.

        I will have to wait until I lose the wifi or ethernet connection to try switching off any 3rd party extenders as I will not know otherwise if they are actually causing the problem and the connection gets restored after switching them off. Unfortunately, this can take a while as the problem is intermittent.

        I forgot to mention in my previous messages that when I have lost the wifi connection the VM Connect app cannot find the hub even when standing next to it.

        I will contact you again when the problem has re-occurred and I have run the tests with the extenders.

        Kind regards