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yesort's avatar
yesort
Joining in
10 months ago

Connection issues with 3 different hubs

I called BT (hate that it’s the only option) and they said my area can only get 2Mbps until full fibre is installed. When I look online for deals, including entering my address, everywhere, including the BT website, tells me I can get 9-17 speeds, so why are BT telling me I can’t? They were offering me an extender and new router but no faster speeds, which I think is the offer I see when I go on my BT>upgrades, but I want faster speeds. Is the only way to switch providers?Hi. I’m hoping someone can help me as I’m starting to pull my hair out over this! I joined Virgin in August 2023 and had a Hub 3 with no issues. About 4 weeks ago the green arrows flashed and the internet was cutting out intermittently though the devices said there were connected. Sometimes the connection would reconnect and other times a reboot was needed. After a week an engineer came out and replaced with a Hub 4 and also replaced all indoor and outdoor cables. Still the same issue. It would drop, sometimes reconnect (sometimes after 5 minutes or sometimes after an hour so no obvious pattern). Finally he came back and replaced with a Hub 5, checked everything again and it’s still happening! After calling Virgin they have said there’s nothing else that they can do. My question is whether this is a more systemic issue, and even if I went with any provider would I still have the same issue? I’m not that tech savvy but if they have done all they can (supposedly) what else could it be? Given the service was fine for almost a year it does seem like something is going on but I really don’t know why.

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

    Is only only WiFi or are internet connections also affected. Cannot give the correct answer until we know this.

  • Beth_G's avatar
    Beth_G
    Icon for Forum Team rankForum Team
    10 months ago

    Hi yesort

    Thank you for your post, welcome to the Community Forums!

    I'm really sorry to hear you've been having a lot of trouble with your broadband service with us. We'd really like to help get this resolved.

    As Tudor asks, are both wired and wireless devices affected? If during the visits, the engineers have only replaced the Hubs, it sounds like it may be a WiFi only issue.

    Lots of things can affect WiFi from fish tanks to other electronic equipment in the home. We'd recommend taking a look at our wireless tips and tricks to ensure that your do have the best set up possible in your home and there's nothing that could be causing you any issues with your set up.

    Once we know more, we can investigate further for you 😊