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scottjp23's avatar
scottjp23
Tuning in
2 years ago

Connection Keeps Dropping - router data included in post

Hello, 

For the past two days our connection keeps dropping randomly. This is affecting every device, whether on WiFi or connected via ethernet cable. 

Online games are frequently disconnected, streaming buffers regularly and even internet browsing can be difficult. 

We have rebooted the Hub 4 router and also reset to factory settings, but with no luck. When connected it has a solid white light. No faults are reported in our area.

Any help or suggestions appreciated! 

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  • scottjp23's avatar
    scottjp23
    Tuning in
    12 months ago

    I've just posted my latest network info. Maybe the errors on downstream channel 7 are an issue? 

    Any help from forum members greatly appreciated.

    Virgin - please escalate this 

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      12 months ago

      Hey scottjp23,

      Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection at the moment. I have looked into this and can see that you have arranged an engineer visit to resolve the issues that you're experiencing. Please do let us know how the visit goes, if you get the chance that is.

      Kind Regards,

      Steven_L

      • scottjp23's avatar
        scottjp23
        Tuning in
        11 months ago

        Hello, thanks for the reply.  

        The engineer visited and replaced the cable that runs from the wall to the hub as the signal strength was apparently too low. He tested the new cable and said the reading were now correct. 

        Sadly as soon as he left the issue continued. I have been away so I am only picking this up again now but the issue is still ongoing. We have a third engineer booked for tomorrow. 

        If this third visit does not fix the problem we will need you to agree to cancel the contract without penalty and we will move to a new provider. 

        Btw, despite the issue not being fixed the engineer that visited was polite, professional and a credit to your company.