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kemalibs's avatar
kemalibs
On our wavelength
2 months ago

Constant speed drops and disconnecting

For past few months been getting constant speed drops and disconnections in the hp13nd area 

3 Replies

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

    Hello, kemalibs 
    Thanks for posting and welcome to the community. Very sorry for any Broadband issues. No issues are showing from a system check that would cause this however, we have noted the SSID names do not match on both WiFi bands for the primary network. This means that devices cannot move between the two bands to get the best WiFi performance possible and will also affect Plume pods and stop channel optimisation from being used.

    • kemalibs's avatar
      kemalibs
      On our wavelength
      2 months ago

      Thank you for your reply ..it has been named like this for years and has never caused any problems before 

       

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

        Thank you for this kemalibs 

        Checking the systems again on our side today, we can see that an area issue was identified on Monday 19 May 2025. You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

        The estimated fix time for this is currently 22 May 2025 at 10:00am. This is estimated so this can be resolved sooner or extender further should more works be required.  

        If you've any further concerns after 22 May, please reboot the router and monitor your services. We can offer further support if needed.