Forum Discussion

TreehouseDarren's avatar
TreehouseDarren
Just joined
11 months ago

Continually Dropping Connection

Hi folks,

We've been with virgin now for 3 weeks and so far it hasn't be a wonderful experience.
both myself and my wife work from home so rely on a good speedy connection, so when virgin announced full fiber was in our area, we jumped on it.

We expected it to be a bit up and down for a few days while adjustments were made etc etc, but just today alone our internet has dropped around 10 times.

It will only reconnect if I switch the router off for a minute and restart it.

I've checked system status and there are no issues in the area.

Looking around the forums, I'm loathed to call techs support as they don't appear to be able to do much other than tick a few boxes then tell you everything is OK.

Our BT broadband was really slow and not up to what we need it for, but at least it was stable.

Any suggestions?

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    11 months ago

    Be good if you would post your stats from 192.168.0.1 upstream/downstream stats and the Network Log.  Then we may get a clue as to what’s happening.   Also I do check that your cable is tightly screwed inn both ends.

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    11 months ago

    Hi TreehouseDarren 

    Welcome to our Community Forums and thanks for your post. 

    Sorry you're having some issues with the service.

    I have checked our systems and as you have the Hub 5x, we have a specialised team who will be able to offer further support. Please call us on either 150 from a Virgin Landline or 0345 454 1111. Once you call and enter your details, the system will pick this up and connect you to the dedicated team. 

    Thanks