Forum Discussion

Impavidus59's avatar
Impavidus59
On our wavelength
9 months ago

Continuos broadband service interruptions

I am experiencing frequent intermittent broadband service interruptions.  They tend to happen early evening when the signal disappears, and I am unable to access the internet for a minute, so then back again.  This could happen a couple of times, and frequently when I test the line, I get a message that there is an issue and I have to try again in 23 hours.  Inevitably a day later it will work again, then a few days later the same thing will happen.  This is very annoying and given the amount of money (which is going up all the time) a customer would expect a much more reliable service.  I do not have the time to spend hours on the phone with your customer service (who will read the spiel and ask me to do what I did before, like rebooting, etc.). This seems to be a problem at your end, not mine.  How can it be fixed??

Thanks

 

Broadband
  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    9 months ago

    See this...

    Firstly... Can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi interference issue -  or it could be network connection/Hub related?
    What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

    Also, check for any “known network faults in your location - Look in 2 places

    1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

    2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.