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Norette's avatar
Norette
Tuning in
2 years ago

Intermittent internet connection

  • Since February the signal to my TV box is constantly dropping and disconnecting requiring me to reboot my set box and the router nearly every other day. I have another TV box in another room which my son uses and when this happens to my TV box he has no issues and can still play Xbox live with no issues. The faults team are saying that my router may have to be relocated or I may need WiFi pods (both costly) and there is no guarantee that either of these options will rectify the issue. I do not believe relocating the router will make any difference as the router has always been where it is and these issues have only started since February of this year. I have got a complaint registered with virgin regarding this issue. Have spoken to faults team numerous times and have had 2 engineers visit but still the issue keeps happening. The signal to both the TV boxes were good on Friday and there were no issues but last night it happened again and the signal strength dropped from 52 per cent good to 37 percent marginal on my box but my son was fine with his TV box and was also fine on Xbox live. On checking is the service down website it was showing an outage in the RM6 area and today is the same but when you speak to the faults team they say everything is fine. I have also gone through  the topics on the forum and I do not appear to be the only customer with issues with connection. Some have actually mentioned that the router ot my TV box could be faulty and need replacing (over 10 years oId I think). I am at my wits end as not getting anywhere with the faults team and I am paying an extortionate amount for a service which is unsatisfactory. I am in my mid 60s and just want a decent service and value for money. Can anyone help.

30 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    A a test run a temp Ethernet cable to the box and see if this works. If it does not then the box may be faulty. If it does work then the WiFi may be too weak?

    • Norette's avatar
      Norette
      Tuning in
      2 years ago

      This was all done when engineers came and they said TV box was fine but then all they did was check the cables to the box and router. I have noticed that the signal drops when there is an outage which seems to be everyday though according to virgin there aren't any.

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    What is this TV box? Is it a Virgin Media one - in which case, which one? https://www.virginmedia.com/care/tv-fault/which-tv-box 

    VM's live TV service doesn't use the internet for linear channels (only for VoD & streaming) so I'm confused why your router needs restarting.

    Or is this just an internet-connected TV?

    • Norette's avatar
      Norette
      Tuning in
      2 years ago

      It's a virgin TV V6 box and the signal strength to the box shows 100 per cent but when you check the network signal strength in the morning it is 52 per cent  good but then drops which it has now to 45 per cent marginal. The TV box works ok to watch TV but on many occasions the signal light appears on the front panel of the box and does not go away and I have to reboot the box so I can view on demand or recorded programmes. 

      • japitts's avatar
        japitts
        Very Insightful Person
        2 years ago

        How are you checking the signal strength?

        This will also answer Roger's question of whether you have a TiVo-software V6, or Horizon-software TV360. He's absolutely right to say that the internet connection has nothing to do with viewing recordings on V6 boxes, but does on TV360.

  • Norette's avatar
    Norette
    Tuning in
    2 years ago

    I have already posted regarding this but it is now getting ridiculous. I am watching my TV V6 box my son is watching his TV V6 box and playing on Xbox live with no problems but on my V6 box the white signal connecting to internet has come on the front panel of the box and has remained static. This means that when I go to on demand and to watch my recorded programmes I am either unable to do so and have to reboot the box which then disrupts with what i am recording. I have also just checked is the service down and there appears to be an outage and others with loss of internet and this issue always happens when there is an outage. This has been going on since February and becoming a joke. Please someone help.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    Is this a V6 converted to a 360? Because if it's a V6 the broadband connection plays no part in playback of recorded programmes.

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    Can you photograph "V6 box the white signal connecting to internet has come on the front panel of the box and has remained static", the symbol for lost-connectivity on a V6 is two-red-arrows, not anything white?

    As for your recordings..

    Are you sure these aren't VoD shortcuts? By design, OnDemand shortcuts are intended to have the "look & feel" of recordings and show in your "My Shows" list but are shortcuts to VoD. The clue is the lack of a recording icon to the left of the programme name.

    Series Links can be set to include "recordings only" or "recordings & streaming videos", and while the V6's internet connection is unavailable, VoD won't work while recordings will.

    I suspect the underlying issue of the poor wireless connectivity is an in-home issue - Ethernet is always recommended, given a choice.

    • Norette's avatar
      Norette
      Tuning in
      2 years ago

      The white lights that appear on my TV box are the up/down arrow which stay on. I notice that this happens every time there is an outage showing and when my son is playing on Xbox live and has his v6 box on  in the evening but he has no issues.  This issue has only started happening since February and having read some of the posts others seem to be having similar issues with connection loss since February.  According to engineers who have been there are no issues with signal coming to the house or the cables. Any ideas and suggestions.

       

       

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    As per my previous post, can you post a picture of these arrows? Your description is not fitting with my experience & understanding of the V6.

    Do you have a link to any other posts where you think others are experiencing similar issues? I frequent the TV section of these boards, but may have missed examples of in-home connectivity issues which you mention.

  • Norette's avatar
    Norette
    Tuning in
    2 years ago

    I am unable to copy and paste but if you search under V6 there is a post from mitch84 and topic is what do the solid white up and down arrows mean on V6 box posted on 15 January this year. Please remember I am in my mid 60s and not very technical savvy.

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    Let's try a different approach. What makes you aware that the connection from your home-hub to V6 has dropped - what symptoms or problems, happen?

    Do other wireless devices have any problems in the same location as your V6? If the network connections screen is reporting a ~40% signal strength, I'm not surprised that internet-based services struggle.

    Everything you're describing so far, suggests nothing to do with VM's feed into your home but everything to do with the in-home wireless connectivity. The solution to that, is to improve your in-home WiFi.

    If you can prove this issue to just be affecting your V6 box and no other devices, then that changes things.

    • Norette's avatar
      Norette
      Tuning in
      2 years ago

      I can use my tablet  in the same room and my daughter can use her mobile phone too. In the morning my signal strength is around 50 per cent and good and I can use my tablet and my daughter can use her mobile phone but by mid afternoon the signal drops and  once  my son  comes home he switches his tv box and xbox on plus has his phone on and there are no issues with him it is just my tv box

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    IMHO if the reported signal strength on your V6 is 50% at best, then that's not enough to allow for variations in wireless interference etc etc. It doesn't take much for video streaming to start struggling with those sorts of figures.

    In the absence of any contrary comments, I will presume the "recordings" that you're struggling with are VoD bookmarks, and this is just an in-home wireless issue.

    • Norette's avatar
      Norette
      Tuning in
      2 years ago

      That is correct getting really frustrated with this issue. Though I have spoken to faults team numerous times I think I a m going to ask them to send another engineer in even if I have to pay the additional 25 pounds and get them to reset and check the router again and check my V6 box unless you have any other suggestions. Wish a moderator would pick this up. 

      • japitts's avatar
        japitts
        Very Insightful Person
        2 years ago

        If you want to "check" your V6, then this is something you can do yourself. You've mentioned having multiple boxes and only the one is affected, so swap them around and see if the problem follows the box move, or remains with the location.

        I suspect the only problem with the router is that's too far from your V6 - the freebie ones that VM supply are budget models and are never going to win any performance awards.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    Some years ago I had a problem with streaming and my V6's signal strength was good, can't remember the figures but a lot better than 50%. I switched to an Ethernet cable and the problem disappeared. Try this before calling in VM again.