Forum Discussion

pauleyf1's avatar
pauleyf1
Tuning in
11 months ago

Internet Connection drops out every day

Hello there, I am most frustrated whenever i try and contact Virgin Support over the phone, and feel like ending my subscription, so here as a last resort.

We have the most current 1GB package with everything included, but every day I get notifications from my Ring Alarm saying, running on back up - no internet available, accompany that with Alexa, dropping out, the TV saying a network cable may be disconnected, and finally kids coming downstairs asking why the internet isn't working.

We regularly turn the router off/on of an evening, then have to do periodic hub reboots.

Phone says connected to wifi - no internet available, this has been going on for absoloutly ages

I cannot say how frustrated we are - can anyone from Virgin help please, please

 

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    11 months ago

    Hi pauleyf1, thank you for your post.

    We're sorry to hear about the problems you're having and that you're thinking of leaving us 😔

    I've taken a look on our side, but I cannot see anything that would explain the issues.

    How have things been since you posted? If it's just the Wi-Fi and all things are looking good over a wired connection, we have some helpful pages to get the best from your Wi-Fi. We recommend starting here.

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • pauleyf1's avatar
      pauleyf1
      Tuning in
      11 months ago

      Hi Daniel

      Thank you for your message - but we continue to have daily outages, from a couple of minutes to over half an hour.

      It is truly so frustrating

      Other people in our neighbourhood have also had issues I believe

      • jbrennand's avatar
        jbrennand
        Very Insightful Person
        11 months ago

        You didnt answer the earlier question that was implied in Daniel's reply... which is ...

        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 a computer/laptop and see if it drops at the same time - this is to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?  VM say they can see no issues - so it may be a wifi only issue.