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TenCups's avatar
TenCups
Joining in
2 months ago

Internet disconnecting several times a day

Gosh, this is annoying. We've had our Virgin broadband (1gig + Hub 5) for over two years now.

It was fine for ages but over the last month or so our internet has been disconnecting 4-5 times a day, always for the same length of time – about 2 mins. It affects the wi-fi and ethernet, so everything in the house is disconnected. It's driving us nuts – dropping us out of work meetings, killing our TV etc.

I've done a full reset of the router and the problem has immediately resumed.

Please help!

2 Replies

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

    Go to the Hub's admin console 192.168.0.1 and copy and paste the power levels and network log here for comment.

    Setup a BQM to record the drop outs  www.thinkbroadband.com/ping

    Also try checking with Area faults on  0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

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

    Hi TenCups 

    Welcome to the Community Forums. 

    Sorry to hear of your service concerns. We've been able to locate you on the systems on our side and can see there is an ongoing network stability issue with your services that requires an engineer to investigate further. 

    Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.