Forum Discussion

similation's avatar
similation
Joining in
2 months ago

Internet drops out every 30 minutes

My internet drops out for 3-5 seconds every half an hour, at 7 minutes past the half hour (e.g. 10:37, 11:07 etc). It happens all day, so makes it very difficult to do my job which involved lots of calls with clients. 

It only seems to be one device, my mobile and TV/Netflix seem to work fine.

I've done a full reset on the Hub 3 that I'm using.

I've tried renewing my DHCP lease.

There are no known issues in my area.

I can't access my router settings as the password on the bottom of the router is incorrect, so I can't switch to 5Ghz as some people have suggested.

I'm about to move house and the difficulty I've had getting hold of anyone at Virgin is making me seriously consider retaining my broadband with them. Online chat is just a bot. Phone call just sends you in self-help loops then disconnects you. Whatsapp chat no response.

Broadband monitor shows regular periods of high latency and dropped packets.

Any help or suggestions would be much appreciated.

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 months ago

    Hello similation,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection.

    I can see that you have spoken with the team since you last posted, have they been able to resolve your issues or do you still require further assistance?

    Kind Regards,

    Steven_L

    • similation's avatar
      similation
      Joining in
      2 months ago

      No. I spoke at length to one of your retention team as they were the only humans I could get through to. Why is it so hard to speak to a human in tech support?

      Anyway, the dude was pretty knowledgeable but still had no idea what was going on. He checked the connection between my house and your network and could not see any drop outs, so the issue lies somewhere between my house and my laptop. I'm continue to investigate it through my company IT support team.

      He has sent me an ethernet cable to confirm if this is a wifi issue in my house (I've used the Connect app to test the signal strength in my office and it's fine) or the connection coming into the house.

      Needless to say, I will be looking at other options for when I move house in February. Which is a shame because the speeds are actually really good, but not being able to speak to a human on the phone has driven me nuts.

      • David_Bn's avatar
        David_Bn
        Forum Team
        2 months ago

        Thanks for coming back to us similation, can you please confirm if you have since been able to connect the laptop to an ethernet cable since your post to see if this improves things for you?

        Does the laptop perhaps work on a VPN, which would likely be a unique caveat to how other devices are running, which seem to be running without issue.

        Thanks,

        David_Bn

  • similation's avatar
    similation
    Joining in
    2 months ago

    Update: works fine using my hotspot, so it's not my laptop that's the issue. Still not managed to speak to anyone on the phone other than the guy on the retention team.