Forum Discussion

D-Skilly's avatar
D-Skilly
Just joined
4 months ago

Internet keeps cutting out on devices

Hi guys.... other than spending several hours trying to get an engineers visit! I am being frustrated by my HUB 5 selectively it seems providing internet access. One moment by phone has no access then my Sky puck, then my laptop. If I gain a connection it is generally stable but other devices just have the error message of NO INTERNET. I have done all of the re-boot, and back to factory setting fixes... to no avail. If nothing else do you have a phone number to ring that isn't a roundabout that goes no-where!   

7 Replies

  • Client62's avatar
    Client62
    Alessandro Volta

    Hub Signal levels

    Check the Downstream and Upstream status tabs of the Hub menu to see if the signal levels / errors / modulation modes in in the normal ranges. 

    Copy / Paste the text from those two tabs into this forum if you need a hand to review them.  


    Check for known faults in your street. Try both methods:

    Call the local fault line: 0800 561 0061 – this is an automated number.

    https://www.virginmedia.com/help/check/status/identification/identify

    Check the Service Speed:

    https://www.samknows.com/realspeed/

    Once the test begins click on: Run full test
    to include: Latency, Jitter, Packet loss & Upload speed

    The speed at the Hub should reflect your subscription.

    The same “Realspeed” tests are available as very handy
    apps for iPhone/iPad and Android mobile / tablets.

  • Hi D-Skilly 

    Thanks for posting and welcome to the community. Sorry to hear of the Broadband issues. I can see you've contacted the team since posting and booked an engineer visit. Please let us know how this goes.

  • Hi did you get this resolved,I have the same problem,3 hubs replaced and numerous calls still no fix 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team

      Hey Rigs38, thank you for reaching out and we are so sorry to hear about your connection issues, also a warm welcome to the community.

      Is this happening on WIFI or a cable connection?

      How Often does this happen? 

    • Rigs38's avatar
      Rigs38
      Joining in

      Some devices only stay connected for a few seconds before the message appears. And this happens on a daily basis.

      • Martin_N's avatar
        Martin_N
        Icon for Forum Team rankForum Team

        Thank you for that information. Do you have our Virgin Media Connect app? It has built in features to help with WiFi related issues. 

        ^Martin