Forum Discussion

D-Skilly's avatar
D-Skilly
Just joined
3 days 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!   

2 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    3 days ago

    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.

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    4 hours ago

    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.