Forum Discussion

Jacquimark's avatar
Jacquimark
On our wavelength
2 years ago

Internet keeps disconnecting

Had this issue December last year, engineer called and in his words “ tidied up all connections and removed some unnecessary bits”. As of Sunday the problem has returned. Internet drops Wi-Fi signal is still present on device’s, two white arrows appear on virgin tv box. This lasts for approximately 30 seconds before connection is restored and occurs multiple times a day. This also occurs during the early hours of the day when nobody is using the internet. have tried rebooting the hub & factory reset the hub. 

 

  • Jacquimark's avatar
    Jacquimark
    2 years ago

    Just a quick question. After the fourth technician visit the Hub 5 has been swapped for a Hub 4, the BQM is 

    The internet and speeds are fine, But will this cause any problems? 

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 years ago

      Hi Jacquimark 

      Welcome back to the community forums. 

      Sorry to hear that you're having service issues at this time. I have checked the system at our side and can see that your service is affected by an SNR issue (signal noise ratio) at this time. I have raised this to the team to investigate this further and to get more of an update for you. My apologies for any inconvenience this issue is causing you, the team will be working to have this resolved as soon as possible for you. 

      • Jacquimark's avatar
        Jacquimark
        On our wavelength
        2 years ago

        Hi, thanks for the reply. Hopefully something can be done.

    • Jacquimark's avatar
      Jacquimark
      On our wavelength
      2 years ago

      For some reason the web site will no longer let me add my BQM picture! But it’s basically a red oblong. 

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 years ago

      Hi Jacquimark 

      Happy to hear that you services are all resolved for you. 

      If you have recently had your hub replaced you will need to re-set up your BQM with your new hub's IP. 

      Just set up as normal with the new hubs information and the BQM will start to monitor the new hub service going forward. 

      Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
       

  • Jacquimark's avatar
    Jacquimark
    On our wavelength
    2 years ago

    Hi Carly, the thinkbroadband BQM automatically brought up the router IP address. I think there must be something in the hub 4 settings that is causing the BQM to not get through. I’m not sure what settings to change. 
    thanks.

    • Nathan_B's avatar
      Nathan_B
      Forum Team
      2 years ago

      Thanks for your reply Jacquimark 😊 Sorry to see you've not been able to set this up.

      I'd recommend checking the hub and BQM to ensure the IP is correct. If that doesn't help please go to Advance settings > Tools > Pings > Wan Ping Respond then Respond to ICMP echo request sent to WAN IP in the hub settings. Then check the router is set up to accept ping requests on WAN be a button that says 'reply to ICMP requests.

      Please let us know if this helps or not, we can assist further if needed.

      Regards

      Nathan

  • Jacquimark's avatar
    Jacquimark
    On our wavelength
    2 years ago

    Thanks for all the replies. I did a hub reset. I kept the pin pressed for just over 60 seconds, The hub light flashed again. I then waited until the Wi-Fi had returned before plugging in the Ethernet connections. The BQM now appears to be working. 

     

    • Steven_L's avatar
      Steven_L
      Forum Team
      2 years ago

      Thanks for coming back to us Jacquimark, how has your connection been running since you last posted? Have you had any further issues or improvements?

      Kind Regards,

      Steven_L

      • Jacquimark's avatar
        Jacquimark
        On our wavelength
        2 years ago

        Since the hub / router was change from the hub 5 to the hub 4 the internet has been working fine without any problems. But the BQM shows basically red. 

         

  • Beth_G's avatar
    Beth_G
    Forum Team
    12 months ago

    Thanks for getting back to me with your details via PM Jacquimark 

    I've gone ahead and booked in an engineer  appointment for you.

    There’ll be no charge for this visit unless:

     

    • The technician finds that the issue isn’t due to our network or equipment, for example if it relates to 
      equipment or other systems not provided by us, or it’s been damaged.
    • You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.

     

    Otherwise, the appointment would be free of charge.

    The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account.

    If you need to change or cancel your appointment you can reply to the SMS you’ll receive, or you can manage this through the My Virgin Media App up to 4pm the day before the appointment.


    Let us know how the visit goes and if you need anything else 😊