Forum Discussion

mark1970's avatar
mark1970
On our wavelength
2 months ago

Is there a known issue for the BD18 area? Internet constantly dropping again.

So several months ago we had over a month of constant drop outs. There was a known issue on the network and took Virgin over a month to sort it.  Was dealing with Ashleigh from support over this. 

Well it’s started again last night and same tonight. Constant dropouts. Definitely a loss of signal coming into the house as the modem loses connection. Makes watching anything via streaming impossible. Very frustrating. 

So as the title says is this another known issue? 

Thanks, Mark. 

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    • mark1970's avatar
      mark1970
      On our wavelength
      2 months ago

      I usually do if I can but I have a virgin now o2 mobile which the signal is non existent in my home. My internet has just come back on after 40 mins and now it’s actually saying there’s an intermittent signal fault in my area. It didn’t say this last night. 
      let’s hope it doesnt take nearly 2 months to fix like last time. 

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        30 days ago

        Hi mark1970, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear you've been having issues with your connection recently. Checking things here, our diagnostics on your home network and Hub have not found any issues that could account for connection drop-outs. Your upstream and downstream power and signal levels are all within the optimal range and we're not seeing any drop outs recorded on the hub.

        It may be worth doing a Pin hole reset of the Hub in an attempt to resolve any unfound issues. Do this by holding a pen in the reset hole on the back of the Hub for 30 seconds. This will reboot the Hub and reset all Hub settings to default. If you have made any changes to the Hub's wireless settings you may need to reconnect your wireless devices to the Hub as the WiFi settings will now be back to default.

        Keep us posted on how things go 😊

        Many thanks,