Forum Discussion

webbc's avatar
webbc
On our wavelength
2 months ago

Lost internet connection

Over the past couple of weeks I have lost internet connection 3 times the pods flash white and the 360 box also shows lost connection. This necessitates me having to re-boot the hub which is annoying. The connection is fine afterwards but I’m wondering why this keeps happening. This seems to have started as soon as I renewed by contract. Not sure if that has anything to do with it but can’t help thinking there might be a problem. Also each time the internet was not in use.

I have a 360 box and a TiVo box upstairs and the 1gig broadband and e wi fi pods.

3 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    Try checking with Area faults on  0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

    Post the power levels, Pre and PostRS errors and network log from the Hub.  

    Setup a BQM to monitor your circuit as it may be the whole network is dropping, not just the Wifi. http://www.thinkbroadband.com/ping

    Also run a wired speed test on www.samknows.com/realspeed and post the results.

    Once done we can comment.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 months ago

      Hello webbc,

      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 experiencing with your connection at the moment. 

      Have you been able to get your issues resolved with the advice from Adduxi and Newapollo or are you still having issues?

      Kind Regards,

      Steven_L

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    I have a 360 box and a TiVo box upstairs and the 1gig broadband and e wi fi pods.

    As per Adduxi​  Try checking with Area faults on  0800 561 0061.

    You say you have a 360 box and also a Tivo box upstairs.  That could be an issue as tivo's aren't supported along with 360 box (they run on the horizon entertainment software platform, not tivo) on the same account. They shouldn't be able to run together.  Are you sure the other box is a tivo?  If it isn't a V6 upgraded to 360 then it should either be a mini TV360 (no hard drive) or a Stream box.

    The 360 box can sometimes show lost connection, usually with error code CS9993 error and this  can prevent you going into the 360 box Settings. It is usually solved by rebooting the 360 box.  In most instances the actual 360 box hasn't recognised that it still had an internet connection (although wired internet devices are fine and all other devices were connected)

    As to the WiFi pods flashing white....In the unlikely event that you see your WiFi Pod rapidly pulsing white or red, could mean it’s experiencing a firmware issue. To resolve, try restarting the Pod by plugging it out and back in the power socket.

    If the problem persists, it could mean your WiFi Pod is faulty. 

    See  https://www.virginmedia.com/help/how-to/broadband/wifi-pod-lights-explained