Forum Discussion

TokoroaT's avatar
TokoroaT
Joining in
3 days ago

No internet every night after 1800hrs

For past 4 days internet has been working fine during the day. Around 1800hrs the internet speeds start to lag then by 200hrs is non-existent. 
Router (Hub 5) in use. 360 media box says there’s no connection. Lots of error codes when trying to access anything. Download speed checks show substandard. RG4 area. 
So bad that I’m posting this using 5G as cannot use wifi. Even when router says it’s connected (solid white light), no one’s devices detect it which clearly shows it’s not working. Shambles. 
For price being paid this is unacceptable. 
Virgin you need to sort this out. 

Broadband
Connection
Hub 5
router
WIFI

2 Replies

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    7 hours ago

    Hi TokoroaT 👋.

    Thanks for reaching out to us, sorry to hear of the issues that you are facing with your service. So that we can take a further look into this we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

     

    Thanks.

     

    Sabrina

  • Tudor's avatar
    Tudor
    Very Insightful Person
    3 days ago

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web service status page, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.