Forum Discussion

adhides's avatar
adhides
On our wavelength
2 months ago

No internet when IPv4 lease expires

Hi there,

I renewed my Virgin Media contract last month and ever since then I loose internet at least once a week, I know - typical! I can see the issue occurs overnight usually on a Wednesday around 2-2.30AM, however it also happened this morning (Tuesday) at 2.15AM.

It looks like the issue occurs when the IPv4 lease expires, the only way I have managed to get back up and running is by resetting the Hub5 back to factory settings which whilst straight forward to do, it is becoming a bit of a nuisance.

The issue started on the previous Hub4, I've since asked for a new Hub and currently using Hub5, issue persists. I have also replaced the third-party router, issue still persists. The issue occurs in both modem and router mode on the Virgin Hub's.

This has never been an issue before renewing the contract, I figure it's just a coincidence but it seems like a network issue on Virgin's side.

Has anybody else had similar, and if so how did you manage to have this resolved?

Thanks!

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

    Looks like a circuit problem. 

    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 page status, 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.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    The IP shown for the BQM did not respond to WAN pings, that would be red on the BQM graph.

  • Beth_G's avatar
    Beth_G
    Forum Team
    2 months ago

    Hi adhides

    Thanks for your post, I'm sorry to hear you've been having trouble with your broadband service.

    No area faults from what I can see from this end, however your upstream power levels are out of spec, so we'll need to arrange a home engineer visit to take a look. I'll mention that the issues seem to occur when the IPv4 lease expires too. 

    I've sent you a private message so I can take the details and help further.