Forum Discussion

sydneyw147's avatar
sydneyw147
Tuning in
12 months ago

REPETITIVE CONSECUTIVE NIGHTLY INTERNET DROPOUTS

Hello,

I am having constant, repetitive problem with broadband dropouts/outages at exactly midnight. This has happened at exactly 12am like clockwork for 4 nights running as follows

12am - 10:30am

12am - 5am

12am - 3:30am 

12am - 4am

Could anyone tell me how/when/if they got this issue sorted for you and the timeframe? The biggest problem for me is that it seems too precise, repetitive and deliberate for this to be caused by any non-deliberate means.

It must be maintenance/upgrades but I’m seeing multiple people with these issues spanning a long time (since 2022), and when you phone virgin and simply ask why this is happening no-one can tell you why! As a consumer, surely you should be provided this information upon request.

Frankly, I feel like I’m losing my mind. I will be going to OFCOM with this because to add to the terrible dropouts the customer service is obstructive and deliberately full of hurdles. To add insult to injury, I had an engineer booked to investigate the issue and they said it was resolved their end and cancelled my appointment, this delaying any possible solution further. I have phoned customer services and spoken to multiple people: different levels of technical support and line managers and after THREE DAYS and over 4 hours spent on the phone to them, I finally have an engineer appointment scheduled. Will they fix it? Will they explain why it’s happening? I’m seriously losing confidence in the possibility of getting an answer/solution. 

Completely flabbergasted at the fact that Virgin can’t tell you why you’re internet is going down at the same time every night. Our internet has been installed just over a month but what good is it having great speeds when Virgin turn your internet off every night at midnight and in some cases it doesn’t come back on for you to start work in the morning? I’ve had 6 days of outages. I’ve installed a BQM to monitor the outages now.

Does anybody have ANY idea about what actually causes this issue? 

connectivity
Dropouts
lost connection
outages
problems
  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    12 months ago

    It sounds like failed firmware updates and the Hub keeps trying every night.

    Try a 60 second factory pinhole reset as below.  This will reset the Firmware to out of the box, and may allow the new updates to install cleanly.
    Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

    Failing this, it could be a faulty Hub that just will not update?

    Post the network log to see if that shows any clues?

    • sydneyw147's avatar
      sydneyw147
      Tuning in
      12 months ago

      Thanks for your reply. I will try this, however multiple users in my local town are all reporting the same issue currently, on all of the same days 

    • sydneyw147's avatar
      sydneyw147
      Tuning in
      12 months ago

      I have tried what you said and the internet didn’t go down last night. However, now the wireless has booted off 90% of my devices and when I try to connect the original password on the bottom of router (that has never been changed) is not working and no devices will connect to the router. 

      What’s going on?

      • Alex_RM's avatar
        Alex_RM
        Forum Team
        11 months ago

        Hi sydneyw147,

        We're sorry to see you're still experiencing some connection issues. 

        Due to the area you're in we're unable to run through diagnostics with you, please call the us on 150/ 0345 454 1111 and you'll be automatically connected to a specialist team that can help.

        Alex_Rm