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Aaron1212's avatar
Aaron1212
Just joined
11 days ago

Router randomly reboots and freezes – likely hardware fault, no support received

Hello,

I’m experiencing ongoing issues with my Virgin Media broadband and haven’t been able to get any support through WhatsApp or online login.

**Issues:**
- The router **randomly reboots itself without warning**, sometimes while I’m actively using the internet.
- It also **occasionally freezes**, requiring a manual restart.
- This happens **irregularly**, not daily, but often enough to cause serious disruption.
- There is **no scheduled reboot set**, and no related setting in the admin interface.

An engineer previously visited and replaced the external cable, confirming an issue with the line. That helped somewhat, but the **rebooting and freezing has continued** — it’s now very clear to me that the **problem lies with the router hardware itself**.

Additionally:
- I cannot log in to my Virgin Media account (on desktop). The message says it's a temporary security pause, but the issue has lasted for weeks despite trying all the recommended steps.
- My repeated attempts to contact WhatsApp support have been ignored.

For a service that costs me **almost £40 per month**, this is becoming unacceptable.

I would like to request:
1. A **replacement router** sent out directly — I am happy to install it myself.  
2. Assistance in regaining access to my online account.  
3. A clear explanation for the continued lack of customer support response.

**Account area reference**: 28  
(More info can be provided privately if required.)

Many thanks in advance for your help.  
Aaron

2 Replies

  • Try a **pinhole reset of the hub ** maintaining pressure on the pinhole for **60 seconds **. 

  • Hello Aaron1212,

    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 having with your broadband services. I'd be happy to take a further look into this for you however I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L