Forum Discussion

Grahaml620's avatar
Grahaml620
Joining in
6 months ago

Signal fine for the last ten months the suddenly started dropping

Been a Virgin customer for the last year and not had any issues.

Suddenly the signal keeps dropping and then reconnects 30 seconds later, this is happening every few hours. Rebooted, checked wires and makes no difference. I used the Virgin connect app and it said I was out of the house and I was standing next to the router. Tried again and ii connected fine.

checked network errors and it’s come up with errors as below:

 

 

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    6 months ago

    Hello Grahaml620,

    Thanks for bringing the connection issue to our attention on our community.

    Sorry to hear this is happening after 10 months of a great service.

    We can see from here the devices connected to your hub and it quite a lot. 

    Is there any way you can connect one device and monitor it to see if the Hub is faulty or the devices are the cause.

    If the issue occurs again it might be best to look at our Pods here That way the signal coverage can be boosted and shared.

    Id anyone has an O2 mobile contract at the same address then you can apply for our Volt bundle free of charge here 

    Please let us know how you get on.

    Gareth_L

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

      Don’t post photos, they usually contain sensitive informations. Please post stats as detailed below. 

      How to get stats from a VM hub (no need to logon to the hub)

      Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

      • Click on the “> Check router status” button
      • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
      • Click on the “Upstream” tab, copy the text and paste into your reply
      • Click on the “Networking” tab, copy the text and paste into your reply.
        • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.