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pandaexpress2's avatar
pandaexpress2
Tuning in
10 days ago

WiFi connection not staying connected

Hello I am looking for some help. About two weeks ago I agreed to a contract renewal for gig2 (up from gig1) for £49 per month which I am happy with. 

However since I noticed it change in my account to gig2 package the WiFi doesn’t stay connected on any device. Ethernet connections seem fine though. When I have had my phone connected long enough to do a speed test it only goes to 10mbps and just drops to below 1mbps for download and upload shoots up but then freezes at a speed till the test ends. Speed test with Ethernet is fine speed and ping wise, sometimes the ping goes really high with my phone when doing a test.

I have a hub5x which the wifi has been fine till Tuesday which is when it changed over in my account. I have checked the connections, rebooted the router as well as factory reset it and nothing has worked. I have checked on the app and sometimes it will say there’s an intermittent issue and some times it says there’s no issues. It won’t let me book an engineer through the app and haven’t had time to connect virgin yet (takes ages to get through to them) so any ideas what I could try? 

1 Reply

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    7 days ago

    Hi pandaexpress2,

    Thanks for your post and welcome back to our community.

    I'm sorry to hear about the service issues you've been having.

    I'll send you a private message now.

    Please look out for the envelope in the top right of the page and pop back to me when you can.