I am having issues with my broadband which is intermittent loss and I am having to reboot my router numerous times in a day. I do believe that it is the router's wifi as I have a wifi booster and I can for a short time after the main wifi goes down get a very slow internet off the booster which is connected the the hub via a ethernet cable and that then boosts to the other booster elsewhere in the house. The green wifi light flashes as though it has issues and that's when I have noticed we have the issues. Rebooting the hun helps the issues but only for a short while and then it goes again! Can someone from the Virgin Team contact me. I have called on numberous occasions and everytime after nearly an hour I get cut off. Tried on the app with no joy. I have emailed and texted and still no joy. I can no longer work from home due to these issues and this is getting ridiculous now!
It could be a wifi problem, but disconnections are far more often down to a poor broadband connection between your hub and VM's network gear.
Nobody from VM will call you, and as you've found the company are uniquely incompetent at telephone answering. Despite Covid, many other companies are managing just fine with customer service, but VM, nope. However, there is some hope, and that is the helpful forum staff and the assorted helpers here. The forum staff are very busy at the moment, but in the meantime there's some things you can do:
I'm assuming you've tried restarting the hub, doing a pinhole reset, and making sure the coaxial cable to the hub is plugged in properly with the securing nuts finger tight? If you have, then the next step is to connect to the hub's login page at http://192.168.0.1/ but don't login*. See that link "Check router status"? Click on it. That'll bring up a window with five tabs. Select, copy and paste the contents of the three tabs titled Downstream, Upstream, Network log into three replies here. Make sure they're pasted as text as images and screenshots cause us problems due to poor legibility, delays in moderation and missing info. Each of those tabs extends down beyond the initially visible content, so either scroll down to select all of it, or if using a keyboard Ctrl-A should select it all, then use Ctrl-C to copy it, and Ctrl-V to paste into three separate replies. Then we can look for signs of trouble and if we see anything, bring that to the attention of the VM forum staff to advise on some next steps.
* If the hub was never properly setup you'll have to choose your language rather than being presented with the login page. If that's the case choose language, login and then log out, and then click on that "Check router status" link.
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Thank you for the reply Andruser. I am currently now at work so will try this tonight when I am back and upload on to here. I have rebooted and re-set as well. All tests done on the app and when I call show there is an issue also. I have checked all connections and these are also ok.
Thank you for the information above. I have called on numerous occasions with no joy. I leave for work at 8 in a morning so cannot do that. I can only call them after I finish work unfortunately. Tried through the app with no joy too. I have emailed them also and just received a basic response and also on facebook where they told me to post on here as this is probably the best way. I have never used this forum before. What do you mean by do not bump it? Sorry if this is a stupid question!