on 20-04-2021 17:16
I have been having connection issues with my broadband now for sometime. This is also affecting both my 360 TV boxes so I'm am unable to watch recordings or catch up TV etc.
The broadband will work fine and then suddenly go off by its own accord, sometimes freezing and then sometimes losing connection altogether. When this happens if I disconnect my device I am using from the Internet it comes back on for a short time then the connection fails again.
I have tried rebooting the router but this does not seem to have helped with the issue. The connection is being lost on both wired PC's and wireless devices in the home. All the wiring is fine and the connections on all cables are secure and tight.
I would appreciate it if a Virginmedia moderator could get in touch with me as things have got that bad I'm having to use my phones 4g connection.
Answered! Go to Answer
01-05-2021 14:24 - edited 01-05-2021 14:27
on 01-05-2021 14:30
BQM shows minor packet loss but no total loss of connection
on 01-05-2021 14:31
on 03-05-2021 11:05
Hi @h5pdk,
I am really sorry to hear you've been facing these service issues recently.
May I ask if they appear to be ongoing today? Apologies for our delayed response.
Thanks,
on 03-05-2021 11:10
Yes it's happening everyday
on 03-05-2021 11:41
Hi @h5pdk,
Thank you for confirming. I can also see in an earlier post that both your wired and wireless/Wi-Fi connections appear to be affected by this issue.
I can also see a mention of reboots. Have you performed a factory reset yet to see if that helps at all?
Thanks,
on 03-05-2021 11:53
It has been factory reset. A technician replaced my hub and wiring a couple of weeks ago
on 04-05-2021 11:53
Hi there @h5pdk
Thanks for popping back - when checking your account we can see that it's been around a week since the Hub was last rebooted so around the time the new Hub was replaced for you.
Can you reboot for us and if no joy, please do a PIN hole reset as advised earlier and let us know how you get on?
All your signal levels are looking within specification and what we would expect for your package and equipment; we have no errors or area issues at the time of writing either.
Is the BQM you have posted above the live version? If so, no drop outs can be seen at the time of checking this end. Since your visit, are you having the drop outs on both wired and WiFi devices at the same time?
Katie - Forum Team
on 05-05-2021 19:53
I've rebooted the superhub. This is my TV tonight, I am unable to watch recordings and catch up again!
on 06-05-2021 10:20
I'm sorry to see you're still having some trouble with your connection h5pdk.
Can you please confirm how your TV box is connected to your hub? Is it via WiFi or ethernet cable?
We have identified a few issues with your wireless coverage, specifically on the 2.4Ghz signal. Can you please confirm if you were indeed able to factory reset the hub, rather than reboot as you advised above?
Many thanks,
Beth