Last week we had constant issues with the WiFi cutting out all the time - usually for 5/10 minutes at a time. Apparently there were a lot of local issues and an engineer came out to check everything over and said everything was fixed. It had been stable for nearly a week since then until last night when it just started cutting out again.
Desperately needing some help with this as it’s making working from home a nightmare. And to be quite honest the service we’re getting just isn’t good enough considering what we signed up for. This is the first time we’ve been with Virgin (only joined a couple of months ago) and I’ve never known broadband to be this unreliable.
It isn’t anything to do with blackspots as it’s the whole WiFi network just cutting out. The router isn’t blocked by anything and we don’t have a silly number of devices connected to it. Apparently there are no local issues just now either (if you believe what my service status is telling me anyway).
We’ve gone through all the usual troubleshooting. Restarted it umpteen times including a couple of factory resets but they’re just quick fixes - nothing seems to help medium/long term.
It seems impossible to actually get to speak to someone from Virgin - the live chat isn’t working for me (hasn’t been for over a week now), I’ve tried phoning several times only to be cut off after an hour each time and now the facility for booking an engineer’s appointment doesn’t seem to be working either!
To my untrained mind I’m thinking the router might be rubbish but I’m just guessing really. Desperately hoping someone on here can help us. Thanks.
If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Please post a 'Live Link' to your BQM on here straight away.
Instructions for posting BQM Live Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.