I’m getting pretty sick and tired of this and I’m close to walking away from virgin and taking the slower yet more reliable broadband of another provider. I’ve read enough questions from other customers to know this is not uncommon - I just want virgin to do something about it. We’ve rebooted the router, all the cables are connect properly and it’s not just the WiFi but any Ethernet connected devices too.
Our broadband consistently drops out, probably at least once a day and this is particularly infuriating when the modern hone relies more and more on a network connection.
There are 17 devices connected to the router:
2 IPhones, 2 chromecasts, 2 Bose SoundTouch, 1 PS4, 2 laptops, 6 smart plugs, 1 google assistant and A nest heating system.
I’d appreciate any help anyone can offer before I decide to call it quits with Virgin...
What Hub model is it? Which devices are dropping out on ethernet ?
Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or text at bottom-middle of first page up (Hub3) and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).
Also, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture.