Virgin Media Community

[ageorge]

Hi,

My internet is cutting out multiple times a day and has been doing for the past few days now.

I ran the broadband diagnosis test via virgin media app and there no issues reported. There was a reported incident in my area a couple of weeks ago.

I am struggling to do my day job as a result, so I would appreciate a quick resolution on this.

[jbrennand]

Are ethernet cable connected devices affeted too ? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?


Also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

These may not be listed on the Area Status web page (Areas are not Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers - or just you.
The "compensation "timer" can also be started on this number.

If nothing shows on there, try calling it in as a fault (free on 150 VM line - or 0345 454 1111 others - national rate) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number.
Or, a VM person should pick this thread up and be able to help but it can take a few days.

[Matthew_ML]

Hey ageorge, thank you for reaching out and I am sorry to hear you are having some connection issues.

I have taken a look at my side and I can't see any area outages.

I have also run some tests and everything is looking fine, the levels are very good.

Please can you let know if this is dropping out on WIFI or a cable connection? Thanks 

[ageorge]

Hi,

This is WiFi not cable.

It happened multiple times in the last hour if that helps ?

Really struggling to work right now with this level of instability.

George 

[jbrennand]

I said in message 2...

" If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?"

Have you actually tested that yet?

[Kath_F]

Hi ageorge,

Thanks for coming back to us today. 

I'm sorry to hear that you are having continued issues with your WiFi network and device dropping. Checking our systems, I can see all is looking well with the Hub in terms of power levels, uptime and time outs. There are no faults open that may be affecting you either. 

There are so many things that can influence a WiFi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here: WiFi Help

The Hub's location could also be causing the coverage problem so we do need to check the positioning of it. Can you please ensure the following: 

• Out in the open
• Next to the TV not behind it
• Away from large bodies of water (e.g. fish tanks)
• Away from baby monitors and cordless phones

Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi. 

If that doesn't help, as you have the Hub 3, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here.

Please keep us posted on how you get on. 

Thanks,