Fibre Broadband Keeps Dropping The Connection

[GordonF1]

For the last week or so my Fibre Broadband has been dropping out several times a day, I've used the online checking facility but it was no help, in fact I just gives a sorry message partway through and the chat robot is useless. Does anyone know how to ask Virgin directly for help with this type of issue, I'd be very grateful for any advice.

[jbrennand]

First thing is to check for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then 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 and fix estimates, down to street cab/ postcode level.

If no issues are being reported... are yours only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

[GordonF1]

Hi John,

Thank you for your help I will try your suggestions. It's actually all devices wired and wifi as far as I can tell the hub drops the connection several times a day but only for a few seconds. The service status link reports no errors in my area but continuing to the diagnostic test stops with the following message every time and the chat option button doesn't work.

Sorry, we can't run a test on your services right now

Thanks Gordon

[John_GS]

Hi @GordonF1 

Thanks for posting and welcome to the community.

Very sorry to hear of any broadband issues.

From the checks ran, please call the team on 150 / 0345 454 1111. You have a dedicated team that's ringfenced for your broadband tier, they'll be able to help further 🙂

Best wishes.