Virgin Media Community

[ShaneYork]

For the last 3 weeks my WiFi has been going off and on I have been trying to contact you for ages about this I can't even watch my recorded shows or YouTube without it going off all the time 

[gary_dexter]

Do wired connections also drop?

[ShaneYork]

It does it all the time for 3 weeks 

[gary_dexter]

Wired as well not just wireless?

[ShaneYork]

Both 

[Travis_M]

Hi @ShaneYork

Thanks for posting on the community forum!

I've looked into this and can see multiple signal level issues with the hub, could you reboot the hub for me and let me know once done just so I can review the levels after this?

Regards

[ShaneYork]

Did that still the same 

[Serena_C]

Hi Shane,

Sorry to hear that rebooting the Hub did not clear up the issues with your signal levels.

Are you able to perform a Pinhole reset for me please?

Disconnect all unneeded ethernet cables from the rear of the Hub.

With the Hub Powered on use a paperclip or similar (I use a mobile phone SIM Slot tool) and do a pinhole reset.

Depress the pinhole switch for a timed 60 seconds then release.

DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

Please do let me know how things are working for you after this, thanks.

Serena

[ShaneYork]

Still does it every time I want to watch my recorded shows or YouTube

Just now again I'm getting tried of it been trying to contact and everything 

[Steven_L]

Hey @ShaneYork,

Thanks for taking the time to post this on our forums and I'm really sorry for the issues that you're having.

I have looked into your account and can see that the signal issues have gotten worse since my colleague checked, this would now need a technician visit to resolve the problem.

We will need to confirm a few details to be able to get the visit booked in, i will drop a private message over in a moment and we can get this started.

Regards,

Steven_L