Hi We have had virgin installed since March and have always had issues with wifi dropping out on all devices. We have had three engineer visits, new coax cables installed from the virgin box outsid ethe house, new Hub 3.0 and even a new fibre cable installed to the house. We are still experiencing drop outs on wifi. has happened every day for the last two weeks at any time of the day but most recently at night requiring the hub to be turned on and off to reset the wifi. The last engineer has now asked that I start again with customer service to report an issue but it means I need to start from the very beginning with a hub ests etc. How do I get help directly from Virgin to sort the problem or has anyone had similar issues and found a solution?
1st and most important question is do wired connections drop - if you dont have any wired connections what do the hub lights do when wifi drops
if its just a wifi problem then i am amazed that they have replaced this and that as they gave been wasting your and there time
however if wired connections drop or put another way the connection to the hub drops then thats a different matter
have you set up a bqm - if you have post the link - if not set one up and give it 24 hours to populate - if you get drops in that time it will show if its the connection
log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
Welcome to our Community Forums and thanks for posting.
I am sorry to hear you are having problems with frequent disconnections with your service.
I have a taken a look at the account and our system has identified a connectivity issue. This may cause intermittent or performance related issues with your connection. We believe this will only be a very short term issue and the connection will return to normal very soon.
In the meanwhile you should check that all cables are connected securely. The issue that has been identified may be the result of a loose connecting cable.
Really sorry to hear this has been ongoing for so long indie212. It's currently estimated to be fixed by 3PM today. If you're still experiencing issues after that please let us know and we'll check for an update, or take further action if required.
Hi still experiencing daily issues with broadband outages. The technical team were supposed to be monitoring it since last Friday but no updates and no solution. Can you advise what is going to be done next?