on 16-09-2021 07:28
Hi All,
I am having an intermittent issue where every day my interent drops out. This affects all devices and both WiFi and ethernet connected devices.
I have had 2 engineers out and they have changed everything including the router but still I am getting the issue.
My phone/laptops say either 'Couldn't get IP address' or 'Couldn't Authenticate Connection'
Everytime I phone support they run their tests and say Everything is fine and then suggest i reset my router and thats their permanent solution.
When I turn the router on and off the Internet comes back on, the same happens when I perform a pin hole reset but there is obviously an underlying issue.
I entered the advanced settings and ran a network diagnostic when my Internet was working at got the below results which surprised me seeing as the Internet was actually working at this time:
Your home network has a few problems.
Checking Broadband Service
Checking Telephone Service
Checking Ethernet Connections
Checking WiFi Connections
If you still think something is wrong, please check the following
1Gateway IPv4 address is valid.
2Your broadband connection is working.
3Your broadband connection is ready.
4The temperature of your Hub 3.0 is normal.
5The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
6Please place your WiFi device near the Hub 3.0.
Any help you can provide would be appreciated as virgin do not seem to be able to help,
on 13-11-2021 09:53
Thank you for the update @dimpleandandrew.
Sorry to hear the issue is ongoing and that the visit with the network engineer did not take place.
Are you able to post a recent BQM so we can take a further look at this from here since the last given appointment?
Thanks,
on 13-11-2021 10:17
please see attached
on 13-11-2021 10:47
on 13-11-2021 11:15
on 15-11-2021 12:24
Thank you for your response @dimpleandandrew.
I am only able to see the last image sent. I have looked back end and everything seems fine hub-wise however your BQM shows otherwise.
Are you happy for me to forward your details to an area field manager to see if anything else can be done?
Thanks,
on 15-11-2021 12:30
Yes please send my details on, I'm sure they already have them as you have sent 6 or 7 engineers through already. I believe we need one to rewire from the green box to the house.
on 18-11-2021 16:03
Thanks for confirming dimpleandandrew
Akua will be back online tomorrow. I hope that's okay?
Regards
Lee_R
on 26-11-2021 14:21
I am yet to have a response to this still?
Regards
Andrew
on 28-11-2021 15:07
Thanks for coming back to us. I am sorry you've not had a reply. Upon checking, it dos need an engineer due to the power levels being out. I'll make sure it's a senior visit.
Best,
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on 28-11-2021 16:17
Could I kindly request that someone else other than John GS respond to me as he is consistently asking me for information I am not happy to provide online and no other virgin media employee has requested this information from me online!
Additionally, as Akura mentioned previously an area field manager is required to deal with this issue and yet this does not seem to be what John GS is trying to arrange!