Intermittent internet connection

[Jezza4]

Recently the internet connection keeps dropping on all devices. I experienced this before, around 4 years ago, and the only solution was a replacement hub. The replacement was organised via a chat on this community as trying to convince virgin that you have a fault is almost impossible, especially if it is intermittent. So how can i arrange a replacement?

[Carley_S]

Hi @Jezza4 

Welcome back to the community forums 

Sorry to hear you're having issues with intermittent internet at this time. 

Checking the systems at our side we cannot see any issues with the services at this time. Though we aren't able to view your hubs specifications at the moment.  If possible, are you able to post your hub's log, both the upstream and downstream data here. To do this open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode and enter your hub settings password, this will be on the back of the router itself, or whatever you've changed it to if you've made this customizations (your hub settings password is different to your WiFi password). 

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.

Do you find the issue is affecting your wired devices or is it just your WiFi connected devices which drop the connection?

A replacement router would only be replaced by an engineer if they deemed it necessary to do so.