Intermittent internet dropouts

[Remya1]

Since I got Virgin broadband last September, I have had intermittent broadband and intermittent connectivity in areas around the house. I’ll be in the middle of the call and suddenly my computer or my phone or tablet says that I have no internet. It has caused quite a few problems but I don’t know how to get in touch with a person at Virgin to discuss what to do. Would these booster pods things help? If so, how do I get them? Or is there a number I can call to talk to someone? TIA

[jbrennand · Accepted solution]

See this for starters..

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Do you know if its a wifi only issue (are ethernet connected devices ok?), if it is - then On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App or Apple Airport Utility) to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - if you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point(s), (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.

[Beth_G]

Hi Remya1

Thank you for your post, welcome to the Community Forums!

Sorry to hear you've been having some issues with your connection. I'm afraid that I've been unable to locate the back end of your services from here to check if there's any known issues, but can you please tell us a little bit more about your set up so we can help further?

Do you have any devices hard wired to the Hub via ethernet cable and if so, have you noticed if those devices are also losing connection? WiFi Pods would not help in this case as this would indicate an issue with either the Hub or more likely, the external network.

If it is just wireless devices that are disconnecting, this could be down to a number of different factors. We'd recommend downloading our Connect App which has a scan feature to check your home for WiFi Blackspots. If we think you would benefit from having WiFi Pods as part of your set up, the app will let you know. We can then place the order for them from here for you.

Let us know 😊