Intermittent internet outage

[Adotparker]

Repetitive Internet outage. NG15 6SX. Hucknall, Nottingham.

Services are claimed to be ok, using the online service checker. - yet numerous people in the local area, are having outages, over the last 48 hours.

Can't get any further information from virgin on repairs. Being home workers, it's becoming increasingly inconvenient.

Is anyone able to update here? 

[Steven_L]

Hey Adotparker,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your internet connection at the moment. I have lookd into this and there is/was an SNR fault in your area, the latest estimated fix time has passed as of 12pm, are you still having the same issues right now?

Kind Regards,

Steven_L

[Adotparker]

Still experiencing slow speeds across the house. Intermittent connection losses. We're on the 350mb package and getting between 50 and 120mb. Our CCTV is offline due to weak network signal along with our doorbell. The hub speed test days 300MB+ but it's not out putting anything near that. Checked all connections and the hub is in the open. We also have 2 extender pods. A third pod has been dispatched but that won't increase the output at the hub.

I fell like this is a virgin hardware issue our end.

Regards 

[Steven_L]

Thanks for coming back to us Adotparker, I have looked further into this and cannot see any issues with your connection, the network in the local area or your equipment.

How far away from the hub, are you when performing the tests, are you able to check via a wired connection to your hub?

Kind Regards,

Steven_L

[Adotparker]

The hub tests were conducted within the same room. We've been sent a 3rd extender pod. - although the other 2 have seemingly done very little to increase reception up stairs. Still only seeing between 15 - 50 at the very max (off-peak) 

Haven't done a hard wired test, as we haven't any devices that we use with one. -other than the television.

[Vikki_M]

Hi Adotparker

Thank you for your post and welcome back to our community.

We have taken a look at things from our side and the speeds to the hub are all looking good. 

There are so many things that can influence a Wi-Fi connection that are beyond our control, some of which include (but are not limited to) a fish tank being in the same room, walls being built with concrete instead of brick, or it could even be that your next door neighbour's router and Wi-Fi connection is interfering with yours. 
Due to this, I'm afraid that we're only able to offer limited help. Please have a look at the troubleshooting and advice here: 
The Hub's location could also be causing the coverage problem, so we do need to check the positioning of it. Can you please ensure the following. 
•    It's out in the open if possible. 
•    If positioned near the TV that it's next to it, not behind it. 
•    It's away from large bodies of water (e.g. fish tanks). 
•    It's away from baby monitors, cordless phones and radios. 
•    It's away from microwaves. 
Think of the Hub as a radio and Wi-Fi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices, etc.), the quieter the radio and, in turn, the poorer the Wi-Fi connection. 
If that doesn't help, if you have the Hub 3, Hub 4 or Hub 5, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here

 

[Adotparker]

Thanks Vikki,

Appreciate the help here. I think the easy answer is to make do, until the contract ends and return to our previous supplier. A little more expensive, but was 100% reliable.

Thanks all. 

[Beth_G]

We'd be sad to see you go, Adotparker. We'd really like to help.

We've had a look from this end and the outage appears to have cleared - we can see that your speeds and connection in general appear to be very stable now. How've things been for you today?

If you are still experiencing issues, please let us know.