I keep having intermittent problems with my Wifi Router and connection to the internet on devices at home -
So I have rebooted numerous times over the last 4 months, checked connections each time
I have used the Virgin App to check as it identifies a problem over the last 4 months but can't resolve it
I have gone on the Virgin site to test and it says there are problems and then checking again, there isn't problems (this I have done numerous times)
I have also gone to the Hub page on my browser and it continues to state that someone else is logged into it...so I cant get access...
Can someone please help me as not sure if
A - It's the connection to the house
B - Its the Router itself
C - What else I can do
Go to Answer
The Virgin Coonect app has a known issue that affects the hub with the error message that you are still signed in/signed in elsewhere.
The app is only useful for finding wifi blackspots.
If you do a hard reset of your hub you should then be able to log into the web interface.
Common consensus on the forums is that customers should uninstall the Connect app, this should also resolve the already logged in problem.
Have you clicked on Check service status at the top of the page to see if there are any known issues?
You could also try the Service Status number 0800 561 0061. This often gives details of more local issues down to postcode level.
Please can you post your network logs, then the brooadband guru's on this forum may be able to help.
If you are unsure of how to do that, please follow the instructions below
In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return.
DON'T LOG IN, instead click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages.
You should also set up a free “Broadband Quality Monitor” (BQM) to monitor and record your connection. The guru's will use this information to help solve any issues. https://www.thinkbroadband.com/broadband/monitoring/quality
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Many thanks for that...
I tried the direct router page and could not find the router status on any of the pages that you suggested
However, for some reason the Router let me in and I changed the password...I clicked on the Diagnostic button and the below was the result
What it didn't do was advise me on what those problems were...
I have a screen shot of the info page from my router but not sure if I should post it on here...
Hi again dpuk2002.
It's best if you use the cursor to highlight the infomation and copy paste into this thread. that way the forum system will hide any information that identifies you such as your mac address.
Agree with newapollo.
someone else is logged in.
do a factory reset BUT make sure you have theoriginal passwords for the router to hand
I didn't say someone else is logged in.
It's a known fault with the Connect app that makes it appear as if someone else is logged in.
Don't think it's only the app. Have had this recently via the web interface. Unable to access settings and browser cache cleared. Only a factory reset sorted it.
Hello again...Going back in, the page was available...so the below is what I was able to get as requested...
Sorry...just seen there is more...so copied text...
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts