Internet Connection drops out every day

[pauleyf1]

Hello there, I am most frustrated whenever i try and contact Virgin Support over the phone, and feel like ending my subscription, so here as a last resort.

We have the most current 1GB package with everything included, but every day I get notifications from my Ring Alarm saying, running on back up - no internet available, accompany that with Alexa, dropping out, the TV saying a network cable may be disconnected, and finally kids coming downstairs asking why the internet isn't working.

We regularly turn the router off/on of an evening, then have to do periodic hub reboots.

Phone says connected to wifi - no internet available, this has been going on for absoloutly ages

I cannot say how frustrated we are - can anyone from Virgin help please, please

[Daniel_Et]

Hi @pauleyf1, thank you for your post.

We're sorry to hear about the problems you're having and that you're thinking of leaving us 😔

I've taken a look on our side, but I cannot see anything that would explain the issues.

How have things been since you posted? If it's just the Wi-Fi and all things are looking good over a wired connection, we have some helpful pages to get the best from your Wi-Fi. We recommend starting here.

Please pop back to us at your earliest convenience.

Regards,
Daniel

[pauleyf1]

Hi Daniel

Thank you for your message - but we continue to have daily outages, from a couple of minutes to over half an hour.

It is truly so frustrating

Other people in our neighbourhood have also had issues I believe

[jbrennand]

You didnt answer the earlier question that was implied in Daniel's reply... which is ...

Are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on a computer/laptop and see if it drops at the same time - this is to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?  VM say they can see no issues - so it may be a wifi only issue.

[pauleyf1]

Hi John

The Wifi network stays connected - but "No Internet Network Available" comes up, and virgin TV box will not connect to any Streaming services

Thanks

[jbrennand]

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@pauleyf1 wrote:

Hi John

The Wifi network stays connected....

Thanks

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But...    your wifi devices are dropping off the VM network !

So which VM TV box is it?   Old Tivo? V6? 360? Steam?

How is it connected to your Hub - over wifi or directly on an ethernet cable ?

All the clues in the posts are saying to me... that it looks like its just a wifi issue 😎

If it is you should get the VM pods (free to you) and see if that sorts it all out.

See the post from “newapollo” in this thread for a guide to scanning and ordering Pods…

https://community.virginmedia.com/t5/Networking-and-WiFi/Impossible-to-request-a-POD-via-VM-Connect/...

[pauleyf1]

Hello again

I suspect we still have the V6 hub although we are on the Ultimate Bundle and Maximum package with 2 additional remote boxes - maybe they need to upgrade our TV Box?

[jbrennand]

OK - one last try....

How is your V6 connecting to your Hub in order to get the streaming services ?

"Why does that matter?", you ask... Well.... I have 3 V6's - one connected directly to the router by ethernet cable and two that connect to my own router over wifi.  If I switch the wifi off then those two drop out with the flashing lights and a message saying "No Internet Network Available"  which is exactly the same as yours!

But... the wired one stays connected and is streaming perfectly all the time.

Ergo... that example is a wifi only issue and nothing to do with the VM network or dodgy V6 box - the issue lays elsewhere - hence me trying to get to the bottom of yours.

As an example of wifi issues... when we switch on our brand new Panasonic Microwave oven all wifi connections in the kitchen drop out ... they restore upon the "ping".  There are many other reasons you may be experiencing poor/intermittent wifi connections see the "pinned post" above as a starter.

https://community.virginmedia.com/t5/Networking-and-WiFi/Getting-a-better-Wireless-Network-Signal/td...

[jbrennand]

Have you ordered the pod first to try that ?

[Matthew_ML]

I am sorry to hear this. 

How has the connection been over the weekend, have you seen an improvement at all?