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Internet connectivity issue.

Fellli
Joining in

Hi, wonder if anyone can offer advice. Ovet the last few months the wifi connection is constantly dropping out. I contacted Virgin media who said they would monitor. Later I got an email saying that they could not resolve the problem and I was free to leave my contract.

I dont want to leave I just want the service I'm contracted to, has anybody any advice.

Thanks

2 REPLIES 2

newapollo
Very Insightful Person
Very Insightful Person

@Fellli wrote:

Hi, wonder if anyone can offer advice. Ovet the last few months the wifi connection is constantly dropping out. I contacted Virgin media who said they would monitor. Later I got an email saying that they could not resolve the problem and I was free to leave my contract.

I dont want to leave I just want the service I'm contracted to, has anybody any advice.

Thanks


Hi Fellli 

You don't have to leave, however if VM have stated they cannot resolve the problem then that may be your best course of action. There would be no early termination fee involved in those circumstances.

This is from the /VM/our-speeds-explained page:-

Right to Cancel - FAQs

Do I have to end my contract?

No, of course not! We really want you to stay. If you decide to stay with us, there may be some other options available to you, which we’ll discuss at the time.
How long do I have to take up my right to end my contract without paying an early disconnection fee?
You have 30 days from the day we write to confirm your right to end your contract without paying an early disconnection fee, either to take up the offer or choose a different option. After this, your right to end your contract without paying an early disconnection fee will expire.

If you’ve allowed your right to cancel to expire and haven’t taken up any other option we’ve offered you but are still experiencing speed problems, you should contact us again via the contact us page.

 

 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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jbrennand
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Very Insightful Person

Did they say what they thought the issue was ?   Lets see the connection data - can you do this...

____________

Firstly... Can we check… are the 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 to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

________________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.