Internet drop out throughout the day

[slaxanthony]

Hi,

Our internet/wifi is dropping throughout the day. It has got much worse since an upgrade in our area a few weeks ago. I have done all the suggested things to fix it.

Some neighbours had a similar problem and managed to book an engineer who came and fixed the issue.

Please advise how I can book an engineer on myVirginMedia App, I keep going round and round in circles.

Regards.

[jbrennand]

First check if you old outage is actually fixed....

Call the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.


If nothing is reported there... see this
_______

Firstly call it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.

Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

[John_GS]

Hi slaxanthony

Thanks for posting and welcome to the community.

I am sorry to hear of the internet drop outs.

Have done a system check and diagnostic today, no issues/area outages, all levels are in spec and no issues with the congestion or SNR (signal to noise ratio).

Can you post your Hub status and logs? How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode), 
• Don't log in, click on 'router status' 
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
Also, set up a Broadband Quality Monitor. This will monitor the state of your connection and record any network dropouts etc - You can do this here -  (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum 🙂