on 12-03-2023 21:17
My internet Wired and WiFI drop constantly every night sometimes it could be for 5-15 minutes other times it could be in and out for 5 minute straight... This isn't due to your typical peak hours either...
The router just sort of gives up and its brand new
This problem has been on going for months with virgin they have sent countless engineers out to look and even provided new cables and was even suppose to replace the cables from the main outlet box on the street (which they didn't do even though they said they have) Sometimes they will run stuff on their end and it fixes it for 2 days and then straight back into the disconnected internet issues...It's a problem on virgins end and their engineers seem to just not be asked to fix it
I'm paying a ridiculous price for internet that doesn't even work properly every night its the same
on 12-03-2023 22:10
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.
VM will not dispatch any technicians while an area fault exists.
If no area faults found:
The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.
on 15-03-2023 13:05
Thank you so much for joining our Community and for your first post, we are sorry to hear that you have been suffering from some ongoing broadband issues recently - certainly not the experience we expect 🙁
We have managed to take a look at our systems at this end and we can see that you have been previously impacted by a known area issue called SNR (Signal to Noise Ratio) - this issue can impact your broadband connection and is usually intermittent. The issue was raised on 13th March under reference number F010546919
Thankfully after running through some further checks, we can see that a technician attended this morning and has managed to locate the issue. The fault was closed as resolved around 10am this morning. 👍
We do hope that all is looking better for you since your post to us over the weekend. If you are still experiencing issues, we would first recommend a reboot of your Hub. You can also run through checks via your online account or via our free Connect App
Pop back any time if you need further help and we'll be more than happy to assist!
Katie - Forum Team