on 03-11-2022 10:14
Some work was carried out in our area by you guys about 6 weeks ago. Since then our internet keeps cutting out intermittently, sometimes for extended periods. This is happening across multiple devices so isnt a device issue. A lot of the time the device says that it can connect to the internet, but doesnt have a secure connection? I would really like this dealt with asap because it is seriously affecting our ability to work from home.
on 03-11-2022 10:26
We've been having exactly the same issue for about 3 weeks. It's been affecting not only our residence but all our neighbours too (we have a Whatsapp group where everybody has been complaining). The connection is extremely unstable, with service up and down all day every day for weeks, and very often it simply goes down completely for a long time. We and other neighbours have been contacting Virgin through all possible channels to get this sorted, but we all hear different excuses: refuse to acknowledge the problem, attempt to shift the fault to something else, promise a technician will show up (then they don't), promise it will be sorted by X date and time (then it's not) and, more often, just a complete inability to even register a complaint. Many of us work from home and have been spending an absurd amount of money on new data sims to temporarily replace Virgin, or buying extra data to use on mobiles as hotspots. There are over 30 houses on the road suffering the same problem for several days and we don't know what else to do.
on 05-11-2022 13:07
Hi Gonzo63,
Thanks for your post and it's great having you back in the Community.
I'm sorry to hear that you are having continued issues with your connection. Checking our systems, I can see all is looking well with the Hub in terms of power and signal levels, uptime and time outs. There are no faults open that may be affecting you either. I can see all the devices are connecting through the WiFi.
There are so many things that can influence a WiFi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here: WiFi Help.
The Hub's location could also be causing the coverage problem so we do need to check the positioning of it. Can you please ensure the following:
Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi.
If that doesn't help, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here.
Finally, you can view more about our new WiFi Max service here.
Please keep us posted on how you get on.
Thanks,
on 05-11-2022 20:51
Hey,
The thing is it has been working fine prior to this for months? The only thing thats changed is you doing work in the area taking the servers down briefly. There must be something that can be done about this, otherwise why am i paying for internet?
on 05-11-2022 22:55
on 08-11-2022 09:38
Hi Gonzo63, thanks for the message and welcome back to the forums. I have looked into this and there are no area outages and everything looks fine.
Can you confirm if you are still having an issue since posting?
Can you do a BQM here
Kind regards, Chris.
on 24-11-2022 12:50
Hey, yeah there has been no change on this issue whatsoever. Internet cuts regularly all the time.
on 26-11-2022 15:28
Hi @Gonzo63, thanks for the reply on the forums.
I'm sorry to hear about the issues with the connection.
After having a look I will further investigate the matter.
I will send a private message - watch out for the purple envelope inviting you in.
Kind regards,
Ilyas.