Less than a week already lost internet

[PSingh]

I’ve had Virgin Internet for less than a week and already I’m getting warning signs that are similar to my issues with Sky. 

This morning the broadband was down (4 days into my contract) security cameras all down, nothing connected. Blue light flashing on the router. 

I had to restart it twice to get it back up. 
What causes the router to lose connection randomly like this? Is it normal that my internet has gone down so soon despite this all being recently set up by an engineer? 

I ran a test on the app and it said “no issues found” however the router was flashing blue until eventually it reconnected after the 2nd restart. 

My sky internet was similar, it would randomly drop out but with this being a new line I assumed the problems would be gone. 

If anyone has had this issue and resolved it please do let me know. 

[jbrennand]

Are you actually losing internet connectivity or just the wifi connection to it ?  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 one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

You can still cancel your VM contract within your 14 days cooling off period and incur no charges - but the connection may actually be fine and you just have wifi interference from somewhere - this would also be happening on the Sky connection too - as you said it was.  This should be easily fixable - so do test for that

For known issues see this...

Check first for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try 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 and fix estimates, down to street cab/ postcode level

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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

[carl_pearce]

Is it FTTP, so you have a HUB 5x?

[Vikki_M]

Hi PSingh,

Thanks for your post and welcome to our community. 

I'm very sorry to hear you're having some service issues, especially so soon after being installed. 

I'll send you a private message now.

If you're still having this issue, please kindly respond to that message and I'd be happy to look into this for you.

Please look out for the envelope in the top right of the page and pop back to me when you can.