Loss of Broadband

[9grg9arg]

I have had Hub 4 for a couple of months. My comter is hard wired direct whilst Alexa and BG Hive are wireless.

The system has been dropping in and out since changing from Hub 3....which was perfect.

Yesterday it came to a head when the Hub 4 went down 47 times in 5 hours.  I  checked the Hub 4 several times via Virgin tests.  I also undertook a hard reset which did not prevent loss of broadband. My computer stses that the 'network available', I reset and it drops out again within minutes stating 'network not available' ...this is now becoming such an issue I am thinking of leaving Virgin.

I am becoming convinced that the Hub 4 has an intermittent problem.

Occasionaly I have also to reset network on the television.

Please offer some positve answers!!!

Robert

[Tudor]

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 http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call 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.

[Kath_F]

Hi 9rgr0arg,

Thanks for your post and a big welcome back to the Community. 

I'm sorry to hear about the issues you have been having with your broadband dropping out. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F · Accepted solution]

Hi 9grg9arg,

Thanks for coming back to me via private message with your information. 

Taking a look at things this end, I can see we've tried to do a number of remote fixes but none are working. Due to this I have booked for an engineer to come and check things. I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.