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New virgin router.

infidel
Dialled in

My new virgin router keeps going on and off line every few seconds despite being plugged into my PC with a cable 

it make typing difficult plus other issues. Any idea's anybody.

1 ACCEPTED SOLUTION

Accepted Solutions

newapollo
Very Insightful Person
Very Insightful Person

Hi @infidel 

Are there any known issues? Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there. The Check Service Status is often only populated with details of wide spread outages.

You could also try the automated Service Status number  0800 561 0061.  This often gives details of more localised issues down to postcode level. Whilst not ideal it's probably a better indicator of known problems and should also show the latest estimated date/time for the fault to be repaired.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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8 REPLIES 8

newapollo
Very Insightful Person
Very Insightful Person

Hi @infidel 

Are there any known issues? Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there. The Check Service Status is often only populated with details of wide spread outages.

You could also try the automated Service Status number  0800 561 0061.  This often gives details of more localised issues down to postcode level. Whilst not ideal it's probably a better indicator of known problems and should also show the latest estimated date/time for the fault to be repaired.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

infidel
Dialled in

I have checked the service status. Its saying everything is fine. I am not to tech savvy on these matters. Most off the time everything is OK apart from a box popping up on the PC screen saying on or off line. It does not affect anything else only just typing comments on Facebook  emails letters . Its a annoyance    

Nothing I have done to resolve the problem of my PC going on and of line continually has worked The TV is not affected Its happend since I had to change to the new router. I would like to arrange a new router is sent to me or an engineer to look at the old wiring cables. I am seriously looking at not renewing my contract with VM which I am very reluctant to do. 

Hello infidel.

Thank you for bringing the router issue to our attention.

Sorry you have had to though.

Regarding the replacement, it would be best to arrange for an engineer to attend.

That way we can also check the internal and external cabling/connections.

If we sent out a replacement and the symptoms persisted, it would delay actual fix.

Hope that makes sense.

So I can arrange this for you.

I will need to send you a private message to pass security. 
If you can check your logo at the  top right of your screen that would be great. 
Regards     
Gareth_L
 

 

Client62
Legend

If you have a VM Hub 5 - Avoid using the 2.5Gb/s network port.
( A recent firmware update is causing many devices to fail on the 2.5Gb/s network port )

A network cable fault can cause exactly what you are seeing on the PC
as can a PC that has an aggressive power saving plan enabled.

It would be worth trying a replacement cable, Cat 6a is quite sufficient.

Perhaps also try the PC in an Always On power plan.




infidel
Dialled in

I am still experiencing this issue of a pop up box saying on and off line on my PC I have done all the resets changed the enthernet cable My fiber cable around the the house and outside is 18 years old and this problem did not occur before the new 360 box was installed. I need an engineer to look things over as I will not continue to accept this matter much longer Please help. 

Client62
Legend

If the TV works fine and the PC does not, it is hard to avoid thinking the PC is at the root of the problem.
Have you used Shutdown >>> Restart recently on the PC recently to force a full boot ?

Hi Infidel, 

Thanks for using the Community Forums to get this issue with your internet on your PC looked into, I am sorry if this has been causing some frustration 😥 
I have taken a look at your services on our side to check for any outstanding issues, however there are no problems that we can see. Due to the lack of issues on our side, we would back up what Client62 has mentioned and check that the issue is not with your PC itself.

If you find any further evidence that the problem is with your Hub, then please feel free to post this.

Thanks,

Megan_L