Virgin Media Community

[HANNALEVIKIAN]

Hi been having so many connection problems for months now. Last two days it almost every half an hour.

Have reset hub and turned off. 

Router shows an orange light not a white one.

Anyone know the issue? 

Thanks!

[Akua_A]

Hi @HANNALEVIKIAN,

Welcome to our community forums and thank you for your first post.

Sorry to hear you have been having ongoing connectivity issues. We can understand the inconvenience this may have caused. I have been able to access your account using your forum details. 

Just to clarify is it a red or orange light you are currently seeing? You can find our more here https://www.virginmedia.com/help/virgin-media-no-wifi-connection-hub3

Please get back to us when you can.

Thanks,

[HANNALEVIKIAN]

Hi thanks for getting back to me.

It is a orange/yellow light 

When I reset it it went to green temporarily and then back to orange /yellow

[David_Bn]

Thanks for coming back to us HANNALEVIKIAN,

I've been able to run a flow on our systems and can see that we've identified a network issue over several days which is affecting multiple customers in your area.

There is a high percentage of customers in the street whose power levels aren't quite right.

This is likely to cause connectivity and performance issues.

Our engineering teams have been automatically notified of the issue and will will need to send a network technician to the cabinet to fix the issue. We will fix the issue as soon as possible.

Apologies for any inconvenience this may cause you

Kindest regards,

David_Bn

[HANNALEVIKIAN]

Hi David,

Thanks for getting back to me.

This exactly what I was told months ago in April when I spoke to a technician.

Do you know why might light on the hub would be orange/yellow?

Also I was told that if issues still persist that I should be given a new hub.

Thanks

[David_Bn]

Thanks for coming back to me

I've been able to look into the hub and can see there are some errors showing

We will need to establish if the outage is causing the effect on the hub and we'll seek to have this raised with our networks team

Kindest regards,

David_Bn

[HANNALEVIKIAN]

Hi when will this be investigated? And when will I know the outcome.

I was assured when I signed a new contract that the issues with wifi would be resolved and they still are causing a lot of problems.

We have a house of people working from home and we can't go on with the wifi cutting out mid meeting. 

[Paul_DN]

Hi HANNALEVIKIAN,

Thank you for coming back to us, there is currently a network issue which is effecting multiple customers in your area, this has been picked up and we have added the relevant information on your account.

Regards

Paul.

[kingfisher2]

I had the same problem, rang VM  they said a new hub was required, and all replaced in 4 days , excellent service, all now ok.

[HANNALEVIKIAN]

Thanks for letting me know. Will give them a call as the reps haven't been helpful at all on here. Appreciate you sharing!