on 27-02-2023 21:31
Hi I seem to be having an issue with my router. Although when I call virgin it's Automated and says my connections are fine it regularly seems to favour my mobile connection to my broadband on my mobile device because the broadband connection is 'blocking or there is a problem', streaming buffers infrequently on both my android mobile and tablet devices and the network occasionally drops out, I have reset my router multiple times and suspect a faulty router. Can someone official from virgin help investigate the issue? I'm not sure how I'm meant to speak to someone about this. The phone line is automated, tells me my services are OK and then ends the call without allowing me to speak to anyone. I've attached a few screenshots of my mobile device giving the message about network issues.
I have a hub 4.
on 27-02-2023 22:13
on 02-03-2023 09:09
Hey neiljb1986, thank you for reaching out and I am sorry to see you are having some connection issues.
I have taken a look at our end and I can't see any major connection issues everything is running as it should be.
Your levels have been very healthy, how has it been since Monday? Thanks
Matt - Forum Team
New around here?
on 09-03-2023 11:27
Hi Matt,
No this does not seem to be resolved. This message still comes up on my mobile device. I'm not convinced the router is working correctly. I'm probably no more than 7m away from the router and the router has been situated on a height with no obstructions.
How do I go about getting it swapped?
on 11-03-2023 12:03
Thanks for coming back to us neiljb1986. I'm sorry to hear that you're still having issues.
Have you tried a pin hole reset of your hub since the issues started? If not, please can you try to do this and let me know if that helps to resolve your issues.
Kind Regards,
Steven_L
11-03-2023 16:48 - edited 11-03-2023 16:48
How a pin hole reset solves every problem...😞
on 12-03-2023 18:12
Hi yes reset a few times over the last few months and the problem persists.
on 14-03-2023 18:44
Hi neiljb1986,
Thanks for coming back to us on this one.
We're sorry to hear the issues are continuing. I've taken another look at your hub today and I can see all is looking well with the Hub in terms of power levels, uptime and time outs. There are no faults open that may be affecting you either. Everything is as it should be and there is nothing to suggest the issue is with the hub. Looking at the devices you have connected to the hub, they are connecting via wireless.
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:
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,