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Router keeps shutting down

Joining in

My router keeps shutting down and before it happens, the phone symbol flashes red and I don't know why but my landline hasn't worked either since I have started with you guys. I have an engineer come over and it still has the same problem and this has been going on for like 3 months and apparently I'm not getting any compenstion???? I mean 3 months and the problem isn't resolved and it shuts down every 10 minutes and tht has happened since I started with you guys.


Very Insightful Person
Very Insightful Person

Can you do this


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

1) Try the “check service,”Area status webpage (

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.
The "compensation "timer" can also be started on this number if appropriate.


If nothing is reported there, 

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in (or - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, 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


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Joining in

I have checked online and my router isn't on modem mode but I have tried everything and an engineer is coming tomorrow and however the landline I have that's with my router, it doesn't work at all. I mean what can I do. My router automatically turns off literally every 10 minutes. I was told over the phone that technicians will be checking and monitoring for 24 hours and it's been 4 days, when will the day end?

Hey there @rukanahmed Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

I'm sorry to hear about the issues with the router you are experiencing. 😢
May I ask how the engineers appointment went and if everything has been resolved?

Let us know and we can go on from there.

Kind regards,

Forum Team

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