Upgraded broadband and now having issues

[grahaco]

Hi, I got a phone call from Virgin saying my account was coming to the end of the contract and that they could get me a good deal to stay for another 18 months. I decided to stay and take them up on the offer which included am upgrade of speed from 50 to 100. 

Since I have accepted the upgrade, my Internet keeps dipping out. I try to watch something on TV and then the TV says its not connected and then 2 minutes later it is connected for it to disconnect again a few seconds later! The same is happening with WiFi on my phone! It's driving me mad. I can't get through on the phone to speak to someone and I never had issues before. I've tried turning it off at the wall to see, but hasn't seemed to help!

[jbrennand]

What Hub model is it?

And are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens?

In any case can you do a Pinhole reset as below
_____________________________________________

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible If not – DON’T DO IT !
With the Hub switched "on", disconnect any ethernet connections (leave the co-ax connected) and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub

See if that sorts it.