Menu
Reply
JayMac23
  • 2
  • 0
  • 0
Just joined
235 Views
Message 1 of 4
Flag for a moderator

VIRGIN ISSUES - WiFi dropping out on a frequent basis

I joined a few months ago and enjoyed great service for the first couple of months. For the last 4 weeks, my WiFi has been dropping out on a frequent basis.

It was sporadic and Intermittent initially, sometimes it would drop off for a few hours, sometimes just 15 mins, around 10 times per day.

An engineer came out and replaced the HUB and had a look around cables. Since then, the HUB would just restart and reboot itself constantly, sometimes remaining online for a small window between 10-30 mins, but only 1 or 2 times per day, with the rest of the day rebooting.

After a bit of hassle, booking an engineer with a no show, another engineer finally arrived today. He replaced the cable from the hub to the wall but there was no improvement.

A team came out to replace the cable outside the property under ground. They did their thing and then told me to reboot the HUB as they left.

I rebooted, now the Internet doesn't work at all, not even for a minute. The hub is on but there is no Internet.

I have been without properly working internet for 4 weeks now and it's making life difficult with the kids and working from home. I am using massive amounts of data making a mobile hot spot.

Any help, suggestions or ideas would be massively appreciated. Thanks

[MOD EDIT: Subject title changed for clarity]

 

 

0 Kudos
Reply
-tony-
  • 16.69K
  • 1.32K
  • 3.94K
Very Insightful Person
Very Insightful Person
224 Views
Message 2 of 4
Flag for a moderator

Re: VIRGIN ISSUES

you say you have tried a reboot - try a full reset - hold the button a good 30 sec

sounds like you need another tech urgently - will flag the thread

what is the base light doing on the hub - that may give some clue to whats happening

____________________

Tony
0 Kudos
Reply
JayMac23
  • 2
  • 0
  • 0
Just joined
207 Views
Message 3 of 4
Flag for a moderator

Re: VIRGIN ISSUES

Thank you.

Initially the HUB would reboot, the lights would flash like crazy, before going all red,.. then followed by the two arrow light flashing constantly with the power light on. It would repeat this cycle every 10-15 mins.

Since the latest visit,  the power light flashes and the Wi-Fi light is green and always on, indicating no Internet. 

When I perform a reboot, it seems sometimes Internet comes through for 15-20 seconds as a 'not connected notification pops up on devices before it reverts to no Internet. 

I performed the reboot holding the button in for 2 mins but still the same. Thanks for suggestion.

Wierd.

0 Kudos
Reply
John_GS
  • 8.94K
  • 486
  • 793
Forum Team
Forum Team
188 Views
Message 4 of 4
Flag for a moderator

Re: VIRGIN ISSUES

Hi @JayMac23

 

Thanks for coming back to us and apologies for the broadband issues - I fully appreciate how frustrating this is. 

 

I've reached out to the field team regarding this for you to see what they'd advise if a repull has been done today and still not fixed the issues.

 

I'll be in touch as soon as I know more

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos
Reply