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Virgin Services After 9pm

Mliddle
Tuning in

After 9pm the signal on both my wifi and my secondary TV box struggle. The internet is slow and TV keeps buffering, particularly when streaming. I noticed yesterday a message appear on the TV where the main Virgin box is connected saying ‘you are offline’ and it appeared at 9pm on the dot. Can anyone suggest what the issue may be and the rectification? 
Thanks in advance 

11 REPLIES 11

goslow
Alessandro Volta

Set up a BQM to monitor your connection.

https://www.thinkbroadband.com/broadband/monitoring/quality

The results may help to identify the problem.

japitts
Very Insightful Person
Very Insightful Person

You mention "secondary TV box", but can you confirm what TV box this is? Is it a VM set-top-box, and in which case, TiVo, V6 or TV360? https://www.virginmedia.com/care/tv-fault/which-tv-box 

Also, I presume you therefore have a "primary TV box"? Does that have the same problems the secondary one does?

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Tudor
Very Insightful Person
Very Insightful Person

Are all the devices on WiFi?


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Thanks for your reply. Looking at the options there I would say they’re both 360 boxes. The primary box doesn’t seem to have the same problems no and streaming and watching tv at any time seems fine. Although it was on the primary tv that the message ‘you are offline appeared’ 

Thanks for your reply. No, both boxes are hardwired from the Virgin unit outside. I believe the downstairs one is the primary box and is next to the router and the upstairs one is the secondary box 

Tudor
Very Insightful Person
Very Insightful Person

It’s possible that there is some interference on your circuit after 21:00. When it next occurs could you please post some full stats, info below:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

  • Click on the “> Check router status” button
  • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
  • Click on the “Upstream” tab, copy the text and paste into your reply
  • Click on the “Networking” tab, copy the text and paste into your reply.
    • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

japitts
Very Insightful Person
Very Insightful Person

As far as your TV360 boxes go, can you clarify which of the following are affected..

1: Live TV?

2: OnDemand/streaming on Ethernet connected box?

3: OnDemand/streaming on wireless connected box?

I suspect an in-home interference issue, but further tests will confirm.

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Live TV doesn’t seem to be affected. Apps such as Netflix don’t allow to watch at all, it presents a message on the screen saying to try again another time (or something to that effect). Then recordings constantly buffer whilst trying to watch before eventually stopping altogether and presenting a message to the effect of not being able to connect to the main box 

Hi Mliddle, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you're having an issue with your services after 9pm in the evenings. Checking things this end, there is no area fault affecting you. 

After running some further checks on your Hub and TV Boxes, all the signal and power levels are spot on and there is nothing really jumping out to show where the issue may be. 

Are the TV boxes connected to the Hub via an ethernet cable or through the WiFi? 

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.

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: 

  • > Out in the open
  • > Next to the TV not behind it
  • > Away from large bodies of water (e.g. fish tanks)
  • > Away from baby monitors and cordless phones
  • > Away from microwaves

Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi. 

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. If a WiFi Pod will help, the app will give you the option of adding this. You can view more information on that here

If after going through the self-checks, you still need some help, feel free to pop back here and let us know how it's gone so we can help further.

Thanks, 

Kath_F
Forum Team

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