Virgin Media Community

[Blaster2018]

Hi guys

We are beyond frustration. Out router will lose connection (to wired and wireless) every midnight. It will eventually comes back it takes 5-10 minutes to get online. 

As a new renewal we are trying to get it sorted under 14 days of cool of period. So we can cancel the contract if virgin can’t resolve the issue

[jbrennand]

Its often down to VM doing work on the network at that time. It usually only lasts a couple of days before stopping. Record it as evidence on a BQM.
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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

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

[Tudor]

Also it’s been known that VM push updates out at midnight.

[Blaster2018]

Its more than a week now non stop. 

[jbrennand]

Post the link to your BQM

[Kain_W]

Hi there Blaster2018,

Thanks for your post and welcome back to the community.

Many apologies for the router issues faced, I can't seem to locate any details on this, are you able to as advised post a BQM to this thread?
Regards,