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pollywally
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Message 21 of 40
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Re: WIFI Keeps Dropping Out

For the last month our WiFi has kept dropping out randomly, tv goes black for 2 or 3 seconds at a time randomly, it's not the tv. WiFi keeps saying no internet access or needs authorisation. We got a booster to help my husband work from home but it hasn't helped. We have done all the suggestions online, hub is in the open etc, we even unplugged the land line from the router but that didn't help either

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Paulina_Z
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Message 22 of 40
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Re: WIFI Keeps Dropping Out

Hi @pollywally,

 

Welcome to our Community Forum! Thank you for your first post!

 

We're sorry to hear that you're experiencing some ongoing issues with your connection.

 

I have taken a look at your account and there are no area issues or issues with downstreams or upstreams that I can see.

Can you tell us if you've rad the equipment check on our Service Status page here?

 

Are you experiencing this issue on a wired connection too, or just on WiFi?

 

Please let us know.

 

Thanks,

Paulina_Z
Forum Team



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james315
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Message 23 of 40
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Re: WIFI Keeps Dropping Out

Hello I faced the same issue and I tried everything that you have. Even had engineers out at my home. I’ll not post everything I tried as that would take till after Easter

my advice is to buy and install BT wholehome 3 pack of mesh WiFi discs. I installed these and my entire house now gets Wi-Fi without any issues, these are dear at £195 but they are the best purchase I have ever made.

In my opinion you are having issues as the homehub is not capable of putting out a strong  enough signal for all devices to get fast WiFi and the way it handles WiFi is poor 

after 2 years of issues the above was the only thing worked for me. Hope you get it sorted 

nctibbels
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Message 24 of 40
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Re: WIFI Keeps Dropping Out

Similar i also installed tp link decos and never had a problem since. I also change the VM Routers to modem only

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pollywally
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Message 25 of 40
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Re: WIFI Keeps Dropping Out

I have shocked everything on the virgin app and .com and it seems to be just the wifi

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pollywally
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Message 26 of 40
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Re: WIFI Keeps Dropping Out

Yes I've been to the status page, devices etc, done everything it told me to to improve the WiFi but nothing has worked and it seems to be just the WiFi. We have only had this problem in the last month, it was fine before that and at our old house

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Ashleigh_C
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Message 27 of 40
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Re: WIFI Keeps Dropping Out

I'm so sorry to see this issue is still affecting you @pollywally

 

Just to confirm, I know you have tried all the steps on the service status page, can I ask if these are the same steps featured here? If not can you try these for me and see if that improves anything? 

Ash_C
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pollywally
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Message 28 of 40
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Re: WIFI Keeps Dropping Out

Tried the link you sent, even downloaded the app and scanned every room, it says the signal is good but we still keep losing internet access. The problem did seem to improve slightly after rebooting the router again for the god knows how manyth time but only for about 2 hours

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james315
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Message 29 of 40
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Re: WIFI Keeps Dropping Out

Mesh WiFi is the only solution 

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Paul_DN
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Message 30 of 40
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Re: WIFI Keeps Dropping Out

Hi pollywally,

 

Thank you for coming back to us, there are so many factors that can effect the connection when it comes to WIFI, we have improver our offerings around WIFI and now have Pods which will improve the connection all over the house. 

 

You can find our more around Intelligent WIFI and our Pods here.

 

Regards

 

Paul. 

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