on 09-10-2021 10:25
Hi all,
I have a broadband subscription and use a Hub 3. My wifi was working fine for a few weeks but suddenly stopped working. I can connect to the router via wifi (on all my devices), but it doesn't connect me to the internet. Few key points:
* The LAN port works when connecting to my Linux desktop
* My router was replaced and the issue persisted
* During a second engineering visit by Virgin Media I was told that nothing was wrong in the area and, quoting the engineer, "there's an issue with occurrence". He said there's nothing the engineers can do and it's an issue with the account. I should call Virgin Media L1 support and "recreate" my account. I tried doing that but nobody I spoke to knew what this meant; one person suggested cancelling the account and signing up again (which would incur a cancellation fee!!).
One semi-useful person on support suggested I go to the router stats on 192.168.0.1. Here's the output (unfortunately only have pictures, didn't save as text files).
On top of all this ridiculousness, I just went to 192.168.0.1 for my new router, reset my settings password and now Chrome and Firefox show "Connection refused" when I try to load 192.168.0.1. So I can't even troubleshoot the new router!!! :(((((
I'm very close to just accepting the cancellation fee and going for Vodafone/Sky.
Any help is greatly appreciated!!!
on 09-10-2021 15:27
on 11-10-2021 16:53
Hello @mib137,
Welcome to the community page, thank you for posting.
I am sorry for any issues with your Wi-Fi connection.
I located your account and can not see any known issues detected on your equipment, can you please tell me if the pinhole reset that @jbrennand mentioned helped?
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 11-10-2021 21:14
Hi @Hayley_S,
Thanks for reaching out. No the pinhole reset hasn't helped. Also I went through the factory reset procedure numerous times (and got the router replaced by a Virgin Media engineer). Could you check if there's some sort of oversubscription in my area or something?
How this keeps happening after 2 engineering visits and 6+ hours of phone calls with support is beyond me. Any assistance appreciated
Thanks
Michael
on 14-10-2021 09:59
Hi @mib137,
Thank you for giving that a try and apologies for the delayed response here.
Using the details that you provided when signing up to the forums, I've checked the line for the account and no faults are coming up here with our tests.
Is the issue ongoing today? If so, is your wired connection also impacted? Can you also set up and share with us a live BQM so that we can take a closer look at your connection for you?
Thanks,