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finchie123
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Message 1 of 13
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Wi-Fi constantly stops working - "Internet May Not Be Available"

Hi,

When connected to Wi-Fi, my various devices (Samsung Galaxy's, iPad, Laptop etc.) will often show "Internet May Not Be Available" on them. The devices are connected to the network, and it's not even as if the devices are disconnected and reconnect.

This happens at least 3 times per week, despite the fact nothing is wrong on my service status. It's also only recently started happening in the last couple of months, despite being with Virgin for years since they took over from Blueyonder (so location connectivity is not an issue).

Each time I need to reboot my modem, which then fixes the issue - but it's a massive pain.

Does anyone have anything that they recommend? Is it simply a faulty modem which needs replacing, or are there underlying settings that need to be changed?

I have a Virgin Wi-Fi Superhub modem. 

Many thanks,

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BohemianSimian
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Message 2 of 13
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Re: Wi-Fi constantly stops working - "Internet May Not Be Available"

I have the exact same issue, but it happens at least once a day. Quite often around the same time, between 9 and 10, but if working from home it drops several times a day. It comes back on after 5-15 mins on its own. No amount of resetting works, and the status is always fine. It's been going on for months and it's making work from Home, or even watching a service like Netflix pointless (in fact we cancelled Netflix as we were sick of it stopping).

I've tried Virgin twice, both months ago, each time the service was normal so they did nothing.

Help!
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BohemianSimian
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Message 3 of 13
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Re: Wi-Fi constantly stops working - "Internet May Not Be Available"

Scrap that. It's now gone off for the 3rd time in 2 hours.

Router has been reset 5 times today. Nothing.
Status in the area is fine.

I've changed the router frequency several times - it doesn't affect this issue.

I've had the router 2 years - could it be I just need a new one?
ANYTHING to be able to use the internet we pay for Smiley Sad
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BohemianSimian
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Message 4 of 13
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Re: Wi-Fi constantly stops working - "Internet May Not Be Available"

2 days on. Another 2 days of problems and yet another evening where the "Internet may not be available".

Meaning - unless you have mobile data it really isn't available.
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Forum Team
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Re: Wi-Fi constantly stops working - "Internet May Not Be Available"

Sorry to hear about this finchie123,

 

I'd like to look into this for you.

 

To allow me to do so, could you respond via private message with the following information?:

  • Please can you confirm your name and if you are the account holder?
  • Home address

Nat_J


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WillWilson
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Message 6 of 13
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Re: Wi-Fi constantly stops working - "Internet May Not Be Available"

Hi,

Not trying to threadjack but also got the same issue, can you PM me please.
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Re: Wi-Fi constantly stops working - "Internet May Not Be Available"

Sorry to hear this WillWilson, :/

 

I've responded to your individual thread regarding this.

 

Speak soon,

 

Nat_J


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NEILWESTLAND
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Message 8 of 13
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Re: Wi-Fi constantly stops working - "Internet May Not Be Available"

I had exactly the same issue when trying to log into my friend's WiFi. He is a VM customer, I am a Virgin Mobile customer. He gave me his password, but although I got connected "Internet may not be available". I have a Virgin Samsung S8. My wife, also a Virgin Mobile customer and her iPhone 4 had no issue. Please help. I go to my friends again in two weeks for the weekend.
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Re: Wi-Fi constantly stops working - "Internet May Not Be Available"

Hi there NEILWESTLAND,

 

Thanks for letting us know about this.

 

I would like to investigate this further for you. To allow me to do so, could you respond via private message with the following information?:

  • Please can you confirm the name of the account holder?
  • Home address registered via the account

Nat_J


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finchie123
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Message 10 of 13
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Helpful Answer

!!!!! THE FIX !!!!!

Hi everyone,

Just thought I'd update you all on the fix.

Basically, contacted Virgin Media who said it was because I had an old Superhub 2. Apparently a lot of the firmware and things that they push through the network is beginning to lose compatibility with the old Superhubs... This eventually leads to weird connection issues and errors...

If you just give them a ring, they'll organise for an engineer to give you a free upgrade to the Superhub 3! To be honest, it's not noticeably different from the Superhub 2 - except for the fact that this issue is fixed!

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