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Wi-Fi continually dropping out.

Joining in

My speed when connected is ok, however it constantly drops or won’t connect to devices. Even trying to run speed test on the connect app it couldn’t find a connection to test.

I have gone through multiple re-sets and removed all devices possible but it continues to drop. 
my router is very old (2015) however I can’t establish how to get a new router from Virgin?


I have a pod hoping this would help but it drops and or won’t connect even stood in the same room as the router.


Forum Team
Forum Team

Hi there @Mike103 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that you have faced this issue with your connections, can I first ask if this happening across wired or WiFi connections, or both?

When the connections drop, is it across all connections at once or do the devices drop at different points? 

It is across all devices (different types, makes etc) using wireless connection, we regularly have issues getting any connection. when connected speed seems ok.


Thank you @Mike103 

I've not been able to locate your account via your forum details so I'm just going to pop you a Private Message so we can get a bit of information and take a look.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Joining in

It’s very frustrating that Virgin media respond on this forum appearing helpful and suggest direct messages but then do not reply to any messages. 
it’s clear I need a new router - the current one being 7 years old but it is impossible to get hold of anyone from Virgin media to supply this. 

Hello @Mike103 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your connection issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment