WiFi Connected, No Internet, Constant disconnections

[SKJ777]

Hi,

I'm having issues with my WiFi being connected with full bars but not letting me access any webpage. This happens in any room of the house, even right next to the router. 

I am also experiencing very frequent packet loss despite being wired in using ethernet.

I have soft and hard reset my Hub 5 to no avail.

Please could you run a test and see if there are any issues?

[strangwooduk]

Experiencing the same issue here ,after being on the phone with virgin for 2 hours they just said looks fine our end we will send out an engineer in 2 weeks, I already know they have OTA new setting to thr routers and have killed them off, lots of others having the same problem from what I've been reading too 

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

[WorstISP]

The issue you are experiencing is a common experience of many customers of Virgin Media UK. They should be well aware of this issue by now.

If you log onto your router and check the logs you'll see a bunch of T3 errors. They won't fix it until a complaint is escalated to the ombudsman.

Start the complaint process by opening it here: https://www.virginmedia.com/help/complaints

Do not mention WiFi (They will try to misrepresent the issue as a WiFi issue because then it's not covered by any OfCom regulations). Test your connection with an ethernet cable and make sure you describe the issue as occurring over ethernet in every piece of correspondence.

From today you should start building up a document of evidence (Ping 8.8.8.8 and/or 1.1.1.1 each time you're disconnected, take a screenshot of the ping results, and build up a big document proving these disconnections, record the time & date etc). Your focus right now should be building up your evidence while Virgin drag their heels on fixing the issue.

It took 4 months for Virgin to fix my issue. They waste your time sending out techs to look at the cabling in your house first, even when they should know the issue is on the access layer by now.

Feel free to DM me for help with building up evidence for your complaint.

[Ilyas_Y]

Hey there @SKJ777 Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues with the internet connection that you have been experiencing lately.
Can you perform a hard reset on the Virgin Media hub? Pop a pin in the reset pin for 40 seconds and let us know how it goes.

Kind regards,
Ilyas. 

[SKJ777]

Hi,

I've pin reset the router twice now, once a month ago and once this morning and the exact same thing is happening.

My signal bar is full, I'm sat right next to the router and I get no internet, connected on my WiFi devices. I have tried several devices (iPad, two different mobile phones) so it is not the device itself.

It will work for a small period of time and then the connection just hangs despite no changing in how strong the signal is. 

I am also receiving disconnections on my PC which is connected via ethernet.

If you look at my history, you will see this happened earlier this year and it took the hub being replaced TWICE to fix this.

It is not on my end, it is the Hub because the issues are the exact same as last time.

[SKJ777]

Here is an example of the internet cutting out at random times throughout just today alone and this is just when I've been able to catch a screenshot.

It interrupts any streaming service, it impacts gaming quite harshly (disconnects because packet loss lasts for long enough to boot me out) and this is on my ethernet connected PC. These regular disconnects / hanging connections are worse on WiFi.

[Matthew_ML]

I am sorry to hear this let me send you a PM so we can look into this.