Hi. I know there are a lot of previous posts regarding intermittent broadband but the ones I have read have not been the same as the issue I'm currently experiencing.
My broadband is cutting off for around 30 seconds every 10-20 minutes or so. When it cuts off the green WiFi light on the hub lights up, then it starts flashing and then the broadband comes back on. I have done the tests online to check the connection, and they say there is no problem. I have tried to set up the app, as this is also suggested online and every time I try and connect the hub to the app it switches off. I've checked all wires and connections, and as far as I can tell they are all fine. I've tried and failed to get through to an actual person at virgin on the phone, but i keep getting cut off.
Someone please help me! I'm not great with technology, all I want to do is speak to someone who can help me - either tell me how to fix it or organise new equipment or someone to come out and fix it, but I cannot get through and it's driving me insane. I have the hub 3.
What does the service status page or the 0800 number say about current know outages or maintenance?
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0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.