I've been having this issue every night for approx. 3 months now. Mine will disconnect around 12:10 to 12:40am every night without fail.
I've called a few times in relation to this, first time I was asked if I've got an old CRT TV nearby to the router as this will be causing issues, call handler also tried saying maybe everyone's online around this time so that's why it disconnected, perhaps they're gaming so this is why the network can't handle it.
I don't see how this will be causing an issue, she told me to do a pin hole reset and check if that fixes anything, I conducted a pinhole reset and that night it disconnected me again around the above mentioned time.
I called customer service again after a wait time of totalling approx. 3hrs, in multiple calls as it kept cutting out, support over the phone doesn't seem to understand and tries to blame the issue on me as I've got too many devices connected to my router, I mentioned that around the time of disconnection I'd check twitter and I see other people posting about it. also mentioned that I've seen posts on the virgin media forums relating to this, but again tried to blame the issue on me and said everyone’s uses their network differently so cant compare it to other people, even though I said I’ve checked forums and twitter of issues. So clearly, I’m not the only one with this issue.
Call handler said to monitor and call again if I have this issue. Honestly, I just can’t be bothered to wait on the phone for over an hour to speak to someone for 5 mins only for them to read off a script or tell me options I've already done.
I recently had my router changed due to similar incident where I’d get disconnected, maybe 6 months ago.
I don’t know if it’s the wiring to my property that’s causing this issue or I just have to stay in this constant limbo of replacing my router every other month just so I can use the network.
Hello Shwrb and sorry you're having disconnection issues with your broadband. I've tried to find your details using the information we have on here but I'm unsure whether I'm looking at the right details.
I'll send you a Private Message so I can grab some details from you and we'll pop back on the public thread. Please reply back to my Private Message 🙂
Thanks for the details @Shwrb and I've managed to locate the correct account. I've had a good nosey at the networks and can see high upstream power levels so I've arranged for an engineer visit for the soonest available date. You may find the details via the online account where it can be re-arranged if necessary.
Please wait for the engineer visit and let us know how it goes.