Virgin Media Community

[Thorskettle]

Hi

For quite a few months now I’ve been getting issues with my Hub 3, every couple of hours throughout the day the green wifi light flashes and all devices in the home lose connection, 5 minutes later it reconnects, I contacted virgin media and they said there’s no issues from their end and they sent me a new hub 3 and an intelligent wifi pod, this has made no difference the same problem still persists on the new hub and the wifi pod doesn’t connect to the hub either (just flashes white forever). 
does anyone have a clue what the issue is? It’s such a pain as when everything loses connection I have to sign back into all devices, virgin say there’s no issue, but I’m losing the will to live!! 

[Adduxi]

Usual request.  Post your Downstream and Upstream power levels and network log.  Also setup a BQM monitor here www.thinkbroadband.com/ping

Once done, we can comment.  Thanks.

[Thorskettle]

 

 

 

 

 

 

[Sasha_W]

Hi @Thorskettle, 

Welcome to the forum page and thanks for posting this on here. 

Sorry to hear you're having some issues but we can certainly take a look into this for you. 

From looking at your account via your forum information, I can see that you spoke to our team very recently. Just to confirm were they able to look into this and sort this out for you? 

If not I am more than happy to help you but please do let me know 🙂 
 

Thanks 

[Thorskettle]

Hi

no it’s not been sorted, this issue has been going on for months now, I’ve contacted virgin multiple times regarding this, there saying there’s no issues from their end, they sent me a new hub but the problem still persists, they sent me a wifi pod but it doesn’t work, I’ve took the cables out and checked all connections everything’s fine, but my hub loses connected throughout the day and has been for months, it is really annoying that I’ve had to put up with this for months for the money I pay you I expect it to be fixed ASAP! I’m thinking of moving to another company as this issue doesn’t seem to be getting resolved! 

[Thorskettle]

 

 

[Zach_R]

Hi @Thorskettle,

Apologies for our delayed response here. Is this issue ongoing for you today?

If it is, would you be able to provide a link to the ongoing BQM test? Those appear to be screenshots, and it'd be good to take a look at how your connection has been and will continue to be whilst we look into this.

Thanks,
 

[Thorskettle]

Thank you

https://www.thinkbroadband.com/broadband/monitoring/quality/share/00e6bc2b8872b238246307a6136c3a4fe7bea36f

[Zach_R]

Hi @Thorskettle,

Thank you for providing that, it's really helpful.

I can't see anything of notable concern being displayed there. Have you performed a factory reset of the router yet to see if that helps to alleviate the problem at all?

Thanks,
 

[Thorskettle]

Yes done that numerous times. I’ve also had a new hub and it made no difference. When the problem happens the green wifi light starts flashing then everything in the house loses connection. It’s been going on for around 4 months now.