Hi! So I’m a fairly new customer of a couple of weeks. Had a couple of weeks great internet after the opening day shenanigans from a previous thread.
However yesterday it went down 3 times that I noticed. And had just gone down another time. Usually 5 mins or less it goes down. It seems to be a network fault - my phone, wired and wireless connections all go, get the green lights on the front of the router (were red at one point I think).
Note: Although it does behave like a full loss of connection to the virgin network - it also kicks all devices of wifi so I can’t even log into the router at that point.
I just got off the phone with someone at support, she did confirm there was an intermittent problem in the area that should be fixed within 24 hours, but also took me into my routers settings and had me change my wifi bands and said that would fix the problem. I asked how, and she just said it would help with no explanation. I think it was a poor lady following a script.
So I’m not exactly sure what’s going on? Is there a problem in my area? How will changing my wifi bands help if there is? Or is my router playing up already?
Thanks for your post and apologies to hear that you've been having some issues lately.
Whilst changing your WiFi bands will help to optimise your WiFi network, it won't help resolve any issues you're having on a wired network.
Taking a look at your Hub, it looks as though you are having a prolonged power level issue. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account.
I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
As the signals levels are not optimal, it may cause further issues so once you're home from holidays, if you notice the drop outs and continued problems, we'll need to get the visit booked in for you. Just pop back here publicly and we can sort it 🙂
The checks are still showing a prolonged signal issue. If you are happy with how the internet connection is then we can post pone the engineer visit for now but please do get in touch with us if you notice any deterioration in service.