I've had Virgin for about 1 month. The internet speed seems good but the connection seems to keep dropping. This happens mainly when I'm on video calls on my laptop, it doesn't disconnect completely but sort of freezes and I get no video or sound for around 10 seconds or so then it resumes. This is across multiple programmes e.g. on both teams / zoom etc. Also happens on my phone when using wifi audio calls, it seems like the call has cut off and no sound then picks up again after around 5 seconds. This is happening every 10mins or so when on video calls and more frequently on my phone (which is rather frustrating as miss key parts of conversations!) Have tried all the troubleshooting on virgin website, resetting router etc, checking cables. Had no issues at my previous address with different internet supplier. Thanks for any help!
Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time.
Then we can check for any obvious problems with power, noise or error counts.
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Welcome to our Community Forum! Thank you for your post, and I'm sorry to hear that you're experiencing some connection issues at home!
Thank you to @Andrew-G for helping identify the issue. From what I can see on the system at the moment, there are some downstream power level issues active on your account. It will need a technician appointment to have this resolved.
Before I can book the appointment, I will need to confirm a few details with you. Please keep an eye out for a purple envelope at the top right corner of your forum page. I will be in touch soon.