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Internet constantly disconnecting at random times.

Joining in

It's genuinely astionishing how often I disconnect from the internet. It seems to be a problem specific to VirginMedia. My parents had the same problem and changed internet provider, it may not be as fast overall, but the new provider has never disconnected. It's a regular occurance and it doesn't seem to be just us.
My grandmother also has the same issue with constant disconnections. I see there's a lot of questions asking why they are always disconnecting.

How comes all the other 'worse' internet providers are able to give us a genuinely better service than the so called 'best in the country' ? Surely if you are the best in the country you should be able to ensure your users are actually able to use the internet, like all the other companies are. Your internet speeds mean nothing if we disconnect multiple times a day.


Very Insightful Person
Very Insightful Person
Ok to troubleshoot - can we start here....

Firstly... can we check… are the diconnects only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check by testing on one - to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

no.. the dcs happen to wired connections. Its a hub3 model I believe, n obviously the lights show us if its working or not... most of the time. Theres countless times where my internet disconnects for 10 seconds, but thats long enough to ruin everything im doing, but not quick enough for my computer to register the internet is properly down. (it takes about10 seconds for icon to change to no net). Its beyond a joke at this point. I havent hated a company as much as I hate virgin in all honesty.
virginmedia seem to have a hard on for being the best due to the speed but as Ive said many times before. SPEED MEANS NOTHING IF I CANT USE IT.

I ignored this for 3 weeks because I was just so fed up with it n having people all 'aRe tHe HuB lIgHtS oN?' like im some kind of idiot. Ive dealt with this for years at the point. back in my old house and now here. I've obviously done 50 different types of troubleshooting. Ive had technicians come out. Nothing fixes the constant disconnections. nothing.
no other company has this problem so its obviously fixable n its on virginmedia end, not mine.
so fix it. -.-

Hi grimdog, thank you for your posts on our help forum and a warm welcome to our community.

We're sorry to hear of this issue with disconnections on your broadband being ongoing and how you feel about our services due to this experience. 
Our faults staff would need to ask some basic troubleshooting questions to determine what's causing the issue and how to fix it based on our processes in place, sorry to hear this caused your frustration previously.

Could you please tell us what lights come up on your hub when a disconnection occurs?
Have our team advised of any issues at the local network perhaps that might be affecting you? 
For network issues in your area you can check this page here.
Sometimes it happens to get these drop outs when a new service is being installed, did you have any changes to your services recently that could cause some temporary instability until they complete?
Any new equipment fitted?

Please, let us know of the above and we're eager to assist further with this.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

lol yeah ok sure why not ill repeat everything that's been said to your company at least 25 times over the years with no fixes, but okay, I am sure that repeating them here, online, will help.

most of the time there is just a 'bar of light' under the virgin logo that is a red/white mixture. Which is no change to how it is now, online and working (kind of but ill get into that)
There's no indication that the internet is disconnected, the internet pages just stop working and then 3 mins later my computer will let me know the internet is disconnected.
This morning alone, while I was doing something I had facebook open in the background and I noticed a notification in the corner.
'You are now offline' followed by a 'You have been reconnected' 10 seconds later and then repeated about 5 seconds later with another disconnect and reconnect. That happened about 7 times before it stopped.

Last night, the night before and the night before that, I've been watching things online and then it just stops. Page goes down. 'Cannot connect to DNS' or something. Randomly. Mid episode so it's not like I've tried to refresh the page.
The amount of times I need to reset the HUB is an actual joke and even then it doesn't fix it. maybe 35% of the time it'll fix.
When it goes down I instantly look online to see if Virgin is down in my area, 9/10 it's not. There's no issues, yet I'm constantly disconnecting or not connected at all.

I honestly do not care if you have the best internet connection in the country. I don't care how big your ego is as a company to think that you are literally untouchable due to how good your internet is. But that's a bold face lie. Your speed may be great, but when it's impossible to use, there's no point in the speed is there?

I literally do not understand why there are so many disconnects and it's not even an isolated area, when I was at my mothers it was the same problem until she swapped to Vodaphone for that very reason. Since swapping, no disconnection problems.
What I want to know is how comes 'worse companys' are able to give better service than you and what are you going to do about it? Because whenever I talk about Virgin to people now, it's never positive like it used to be. I suggest people actually leave your company and join somewhere else.

I've started to hate this company with a passion.
Whenever I call, you always tell me there's no issue with my connection even though the only reason I call is because I'm not connected. And then you're unable to help me at all.
'Try to turn it off and on again' Cheers, never thought of that one.
It's got to the point where I just deal with it and contimplate killing myself due to sheer frustrating due to it happening to often and regularly. I react like this when it's happened another 25-50 times to me. Doing this every time it disconnected I'd never stop posting or be off the phone with you guys.
I'm starting to think I'd rather leave my kids with Jimmy Saville than actively join you again if nothing ever gets fixed.

This cant be a me problem.
I've been living in TWO separate towns with TWO separate people that has the same exact issue. So you can fix it on your end.

Hi there.

I have raised two separate posts on here with an almost identical fault.

The only answer given will be to send a "tech" to look at the fault.

However, if they (more than likely) find no fault, you may well be charged for the visit.

The following links are for the issues I raised.  It may be of some help but at least

we are not alone !

Please feel free to get in touch as I am sure there are many other users who

have the same fault, but maybe don't notice as email and normal surfing don't seem

to show up this fault.

Solved: Re: Virgin Media Hub 3.0 constantly disconnecting - Virgin Media Community - 5117803

Solved: Virgin Media Hub3 disconnects - Virgin Media Community - 4981353

We truly hate to see you feel this way @grimdog.

We want to do our best to help. In this case, I have sent you a private message. Please look out for the purple envelope and provide a response when you can. 


Forum Team

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