on 10-11-2021 09:12
so heres my issue i stream on twitch and every night around 12am the internet cutts off i run the test on the virgin media app and it says theres a issue i contact virgin media the next morning and go through all the checks and what not and get told the issue has been fixed the same evening internet cutts off again at the same time. i have a engineer appointment to fix out tv will they be able to check my internet aswell as its really becoming a annoying problem and im not too happy with the customer support as it took over 5 hours yesterday to even get the appointment for the tv. thanks
10-11-2021 10:11 - edited 10-11-2021 10:14
Could be the Hub is stuck on an upgrade and keeps trying each evening.
Try a full 60 second factory pinhole reset. Make sure the passwords on the bottom of the Hub are legible as you will need these after the reset.
Remove any ethernet cables. Press the pinhole reset for a full 60 seconds. Do NOT reboot the Hub after this, just let it do it's thing. Once the Hub has settled down after 10 - 15 mins you can use it as normal and replace the ethernet cables if needed.
As an aside, consider setting up a BQM for your records - www.thinkbroadband.com/ping
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 10-11-2021 12:51
Also worth checking with the faults team
Check with Area faults on 0800 561 0061 or if you have a VM landline 150
11-11-2021 03:09 - edited 11-11-2021 03:12
so i reset as u said still cut out at the same time
this is what that tracker showed so somethings not right as u can see it happens the same time i spoke to them the other day they said its a area issue and its fixed but it really isnt fixed as its still happening
https://www.thinkbroadband.com/broadband/monitoring/quality/share/0002174648bd6baaba3ec98227c2171763451301-11-11-2021
on 12-11-2021 00:57
well still after resetting the router checking the cables its still happening although its actually worse now twice in the same night and now my samknows realspeed test is coming back at 10mb instead of the gig 1 im supposed to get
on 12-11-2021 12:22
Yes, thats a bad BQM with lots of packet loss. If you wait here a day or two a VM Mod should pick this up. Otherwise phone it in.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 12-11-2021 12:35
ive showed virgin media support via the virgin media app they still seem to think nothing is wrong but thankyou for replying i have a engineer booked for today and im going to ask him to check the internet stuff aswell as the tv hes coming to fix
on 14-11-2021 16:22
Hi Toxicspectra,
Thank you for taking the time to post your review, I am sorry to hear you have been having issues, I have located your account and can see there are some issues with your power levels that require a tech. I will pop you over a PM and we can go from there,
Zoie