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TheDays
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Internet drop out

Recently been sent a super hub 3 but several times a day the internet will just drop out! Virgin media have told me it’s a WiFi issue and to move my hub, download apps and run tests (I’ve done all of that) but it’s definitely not a WiFi problem as even the stuff connected by Ethernet cables stop working! According to the vm  website there is no know issues in my area! Anyone else experiencing same issues or know how to fix the problem? 

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PP2
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Re: Internet drop out

We are having the same problems here in Longstanton and Willingham the broadband has been terrible lately drop outs slow speed several of us are now emailing the CEO of Virgin Media to complain. His email address is

lutz.schueler@virginmedia.co.uk

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jbrennand
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Re: Internet drop out

VM dont respond to eMails

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b.- the UK call centre is still picking up and calling at 08.00 (Mon-Sat) or 09.00 (Sun) gives the best chance of getting through quickly.

You can also text them on 07533 051809 include account name/number and what the issue is – replies usually take longer.

Or, a VM person should pick this thread up and be able to help but it can take 5-10 days.

If you want someone to look at your connection - post up the Hub stats and a link to a BQM - search the Networking Forum - there are loads of posts with How to's on there.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Jayb1
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Re: Internet drop out

Check all your connections are tight from hub right back to the box outside. Loose connectors are one of the main causes of drop out especially with hub3.

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