Virgin Media Community

[RogueGeordie]

Hey all. 

I've had the giga1 with hub4 for a few months now and honestly I'm at the end of my tether here. At least 10 times a day my entire broadband network is dropping out completely. Hub them resets itself. This has been happening every day for at least 3 months now. Called up so many times each time placed on 24 hour monitoring. Had engineers out to look at inside line all fine. 1 mentioned that it'd the out side line (box to home) that needs to be replaced as it's old but I can't get anyone on the phone to actually 1 understand the problem and 2 do anything about it. Paying £62 a month for a service that's not working properly and is also costing me money on top of that due to not having reliable broadband. 

Somebody anybody please help

[Hayley_S]

Hello @RogueGeordie,

Welcome back, thanks for posting.

I am sorry to see this.

Can you please tell me how it is for you at the moment? Have you recently moved home? 

Many thanks, 

[RogueGeordie]

Hi Hayley, it cuts out roughly once an hour at the moment. No we've been here for 11 years amd have had virgin broadband for many years but since getting the giga1 and hub4 it's just been absolutely horrendous and there seems to be no communication between the engineers coming out and the people sending them out as they come out and have no idea what they're supposed to be fixing. 

[Adduxi]

For your own records, setup a BQM here www.thinkbroadband.com/ping

Also post your power levels and network log.  Once done we can comment.

Are you dropping the connection on wifi or wired ?

[RogueGeordie]

Adduxi, hi its all connections the hub will drop completely drop then will restart itself 

[Adduxi]

Okay, please post all levels etc. as requested. 

[Molly_T]

Hi RogueGeordie. Sorry to hear of these ongoing connection issues with your Hub 4, and your poor experience with us trying to get it resolved! I can appreciate your frustration given your experience so far, and technicians visits which have not resolved the issue. 
I will need to send you a PM to confirm a few account details so we can run some diagnostic tests and look into this further for you. You will find the PM in the top right corner of the page in your inbox. 
We can return to this public thread with an update as soon as possible - please do post your BQM data for the community as Adduxi requested in the meantime! 

All the best.