Hi all. Got virgin today. Self install. Internet is super fast but when I attach TiVo to the cable as well as the router within a minute the router loses connection and cannot connect any more. I followed the install instructions perfectly. Both TV and new work great when plugged in alone but net problems when both connected. Tried to contact customer services and after a hour of not talking to anyone I gave up and can't find live chat. Can anyone help me please
Hello, sounds a bit of an odd one but as it's something I have seen on multiple occasions whilst out of various jobs following a self install it's worth an ask,
In the pack I expect you received a connection with a cable labeled for broadband and a cable labeled for TV, with an ether net connected to both as well, if so then use that ether net cable to connect the box to the hub,
However one thing which is still included in packs (which I hope is taken out soon) is a second seperate ethernet cable which some. Customers often plug into the hub, (both ends) which causes the loss of broadband.
Is this something you may have done? Even if it was just to have all cables and connections that you had been sent in use.
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Hi thank you for reply. I have not used the extra ethernet cable. Normally I am very good at troubleshooting problems myself. I have only used items that came in the pack. I have co-ax from wall to splitter then the cable you mentiined that is marked TV and router. Both coax are connected to the right items and the ethernet is going from port one on the router to the TiVo. At the moment I can either have the TiVo connected or the router but not both at same time as I lose internet connection. Do you mean disconnect the co-ax from the TiVo but leave the ethernet connected. Thank you for your help
Tried with and without the splitter. It's a V6 box. Connected back up this morning and seems to be behaving itself now TV and net working together nicely. Thank you for your help. I will keep a eye in it