3 weeks ago
- last edited
3 weeks ago
My router has been doing this for over a month, sometimes several times a day and sometime only once a week, either way it is unacceptable. I am shielding due to being clinically extremely vulnerable and have a autistic 5 year old son who is none verbal and has meltdowns when the internet cuts out while he's trying to watch his cartoons! I've tried calling over 20 times and can never get though, my son kicks off if I'm not with him so can't be on hold for over a hour on the times it actually puts me in a queue on hold! This is clearly a breach of contract on Virgin Media's side for not providing the service I'm paying for and not having anything in place to allow me to report these issues, not even a online chat like sky or plusnet! I've never had such a intermittent connection with any provider! Can someone please help?
What Hub model is it and what do the various lights on it show/do when you have the issue?
Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly.
If you follow options 1,1,4,4 they usually pick up straight away as they think you are calling to cancel your contract
You can also text them on 07533 051809 include account name/number and what the issue is – replies usually take longer.
A VM person should pick this up here and respond, but it can a week or more for them to get here.
If you can - follow this protocol - its not really that daunting ! ___________________
First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes
Then Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.
Then, Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you automatically. You may need to click the "submit" button again once or twice to get it to do that and "send" the post.
Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.
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.