Virgin Media Community

[babydeliveryman]

@VirginMedia superfast??? Also on O2 so get 200 speed. I'd be better off with two tin cans and string. Every time it rains I get the W02 error and all goes off. 15 times last week. They want me to pay £288 to buy myself out of this. Same today went off last night and still no connection. X

[MOD EDIT: Subject title changed for clarity]

[Paulina_Z]

Hi @babydeliveryman,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're unhappy with your services and are seeing the W02 error on your TV regularly.

Have you been able to take a look at the W02 Error Code page to see if these steps can help with your ongoing issue? 

After checking our systems, there are currently no area issues that would be impacting your services. As well as this, I cannot see any power level issues that would be impacting your broadband services. 

Can you confirm what services are impacted by this issue? We'd love to help further.

Thank you.

[babydeliveryman]

The TV goes off on a fairly regular basis, certainly weekly recently and sometimes more frequently. When I spoke to your faults dept I was told my connectivity had gone off 15 times in one week and she had instigated this issue and I would be contacted. It's been about two weeks and no ones been in touch. It went off at 20.35 ish on 12th April and came back on mid morning near lunchtime with the same code. Your site stated it would be off midnight until 8am which was wrong. The mbps varies greatly and I've never seen the 200 I'm meant to get. It's not unusual to have only 39 mbps or no download capacity. 

[babydeliveryman]

 

[Kath_F]

Hi babydeliveryman, 

Thanks for coming back to us on this. So looks like you've raised a few different issues with the connection there so let's break things down. 

With your speed, the screenshot you've posted is showing this via a WiFi connection. We need to concentrate on ensuring you are getting the correct speed via an ethernet cable first. Make sure you are plugged in to the hub using a Cat 6 cable and can you also check the network card on your laptop or PC to ensure this is 1GB. Once you have checked these, reboot your Laptop or PC into safe mode with networking and try doing a speed test via speedtest.net. Please post the results back here 🙂 

With regards to the previous fault you mentioned, any fix times noted are only estimates based on the information we have at the time. Whilst we work hard to meet them, sometimes we need to extend them and this is unavoidable. When this happens, we do update the Service Status page as well as our Service Status line on 0900 561 0061. 

Finally with the V6 box, do you have this connected to the Hub via an ethernet cable or through the WiFi. If the latter, it may be worth connecting it via an ethernet cable instead as this will give it a much better and stronger connection. 

There are so many things that can influence a WiFi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here: WiFi Help

The Hub's location could also be causing the coverage problem so we do need to check the positioning of it. Can you please ensure the following: 

• Out in the open
• Next to the TV not behind it
• Away from large bodies of water (e.g. fish tanks)
• Away from baby monitors and cordless phones
• Away from microwaves

Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi. 
If that doesn't help, as you have the Hub 3, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that by clicking here. 

Please keep us posted on how you get on. 

Thanks, 

[babydeliveryman]

Dear Kath, 

The screen shot is from my wife's phone that I'm not aware of it having any ability to be connected via an ethernet cable. I don't have any fish and my house is constructed with accrington brick, not concrete. The hub and box are in exactly the same positions that your engineer installed them in the other year and have been ever since. We got good service since until relatively recently when this issue developed. All I want is what I am paying for which at the moment I am receiving intermittently. For your information the woman from the faults department said, as I stated previously, that I would be contacted re this. I am still waiting. Ian 

[Vikki_M]

Hi @babydeliveryman

Thank you for your reply. 

Do you have any device such as a laptop that you could connect to the hub direct via Ethernet cable please to run a speed test?

This will give us a much better understanding of the speeds going to the hub.

As mentioned by Kath everything looks okay on our end. 

When you were advised of the 15 disconnections, was this during a known outage period? 

Please pop us a reply when you can. 

[babydeliveryman]

I've just done a speed test as requested on the virgin site and got 185 mbps download speed and 20.9 upload in 13 ms. At the same time on my wife's phone she was getting 72mbps, obviously on wifi. It was a woman from your faults dept who told me about the 15 times but she never gave me details. I'm still awaiting being contacted as promised by her and you advert promises connectivity around the house but this isn't true in my case unless hardwired which is impossible and not what was agreed at point of purchase. Ian

[jem101]

You know, what I found curious is that everyone has become fixated on WiFi, when the real clue was in the opening post on this thread?

"Every time it rains I get the W02 error and all goes off."

What happens when it rains? Water comes down and if said water gets into a bad or loose cable joint then it can play havoc with the connectivity. The fact that this is impacting both your TV and internet (which all enters via the same cable) is really quite telling. Even if dry, a bad or exposed joint will cause intermittent connectivity issues.

Basically unless you can find it yourself by checking the cabling all the way back to the Omnibox on the outside wall, then you’ll need a technician visit to hunt it down.

There, not so hard was it?

By the way two things, the 15 disconnections in a week - I’m really tempted to think that no the person you spoke to just made that up, or misunderstood what they were looking at, and the 75 Mb/s or so speed on the phone is about right if it has connected to the 2.4 GHz WiFi band.

[Kath_F]

Hi babydeliveryman, 

Thanks for coming back to us on this. 

As you're getting the speeds via an ethernet cable, this shows that the speeds through WiFi will be lower due to interference. The things I mentioned previously are not things that I mean are happening in your house but just showing the types of things that can affect the service. 

Have you used the Connect App? This will allow you to run a home scan as you may need some WiFi pods to help boost the WiFi. 

I'd also like to clarify that with the W02 error - this is relating specifically to the connection to the V6 box which is why we are focusing on the connection side of things. If the WiFi isn't up to scratch then it will affect the V6 box if this is connected via WiFi too. 

We wouldn't look to book an engineer currently as there is nothing to suggest one is needed. Try running the home scan and pop back and let us know if that suggests anything. 

Thanks,