WiFi keeps disconnecting for weeks

[lisasim]

Hi Team!

My wifi has been getting worse over the last few (like 5-6) weeks. It first started dropping in the evenings for short periods of time, and now it down most of the time than working. I tried rebooting, tried every automated service, followed all advice and the issue is still the same and I cannot get through to a human to book an engineer. All this while the bill has been increased lately.. 

When i reboot it, i have green arrows flashing which as i understand can be a physical connection issue for which i need to book an engineer.  Can you help? Getting desperate here, can't work and running out of my phone data.. 

[jpeg1]

Check for a local fault on 0800 561 0061

Are ethernet connected devices also affected? 

[lisasim]

Hi,

Don't think i have anything connected by ethernet. The only devices usually connected to my wifi are TV and laptop, so definitely not an overload problem. 

I called, they say there is a complex issue and they are working hard on it, but it's been like this for 2 months now and i have practically no internet now. They send a link as well that supposed to tell me more, but when i click on it it says no problems detected in my postcode... I'm lost here 😄

[jpeg1]

Have you tried that local number? 

[lisasim]

I have yes, my response above is about what their answer was. Its an automated robot response, did not help

[jbrennand]

A VM person will respond here in a day or two and can give you some more info on the fault

[Robert_P]

Hello lisasim

We're sorry to hear of the broadband issues impacting your wireless network and connections, we appreciate you taking the time to raise this via the forums and welcome to the community.

Are the issues only over a wireless connection? Are you experiencing the same problems on any wired devices you may have? We have these tips available to help with broadband issues:

• Service status page - virg.in/service
• Wi-Fi hints and tips - https://virg.in/wifisos
• Wi-Fi troubleshooting - https://virg.in/wifinotworking
• Slow speeds - https://virg.in/SpeedUp
• Speed test - virg.in/speedtest

When running a speed test we would always recommend running this via a wired connection This can be completed using an ethernet cable via a PC or laptop and will allow us to see the speeds available at the Hub.

We do have the Connect App https://virg.in/connectapp that will allow you to scan your property to optimise the wireless network and if needed order pod's. Depending on your package these may be free but any package is eligible for these if needed.

Rob

[lisasim]

Hi Rob,

Thank you for your response! I've done the speed check and area check. The area check has been saying that there are issues at my postcode for at least 10 weeks now, with no change or updates. That link also says there's an option to chat or call a technician but a chat is an automated bot that asks me to reboot the system (which didn't help) and I can't find a way to book a technician.

In the past it happened, but the issue would usually be resolved within a day or two. My biggest problem is constant disconnections though, and at time complete absence of internet. When it works, it works. But these are just windows of time i have. How should I proceed? 

[Megan_L]

Hi Lisasim, 

Thanks for your post, I am sorry you're having this issue with your broadband services recently. 

I have had a look at your services on my side and can see there is an area outage, which is regarding an SNR issue. 

This is due to be fixed  - 16 DEC 2022 15:00 - but please be aware this is just an estimate, it could change depending on what the engineers find. However, I am sure they will be working incredibly hard to get this fixed as soon as possible for you.

I am sorry for the disruption and inconvenience this has been causing.

Thanks, 

Megan_L