Internet Connection dropping multiple times everyday
So I am at my wits end and seriously looking at alternative providers.
Daily repeated drop out of internet and wifi has required daily reboots of the HUB3 and now we have reached a point where we have to pinhole RESET it every few days with increasing frequency. I am not a tech geek so have no idea what to do to fix this!
I have called 150 and the automated operator system will NOT accept my password which I know to be correct!! I am still on hold in the system after 40 minutes holding and I am determined to speak to someone as I need this sorted NOW!
I have been a loyal VM customer for many many many years and this is the worst level of service I have ever experienced, now when we need it the most!
My husband and I are currently working from home, I am also a carer for a disabled parent who lives with us and needs internet access for care and we have 2 teens who are also pretty much stuck in the house since March... We have had to restrict devices to one each online at a time so that makes 5 at any one time, which in itself is really difficult when you are working and one person needs a phone and a laptop and wifi printer......, yet Virgin is still not coping at all!!
Don't even get me started on the CONNECT APP! Which is shockingly unreliable and substandard... it feels like once Virgin have your custom they don't care anymore.....
Interesting that the problems have only really been noticeable since our fixed term contract expired and my monthly cost has rocketed.. Not impressed at all Virgin.
Re: Internet Connection dropping multiple times everyday
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
Go round all the accessible co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.
Thanks for your post and I apologise for the various issues you're having with your broadband connection.
Upon looking at things from over here, I am unable to see anything that would be causing this from this side. This will require an engineer visit to fix.
I have booked you in with the next available appointment. Please find the appointment time slot via your online account. This can be cancelled and rearranged from there if needed.
Let me know if there's anything else I can help with.
Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk