Signal Dropping

[23LG]

Hello 

I am having issues with wifi dropping out - this doesn't always require a hub restart, but at a minimum disconnecting devices from wifi and reconnecting. Obviously this is a problem for remote working etc. 

I can't get past the 'There are connection problems with X of your devices' (clicking on a device says 'Sorry, we can't run a test on your services right now') in the Virgin My Account pages to book an engineer visit. 

I would be so grateful if you could contact me to set this up. 

Many thanks!

[Adduxi]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

VM will not send out technicians when a fault exists btw.

[23LG]

Hello, 

Thanks for this. There are no known faults in the area. 

[John_GS]

Hi 23LG

Thanks for posting and welcome back to the community. You'll need a tech visit as your downstream power levels are either maxed out or out of specification. 

Best wishes,

[John_GS]

Hi 23LG

Thanks for joining me on PM and providing me the details to be able to book in the tech visit for the downstream power level issue. This visit will be viewable in your online account shortly - virg.in/myVM - where you can cancel/amend if needs be.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Let us know how the visit goes or if you need further assistance.