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WIFI issues and contacting Virgin Media


My WIFI is constantly disconnecting and will not reconnect until I have attempted reconnection several times.  I am working from home and finding this incredibly frustrating because I have to lead meetings and present, embarrassing when you are literally thrown off.

I have tried calling Virgin and wait for an age before being cut off via that route too.

I want to leave but you can only do that by contacting them by phone which is not answered.

I understand the issues everyone is faced with e.g. working from home during the pandemic but I really need to get these issues resolved immediately.

Any advice anyone?

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Alessandro Volta
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Re: WIFI issues and contacting Virgin Media

What is your connection like using a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?


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 internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …


Can you set up a Broadband Quality Monitor (BQM) at - 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 should 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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.



Can you please

Type ( in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then 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. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Very Insightful Person
Very Insightful Person
Message 3 of 3
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Re: WIFI issues and contacting Virgin Media

Depends on what you want to do.  If you want to leave, you can cancel by post (section N of the T&Cs), but wait until the new ISP is connected and working before cancelling VM.  That may be a bit drastic, so if you'll give VM the chance and you want VM to fix the connection, then we (unpaid helpers with time on our hands and a smattering of technical knowledge) will do our best to help. 

As a start, connect to the hub's login page at but don't login.  See that link "Check router status"?  Click on it.  That'll bring up a window with five tabs.  Select, copy and paste the contents of the three tabs titled Downstream, Upstream, Network log into three replies here.  Make sure they're pasted as text as images and screenshots cause us problems due to poor legibility, delays in moderation and missing info.  Then we can look for signs of trouble and bring that to the attention of the VM forum staff to advise on some next steps.

I'm assuming you've tried restarting the hub, doing a pinhole reset, and making sure the coaxial cable to the hub is plugged in properly with the securing nuts finger tight?  

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