TV360 Box Disconnecting from Wifi

[stevenlee91]

Has anybody been able to get an answer on how to fix a TV360 Box when it keeps disconnecting from WiFi. It keeps happening to me like almost 10 times a day, it will reconnect automatically within 20 to 30mins and nothing else in the house is disconnecting just the box. 

It is unbearable as I can't connect to apps and I'm not getting what I pay for. 

I can see many posts on here of people saying the same thing but I can't see any solutions. Any help would be much appreciated. 

[Ayisha_B]

Hi @stevenlee91 👋

Welcome back to our Community Forums and thanks for your post.

I am sorry to hear your box keeps disconnecting.

Have you tried rebooting it?

[stevenlee91]

Yes, the classic solution of turning it on and off again hasn't worked. The reset button hasn't either. 

I'm pretty tech savvy and have tried all recommendations on other posts but nothing has worked.

It's intermittent as well some weeks it won't happen then it'll just come back and it's so annoying. 

[Matthew_ML]

I am so sorry to hear this.

How has it been since Sunday, has it been doing the same thing? 

[stevenlee91]

Yesterday was the worst it's been with it being disconnected for hours at a time. I'm now having to use the apps on my smart tv to watch catch up services or YouTube etc.

[Steven_L]

Thanks for coming back to us stevenlee91, I have looked into this and cannot see any issues at the moment with your connection or in the local area. Has anything changed since you last posted?

Kind Regards,

Steven_L

[stevenlee91]

It did seem to improve only disconnecting once yesterday. However, today is a different matter it has disconnected 8 times so far today averaging 10mins to reconnect itself. Surely something is wrong for it to keep doing this.

[Ashleigh_C]

I'm so sorry to hear this @stevenlee91 let me pop you a private message so we can take a look into this further on our side. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[newapollo]

Hi stevenlee91 

Are you connecting your 360 to the internet by ethernet cable (recommended) or wifi?

Which package are you on?  If you are on a  Gig1, Gig2 or Volt package then VM supply up to three wifi pods for free if you are  getting less than 30Mbps in every room which may help. (otherwise they are £8 per month) see the info on the  https://www.virginmedia.com/wifi-max page.

If you don't have VM's wifi pods then it might be worth splitting your wifi bands since your 360 box keeps disconnecting from the internet - it's best to use the 2.4Ghz band. It's slower than the 5Ghz band (you don't need the very fast speeds for apps) but the signal is stronger.  See <this post>