Virgin tv 360 box disconnecting from WiFi

[Ongman84]

Hi

My Virgin tv 360 box keeps disconnecting from WiFi lately never been an issue before. It will connect 20 mins after coming out of standby and the disconnect again. I have used the connect app and says great connection from the room it is in.

It’s beginning to drive me around the bend as I have to keep getting up try to restart the tv box.  

Any suggestions? 

[japitts]

Do other wireless devices have the same issue in the same location?

What does the network connections screen report, as the wireless signal strength?

[Ongman84]

All other wireless devices are fine in this room. Says that it’s a good connection. 

[Alex_RM]

Hi Ongman84,

Thanks for posting and welcome to our community 😊

Sorry to hear you're having some connection issues, we've had a look from our side and can see you're currently effected by an area SNR issue. Current fix date/ time for this is 22 APR 2024 09:00am.

If you continue to experience issues past this date please let us know.

Alex_Rm

[Ongman84]

It seems to be only affecting 1 of my tv boxes and will disconnect anything between 15-30mins. Then reconnect about 5-10 mins later. Can the SNR Issue be causing this? 

[japitts]

SNR issues will cause problems with your incoming TV signals.

Can you swap one of your TV boxes around, see if the problem follows the box move or remains with the location?

[Ongman84]

I’m unable to swap boxes around in the house as they are being used in other rooms.

[Gareth_L]

Hello Ongman84.

Thanks for your reply.

Sorry you are still having issues with your services.

Looking at the SNR issue from here. Its is still open. The estimated fix date is 16/04/24 at 15.00 today.

However this may get extended.

If you need an update, pop back on here and quote the reference number F011269813 and we can take a look for you.

Gareth_L

[Ongman84]

Well it did improve but has now gone back to what it was doing before, and it’s just this one that does this in the bed room. 

[roy247]

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@Ongman84 wrote:

I’m unable to swap boxes around in the house as they are being used in other rooms.

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You can always swap the boxes between the two room's to prove if it's a wi-fi problem as you will have coax connections in both rooms it shouldn't affect any planned recordings.

Is the box having problems a mini box as it's a second box ?