V6 box box keeps losing connection with the other V6 box.

[sylviah]

I have a V6 box in the lounge and when I want to play a program I have recorded you can watch it for a while and then it looses connection and you have to wait a while to reconnect.

Also the box in the kitchen keeps freezing and the picture is sometimes blurred.

[japitts]

You appear to have 2 separate issues.

1: Your 2 V6's don't connect to each other, both connect to your home-hub. How are each connected - are they wireless or Ethernet? For any wirelessly connected boxes, what's the signal strength? Home > Help & Settings > Settings > Network, check the top-right.

2: Any TV box that's freezing or restarting has a fault. Does this blurry picture affect live TV? OnDemand? Streaming? Recorded programmes? Are you able to post a picture or video of this problem?

[David_Bn]

Thanks for your post on our Community Forums @sylviah, and welcome back!

Sorry to hear of the issues you've been experiencing with the V6 boxes.

Can you please refer to the post from @japitts, to give us a better idea of the fault and if there have been attempts to have this resolved on your end?

Thanks,

David_Bn

[sylviah]

I will try one of the solutions you have suggested on the forum as I am having the exact same problems as one you have described. Will come back with answer or ask where to next

[sylviah]

First I am wireless.

I have been into Home>Settings>Network and the results are as follows:-

Kitchen Network Status is between 55% and 60% (Good) and Channel - 6 195 mbps.

Lounge Network Status is 100% (Excellent) and Channel - 122 1300 mbps.

Even I can see there is a big difference but don't understand why, when I rang Virgin all I was told was both boxes are working OK there is no problem. Can you tell me in layman's terms why this is happening.

Lastly the Modem(Hub 5) is in the Lounge and I can not connect the kitchen via an ethernet cable.

[Kath_P]

Hi sylviah, 

Thanks for coming back to us on this one. 

If the box is connected via WiFi then and the hub is not near it, this will explain why the signal level is less. The one next to the hub would likely have a better connection especially if this is connected via ethernet cable. 

Depending on the WiFi in your property, there could be some interference which could mean it loses connection every so often. You can find help on how to improve WiFi here. 

In terms of the picture freezing and being blurry, can you let us know if this is affecting the service across live TV / On Demand / Catch Up and Apps? Is it a mixture or across them all? If you can give us some more specifics on this, we can then help further. 

Thanks, 

[sylviah]

Hi

No it is not connected via ethernet it is Wifi, you can not reset the Hub5 modem.

The picture freezing is over all Live Demand etc. You can be watching live and all of a sudden the picture freezes and then starts up again. This happens on catch up and also Demand, havent tried Netflix yet.

Thanks

[roy247]

Regarding your buffering problem if you are using Wi-fi with the 2nd box try connecting to the 2.4Ghz band.

If you haven't got 5G and 2.4G bands then you need to split your Wi-Fi network, instructions on how to do that are in link below, when you have selected Advanced Settings you will also need to select Wireless, Wireless Signal and click on Disable Channel Optimization  at the bottom then click on Apply Changes. 

https://community.virginmedia.com/t5/Help/Splitting-your-home-WiFi-networks/m-p/4726309#M28

If you are using pods don't split your networ

Virgins Wi-Fi pods require the hub's Channel Optimization to be enabled.

[Alex_RM]

Hi sylviah,

Thanks for posting, and sorry to see you've been having some issues with your V6.

How have things been since your post on Tuesday?

Have you been able to follow the advise from roy247?

Alex_Rm

[sylviah]

No Sorry haven't been able to try what roy247 advised as have had this bug that's going around so will try it hopefully later this week.