topic Re: Internet Keeps Disconnecting in Internet

Internet Keeps Disconnecting

Katmai — Tue, 29 Aug 2023 22:22:55 GMT

Internet connection was stable and I was happy for the serviced over a year but started experience issues about a month ago. Internet disconnects for 1-3 min and it happens multiple time a day. All lights on Steve are blue just stop flickering. I am connecting to Internet right beside Steve (so the signal shouldn't be weak).
very inconvenient when I am working on something time-sensitive.
3 days ago, when it happens again, the connection didn't get re-established so I called the tech. The tech rep told me the issue was the modem and it should be replaced. She reset the modem remotely to get the connection back for the moment (with constant interruptions).
This morning, I went to pick up a new modem at the store. Yet, with this new modem, I still lose the connection.
Is this because of modem or Virgin? How can it be solved?

Re: Internet Keeps Disconnecting

VirginPlusAntonie — Mon, 06 Apr 2026 11:54:00 GMT

Hi there, @Katmai ,

Welcome to the Virgin Plus Community and thanks for your post.

We appreciate all of the details provided in your post. We'd like to recommend trying out our Virtual Repair Tool if you haven't already (launch via your mobile device in order to be able to complete a full test cycle).

The Virtual Repair Tool will;

Look for service outages
Check the equipment outside your home
Perform a modem reboot
Check and correct settings on the hardware in your home

Please keep the Community up to date, and we're looking forward to hearing back from you.

Re: Internet Keeps Disconnecting

Katmai — Fri, 01 Sep 2023 21:37:03 GMT

As I said, one of your reps told me the issue is modem. I got a new one and it still disconnects. I again spoke with your rep and was told to switch to fibre. Yesterday tech came and I am having another problem. I just called your customer services just now and he was not helpful.

I have a wire panel in my closet. Valerie is tangled with bunch of wires and squished in to inside wire panel. I wanted to have it in a center of my place. Since it is inside of the panel that is inside of closet and the closet door is closed, I don't get a strong internet signal unless I bring my computer inside my closet. Moreover, I am concerned about fire since Valerie is generating heat. The tech didn't ask me anything and just did this way. There wasn't any communication or explanation. There wasn't common language between us to communicate anyway.

I changed to fibre because Virgin told me to do and am getting so much headache and worse situation. I addressed my concerns to the rep over the phone, especially about catching fire. He said nothing can be done and told me to file complain.

Very frastrating.

Valerie Modem DHCP is not working corect

MajidA — Wed, 11 Oct 2023 23:55:07 GMT

Few weeks ago my Valerie modem got an update and IP control schedule disappeared ! after that my modem started disconecting my devices frequently . after few days my device started to disconnect and connect every 5 minutes which it was so frustrating ! I reset the modem , Hard reset, factory reset and non of them worked.

I contacted Virgin and they told me they will call me back for support and no call so far!

I had to use the internet for my work then I started testing modem and I figure it out which was DHCP problem!

The modem gives Automatic IP to devices and chages it every few minutes then I gave static IP address to all my devices.

Still waiting for call from Virgin after 2 weeks and my Cameras and other devices which I can not change them to Static IP is not working!

Just wanted to know if anybody else has the same Issue with Valerie Modem!

Re: Valerie Modem DHCP is not working corect

PKL — Fri, 13 Oct 2023 17:48:19 GMT

My modem is not consistently giving IP leases to devices - and strangely the device is online, but the lease is not visible through admin app, and the IP is not reachable through ping or otherwise (which is causing problems as e.g. my phone sound system app cannot control the soundsystem because it cannot see it).

Re: Valerie Modem DHCP is not working corect

VirginPlusKris — Mon, 06 Apr 2026 11:54:12 GMT

Hi there, @PKL. Welcome to the Virgin Plus Community.

As advised by @VirginPlusAntonie earlier in the thread, please give our Virtual Repair Tool a try. This will be able to diagnose and repair any issues if possible.

Let us know how it goes. Looking forward to hearing back from you.

Re: Internet Keeps Disconnecting

MajidA — Sat, 14 Oct 2023 12:57:03 GMT

I tried the Virtual Repair tool. Still some devices disconnects randomly and my internet manager which I could control kids for using internet is still not available . Why they removed the Internet manager from my modem without asking me ! what is going on in the Virgin administrator!

Re: Internet Keeps Disconnecting

VirginPlusKris — Sat, 04 Apr 2026 13:00:16 GMT

Hi there, @MajidA. Thanks for your follow-up.

Could you try a factory reset of your modem? This can be done by pressing and holding the reset button for 30 seconds and then following the instructions when you reconnect to your home internet.

As for your internet access manager, we have an ongoing thread with discussion in regards to it. We'd recommend reviewing the other users comments and advice there for more info.

Looking forward to hearing back from you.

Error code 1102

Dthomps — Wed, 13 Mar 2024 01:22:48 GMT

My family's WAN light has been flashing on and off for several days now, it's been getting worse and now the internet simply doesn't work.

When I logged into the router from my desktop, it tells me the error code is 1102 but when I search it up it tells me nothing, does anyone know what this is?

Re: Valerie Modem DHCP is not working corect

Swl88 — Sun, 24 Mar 2024 10:00:06 GMT

I have the same issue, they even changed my modem, still the same

Re: Internet Keeps Disconnecting

Ildar — Wed, 10 Apr 2024 13:23:02 GMT

Hello Dear Mod- i keep disconnecting every 10 to 15 mins.

Tried to use your tool- useless thing - no tracing info and no single report

Im using VPN and those micro disconnections makes my life really bad.

I cannot find any phone that i can speak with real person.

Please solve this issue ASAP. - and how i can speak with real person?

Re: Internet Keeps Disconnecting

VirginPlusAntonie — Fri, 12 Apr 2024 20:10:00 GMT

Hey there @Ildar ,

Welcome to the Community and thanks for your post.

The Community being a peer to peer assistance, we do not have access to accounts. However, we will be happy to help wherever we can.

For the Community to best assist, please clarify the following;

How are you running the Virtual Repair Tool? Make sure all VPN's are off when running the Virtual Repair Tool.
Does the disconnects occur when your VPN is off?
Have you contacted your VPN provider to ensure it is set up properly?
Does the disconnects only occur while on Wi-Fi or occurs while connected via an Ethernet cable?

Looking forward to hearing back from you.

Re: Internet Keeps Disconnecting

9-5Dolly — Tue, 07 May 2024 01:39:31 GMT

I am experiencing the same issue. I was on the phone with tech support 1-888-999-2321 and the ran 4 diagnostics tests. End result was that I was told to disconnect some devices or upgrade my package. The modem detects too many devices and automatically resets

Re: Valerie Modem DHCP is not working corect

PKL — Wed, 08 May 2024 16:32:57 GMT

In the end - it seems my problem is that I'm using a second router as a repeater - and it seems to be handing out leases while keeping the original network name. For now I'm turning off that router when booting up important devices, and then turning on the router once Valerie has assigned an IP.

Horrible internet in Cambridge?

Samy7429 — Mon, 01 Jul 2024 16:26:19 GMT

The Internet service is so bad now that it is basically unusable, it drops 10+ times an hour. No one can use it to stream or to work. We have had to raise our data plans on our phones just to get stuff done. I have tried the virtual repair many times with no success. What has happened to the service? We can’t even get service on my second floor now. Is anyone else experiencing this?

Re: Internet Keeps Disconnecting

bed52 — Tue, 06 Aug 2024 18:40:46 GMT

I am in the same predicament. The network connection to my tv from the modem drops after two minutes. The online repair tool does nothing. I have determined that the problem is not wireless strength as a) it was fine before b) a technician replaced Steve with Valerie and c) I reconnected with an ethernet cable and the signal still drops. The problem MUST be the modem leasing. At this point I don't know what to do and Virgin does not so far acknowledge there is a system-wide problem. I suspect something changed in the last month to the update system that is a bug. I don't want to change my internet supplier but I may have no choice.

Re: Internet Keeps Disconnecting

Will — Thu, 08 Aug 2024 23:11:10 GMT

I have been having this issue for months, it's terrible and SO FRUSTRATING. The prices just keep going up and the service just gets worse. The virtual tool does nothing for this issue and I don't run a VPN. What is causing this issue, no service rep can answer me.

Re: Internet Keeps Disconnecting

bed52 — Thu, 08 Aug 2024 23:54:10 GMT

Hi, Will. Wondering if your issue is the same as mine or more general? Mine only happens while streaming files from pc to TV. Streaming services like Netflix and Prime are unaffected, as is internet connectivity (at least, if it drops it's unnoticeable). Also, is it wireless that's the problem or ethernet or both?

Constant Wifi Disconnects - Valerie DHCP

Jay12 — Wed, 11 Dec 2024 09:30:23 GMT

Hi.

My wifi connection to the Valerie modem/router is constantly cutting out on phones but computers seem to have a solid connection.

I initially thought it was cause of radio hopping so I gave 2.4 and 5 ghz different SSIDs but still no luck. It looks like the DHCP lease for my phone is constantly resetting every few minutes even though the lease time is set to three days.

I've tried resetting the router/modem and the virtual repair tool. I've done speed tests and everything checks out.

I never had these issues before with Fido, Rogers, or Teksavvy but I used my own router before. Is this a problem with the hardware or is this something I can fix?

Thanks!

Re: Constant Wifi Disconnects - Valerie DHCP

VirginPlusAntonie — Fri, 13 Dec 2024 21:00:00 GMT

Hey there @Jay12 ,

There are several reasons why your phone's Wi-Fi connection might be constantly dropping while your computers maintain a stable connection. The problem likely lies in a combination of factors related to either your phone, your router, or the Wi-Fi signal itself. Let's explore some possibilities:

Phone-Specific Issues:

Software Bugs: A bug in your phone's operating system or a Wi-Fi-related app could be causing intermittent connectivity problems. Try restarting your phone. If the problem persists, consider checking for operating system updates or reinstalling your Wi-Fi management app.
Hardware Problems: While less common, a faulty Wi-Fi antenna or other internal component in your phone could be responsible. This is more likely if only one specific phone experiences this issue.
Power Saving Modes: Aggressive power saving modes can sometimes disrupt Wi-Fi connections to conserve battery. Check your phone's power settings and see if adjusting them helps.
Background Apps: Certain apps might be interfering with the Wi-Fi connection. Try closing unnecessary background apps and see if that improves the connection.
Outdated drivers: Check for any updates to your phone's drivers, particularly the network adapter.

Router/Modem Issues:

Signal Interference: Other electronic devices (microwaves, cordless phones, baby monitors) operating on the 2.4 GHz frequency band (the same as many Wi-Fi networks) can interfere with your Wi-Fi signal. Try changing your Wi-Fi channel on your router. A 5 GHz network is less prone to interference but may have shorter range.
Router Overload: Too many devices connected to your router can overload it, leading to dropped connections, especially for devices with weaker signals like phones. Try disconnecting some devices temporarily to see if that helps.
Weak Signal Strength: Your phone might be too far from the router or experiencing signal blockage (walls, furniture). Try moving closer to the router or repositioning it for better signal coverage.

Troubleshooting Steps:

Restart your phone and router/modem: This is the simplest step and often resolves temporary glitches.
Check your Wi-Fi signal strength: Use your phone's Wi-Fi settings to check the signal strength. A weak signal indicates distance or interference issues.
Change Wi-Fi channels: Access your router's settings (usually through a web browser) and change the Wi-Fi channel to a less congested one.
Test with another phone: Borrow a friend's phone and connect it to your Wi-Fi to see if it experiences the same issue. This helps determine if the problem is with your phone or your network.
Check for interference: Identify potential sources of interference and try to move them away from your router or phone.

Give those a try and keep the community updated with the results.