Constant Internet interruptions

[Boris]

For 2 months I am experience Constant Internet interruptions every day

They last from 10 sec to a 1 min and happening multiple time a day.

I've been talking with layer one support countless amount of time with no resolution.

Technician was at my home three times already, fixing something on the street main box.

Last time he suggested that the issue is on VirginPlus side. 

Four times my ticket was escalated to Layer two support. Each person of Layer two has fixing something different every time, but issue is still there.

I've got nice price for internet, but I didn't know that low price come with low quality.

[Jorango]

Constant Internet interruptions

[VirginPlusAntgio]

Hey there @Boris,

Welcome to the Community and thanks for your post. 

Thanks for including all of the details. Can you let us know what is the light pattern on the modem when you loose connection? When you do loose connection, are you loosing just Wi-Fi connection or loosing connection to the modem itself?

[VirginPlusAntgio]

Hey there @Jorango,

Welcome to the Community and thanks for your post. 

That is definitely odd and not a normal behavior. Out of curiosity, have you tried our Virtual Repair Tool?

With a few clicks, it detects and fixes issues remotely, so you don’t have to call support. It’s like your own personal repair technician – just sit back and let it do all the work.

The Virtual repair tool will:

Look for service outages in your area
Check the equipment outside your home
Reboot all your hardware
Optimize the settings for your service

If it can’t solve the problem, the tool will even help you book a technician appointment.

[Boris]

Hi,

WiFi is always on and lights are always blue.

I'm loosing Internet. 

Layer 2 support suggested to us 5 GHz WiFi and turn off 2.4 GHz.

The layer 2 person thinks 2.4 GHz WiFi get overlapped with neighbor WiFi.

I turned off 2.4 WiFi. and use only 5 now

It didn't resolve the issue.

Still having Internet interruptions.

Regards

Boris

[Boris]

I have ran the tool you've recommended.

The report came up just fine:

Virtual repair tool     Test summary   Test complete  

We’ve completed the test and your service(s) should now be good to go.

Hide full test results  

• Outage check

  Passed
  There are no service outages in your area.

• Outside hardware check

  Passed
  The hardware outside your home is functioning correctly.

• Modem reboot

  Completed
  We rebooted your modem and it’s back online now.

• Modem speed test

  Completed
  You’re getting the correct speed to your modem for your Internet package.

  Download Upload Latency   Speed of the network to your modem 50.54 XX.XX XX Your Internet package speed
  
  Up to 50 Mbps 10 Mbps    

  @ Virgin Plus. All rights reserved.      

[VirginPlusAntgio]

Have you tried changing the broadcast channel on the 2.4 GHz and 5 GHz frequencies?

We were curious to know if they had mentioned to you the possibility of changing your modem to see if it would resolve the issue?

[Boris]

I turned off 2.4 WiFi. and use only 5 now

It didn't resolve the issue.

Still having Internet interruptions.

I believe the problem is on your side.

I was with Bell for few years.

Newer experience any interruptions and I had both bandwidths the all time.

[VirginPlusAntgio · Accepted solution]

You should not have to turn off the 2.4Ghz and should be able to use both without issue. Can you turn on on your 2.4Ghz connection and try the following;

Access the settings for your primary Wi-Fi network:

1. Open a browser
2. Enter http://Steve in the address bar
3. Enter your administrator password. If you haven't changed it, the default password is admin
4. Click Log in
5. Click the Wi-Fi Settings button
6. Click Advanced
7. General tab
8. Channel 

Can you tell us if the Channel is set to Auto or a number? By alternating channels you might find a less congested channel which might help with interruptions.

For more details on how to manage your Wi-Fi settings click here. 

[Boris]

Channels are set to Auto.

What channels you suggest I should use? 

Wi-Fi 2.4 GHz

OnOff

• Network
• General

Interface Type:Autob onlyg onlyn only(Auto b/g/n)

Channel:Auto1234567891011(6)

Channel bandwidth:Auto2040

Wi-Fi Multimedia (WMM):Enabled

Wi-Fi 5 GHz

OnOff

• Network
• General

Interface Type:Autoa onlyn onlyac only(Auto a/n/ac)

Channel:Auto36404448149153157161165(36)

Channel bandwidth:Auto204080

Wi-Fi Multimedia (WMM):Enabled

[Boris · Accepted solution]

I have run WiFi Analyzer and selected the strongest channel for both 5 and 2.4 .

Let's see if this will help

[VirginPlusAntgio]

That sounds great, keep us posted.☺

[deep]

its been over 3 months since i am having the connection issues which would keep breaking up every 1-2 hours. 

also the bandwidth of the connection if so low as compared to what i signed up for.

Nummerous times i have spoken to technical reps and they always send me the new Modem claiming it will resolve the issue but despite that the issue is still there. 

Please advise some solution to this or if anyone else is having similar issues with their home internet issues