Constant modem issues and interruptions

[JdMat]

Ever since the Summer I've had nothing but issues, my modem will shut off and no lights will be on except the power light. I than need to unplug and restart..I've had three modems in this time so it can not be a modem issue.  The past few months when it happens it's almost always around 11pm-12am.  I'm tired of paying for service i can't use and am close to going elsewhere because their only solution is to send a other modem.

[VirginPlusAntgio · Accepted solution]

Hi @JdMat,

Welcome to the Community.

You're definitely right, If it was replaced three times, we can rule out the modem as being the culprit. Out of curiosity, Have you accessed and activated your modem's Internet Access Manager? If not give our new Virtual Repair Tool a try if you haven't already.

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.

Give these steps a try and let us know if it worked.

[JdMat]

Yup did all that, had a Teck person out this weekend, he claims it was a lose wire in the basement... Well two days later and my internet just crashed again..  I will be looking for a new service provider. 

[JoshHutch]

This was happening to me (except it reset by itself) and it turned out to be that I was on 5Ghz and my girlfriend at the time was uploading a video to her online course. This could consistently reset the modem. This blew the tech that came and the online tech support away. The solution that I came up with is to separate the wireless to 2.4Ghz and 5ghz and then only connect your devices to the 2.4Ghz.  But this is more of a workaround than a fix. But this solved the problem for me, but they obviously have firmware issues in the modem because absolutely nothing you that you do on the wifi should be able to rest the modem. They were going to troubleshoot further but they seem to not care.

[VirginPlusAntgio]

Thanks for sharing this information @JoshHutch, @JdMat are you doing anything specific at the time when your modem shuts down as you detailed above?

[JdMat]

Some times we will be in bed and my son will be on his computer, sometimes, it will be the morning and doing nothing because on my phone, sometimes watching tv.   Honestly I am very close to finding a new service provider . I had a tech person in and he said he fixed about 3 issues and it should be good ... Ya for two days and now we are back to daily shutdowns like it just did 5 mins ago.   Spoke to online Chat on Friday and she said it's probably because of my smart tv because if I don't subscribe to Virgin tv my internet won't support my tv connected to my internet.... If that is the case that is all kinds of wrong, I pay 80.00 a month for unreliable service and I should definitely be able to use my smart tv... 

[VirginPlusAntgio]

Hey @JdMat,

We apologize for any confusion surrounding your Smart TV. You do not need Virgin Plus TV in order for your Smart TV to connect to your Virgin Plus Home Internet Wi-Fi.

We would like to dig a little deeper with you and have sent you a Private Message to capture further details. Please check your Inbox, next to your Profile avatar in the top right corner. Unsure how to check or send a Private Message? See How to Send a Private Message.

[JdMat]

Every time I'm told they fix the problem it works for a few days and than starts shutting Down.  I am going to have no choice but to look for a different provider, it just shut off during an important meeting my son was on.  Last guy i spoke to last week said it was some coding issue and that there should no longer be an issue .. that worked for about a week and now it's back to restring the modem almost daily.