Internet Keeps Disconnecting

[Katmai]

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? 

[bed52]

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.

[Will]

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.

[bed52]

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?

[Jay12]

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!

[VirginPlusAntgio · Accepted solution]

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:

1. Restart your phone and router/modem: This is the simplest step and often resolves temporary glitches.
2. 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.
3. 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.
4. 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.
5. 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.

[macdalli]

Hello, my work VPN is not able to connect properly. have virgin internet and my internet connection works well. I am able to connect to the VPN using my mobile hotspot but not through internet. Does anyone have any suggestions? 

[VirginPlusAntgio]

Hey there @macdalli , 

Welcome to the community and thanks for your post. 

We invite you to check out the different solutions mentioned above on this thread, however ultimately, in the instance that your work VPN is having issues, you will have to contact your work IT department to troubleshoot the issue. 

Let the community know if you have more questions.

[Phoenix]

Ive been having to reboot using the virtual repair tool everyday for the past week. I’ll reboot when I get home from work and by the morning its turned red again and the internet doesn’t work.

the first time I rebooted I did it over the phone with a tech, he said my connection was unstable and rebooted it from his end, but a couple days later it went unstable again and since then Ive been rebooting virtually. 

[Brad602]

Im honestly fed up. My connection keeps disconnecting every other day. And it super bad to begin with. Movies struggle to stream all kinds of issues. 

[Smh]

I've had virgin for about 2 years now. This summer I've experienced issues with the fastest internet package, and it not being with it what so ever. Will drop signal and show a explanation mark for several minutes, until you turn off/on your wifi again.Only carries 0-1 bar if I'm lucky threwout my entire small 1 bedroom apartment. It's terrible. I'm getting the worst internet available, but paying the most expensive price. Support does help at all with the price, or technical support!! I've had 3 technicians in the house and they all just choose to swap the moden. Doing nothing else about the problem, telling me to contact virgin if it's still precists..