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? 

[VirginPlusAntgio · Accepted solution]

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.

[Katmai]

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.

[MajidA]

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!

[PKL]

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).

[VirginPlusKris]

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

As advised by @VirginPlusAntgio 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.

[MajidA]

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!

[VirginPlusKris]

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.

[Dthomps]

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?

[Swl88]

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

[Ildar]

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?

[VirginPlusAntgio]

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.

[9-5Dolly]

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

[PKL]

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. 

[Samy7429]

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?