Internet not working at night

[RR1]

I have issues with internet not working especifically at night, it works good during day.

I have talked to customer care numerous times now. First they tried to stabilize the line, which didnot work. Thry suggested i use the virtual repair which didnot help either because of frequent disconnections. Then they told me its a modem problem so i went and got it exchanged, installed the new one. I still have the same problem. 

Then i called customer care again, they told me same stuff to unplug and restart and that they are trying to fix it. But i dont even think they know what the issue is and its been a waste of time.

Does anyone have any idea on what it could be? 

[VirginPlusKris · Accepted solution]

Hi there, @RR1. Welcome to the Virgin Plus Community, and thanks for your post.

It's great to hear that you've already spoken to Tech Support, even if the results weren't an immediate fix like you may have hoped. When they said they were trying to fix it, did they provide any further clarity as to what the issue is? For example if it's a firmware issue or a local equipment issue (beyond your modem), it would indeed be more wide scale and they would not be able to provide an immediate solution.

Additionally, could you clarify as to what the Virtual Repair Tool actually told you when you tried running it? Does it tell you specifically the modem needs to be replaced? If you run it now, what does it say?

Otherwise when speaking to Tech Support, did you or they mention opening a ticket? Beyond your modem being replaced, this would be the appropriate next step for further investigation in most cases.

Looking forward to hearing back from you.

[RR1]

Hi thanks !

I donot know what the tech found they never suggested that they can open a ticket or send a tech person. I know the error is the modem is not connected to the server and when i use virtual tool it doesnot show any error and gets fixed but then it drops again after 2 min and then never works again for the night.

But as you said the issue will not be resolved fast so i might not want to pay for services when i only have it for half the day for a lot of weeks now. The customer service provides no support on this and reroutes me to tech. I am not happy with the support and neither the services. 

[RR1]

Can i know if I can get Virgin plus fibre cable in my region instead of DSL line? I tired to find it on the website, I found no link. Because i have the old technology DSL telephone line system instead of the new fibre cables.