Internet slow and intermittent network disconnect

[Pau]

All evening internet disconnecting intermittently and download speed 25-27. Making it impossible to watch TV. I pay for 100 mbps for download and not getting the service. The issues happen on a regular basis with Virgin. I call Virgin, always same response, « need a new modem », I’ve already had two new ones. I’m told too many devices, while I’m alone at home, and only use one device at a time, and the others are not plugged in. Virgin runs on the same line as Bell, so if I go with Bell I would  pay more but most likely will have the same issues. 

[VirginPlusAntgio · Accepted solution]

Hey there @Pau , 

Welcome to the Community and thanks for your post. 

Upload access speeds may vary depending on the distance between your modem and switching equipment from Virgin Plus. Speeds experienced on the internet may vary with your configuration, internet traffic, server, environmental conditions and other factors.

If you feel like you're experiencing issues, you can run the Virtual Repair Tool

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

Let the Community know if we can help with anything else today.

[Will]

I have this same issue except my speeds have bottomed out at 0.3mbps and upload is still 10mbps. I went and got the new modem and was on the phone for hours. Did you ever find a fix for this issue besides leaving virgin?

[Will]

I'm having the same issue. Except my download is 0.3mbps and upload is max at 10mbps. I got a new modem, did the virtual tool that assisted me to chat with someone after hours of being on the phone. The chat employee did nothing except the same thing the first guy dude. I'm guessing reset my modem. This is going on 3 days now and is ridiculous. What would cause the download to be so low after changing everything out and getting a new modem. It has to be on the ISP's side.

[VirginPlusKris]

Good morning, @Will. Welcome to the Virgin Plus Community.

We wanted to follow up and see if you were still experiencing issues with your internet speeds. If so, in the times that you had spoken with customer service, did you have an appointment made for a technician to visit and investigate further?

If so, please feel free to share with the Community so any future users with similar issues can know what steps they may need to take. 🙂

Looking forward to hearing back from you.

[Elmir]

Hello, 

I also have the same problem with no help from Virgin and since I have home office and I need a reliable connection, I need to look for another provider but not Bell nor Rogers. 

[VirginPlusKris]

Good morning, @Elmir. Welcome to the Virgin Plus Community, and thank you for your post.

Could you clarify as to what you mean when you say you've gotten no help? Have you spoken to tech support prior? If so, what came of it? Did you receive a replacement modem? Did a technician visit your home?

Otherwise, please take a look above at @VirginPlusAntgio's reply - the Virtual Repair Tool will assist in troubleshooting. Once you've given it a try, please share the results with the Community so we can be better equipped to assist.

Looking forward to hearing back from you.

[LeelouB]

In the past year or so, I have been sent 3 modems because my internet is so bad!

The technical assistants are seriously not always at their best. I chatted with them on the weekend and I will receive yet again another modem! I believe that Virgin should change its modems altogether! 

I can understand that I live in an apartment and that there is traffic! What is unacceptable is that I am paying for 100mbps and I cannot get more than 33mbps! The tech wanted to sell me 300mbps!!! This does not make any sense! Oh, and the Virgin mobile speed test is not working. 

I went from 60 to 100 and it did nothing. I cannot share my screen on Zoom or Teams! My videos freeze and so on!

If this does not get fixed permanently, I will have no choice but to look for a better service elsewhere. I would much rather keep my services in one place, but this is getting ridiculous!

[Elmir]

Hello and thanks for your message!

I have this problem since last year. I have called Virgin several times and they were all a waste of time, because different representatives asked me the same questions and have done the same things that did not help to sort out this issue. We also replaced the modem once, but we still have an intermittent connection that bothers me a lot. I have no hope of help from Virgin. But I will do the troubleshooting via the Virtual Repair Tool to see what would be the result. If it doesn't work, I won't waste my time on the phone to explain again the issue to another representative and I will switch to another provider that has a good review and reputation.

[Elmir]

Hello,

You are right. And I would like to add another point: No matter where you live, the intermittent connection and low speed is always with you. I had this issue in the apartment, now I'm living in a house, but still have the same problem.

I am also thinking to look for a better service with another provider. 

Good luck!

[pikachiu]

I been having frequent disconnection issues (like 2-3 times a day) with my first Valerie modem too…

the WiFi just disappears and drops devices….. 

Also, the strength is always only 3 bars even if you are standing right next to it which is weird….

i think the issue is a virtual and Virgin needs to look at patching it…. 

[aldark]

I have a problem with my modem, my devices detect it and it shows the light of the world in blue and that's all it does, I turned it off and on and it's still the same , help!!!!

[LetsGoBrandon]

I got Virgin Plus home internet installed about two months ago. Since 6 days ago, my home internet was unstable and it is still unstable as of today. The help (useless help) I got from Virgin Plus include: 10+ times chat and 5+ calls with technical team; got my modem replaced. However, my internet is still frequently disconnected. 

As of the recent two days, I don't have internet in the morning and the internet is better in the evening . The situation is better than the previous 4-5 days but it is still not acceptable as internet is expected to work 24/7. In one of my call, the guy who help me troubleshooting told me I will be charged 70+CAD if I need a technician support on-site, and I refused because (a) I don't trust them anymore; (b) there is no reason I pay a fee that just to make the internet working normally.

At this point, I will have to find a different home internet provider and this decision is final. Virgin Plus support team is helpless.