My WiFi keeps saying it is connected without Internet

[Marie_and_mark]

Our Vincent router constantly shows connected without Internet when connected via WiFi and even rebooting the router doesn't always fix the issue. I wouldn't mind it if all our devices were using wired connections. The Virgin+ app shows there is nothing wrong with the connection. It isn't the age of the devices or their locations as I have a brand new phone and Ipad which are affected the same as my older devices. Has anyone else had this issue? It makes our Internet practically unusable at times.

[VirginPlusAntgio · Accepted solution]

Hey there @Marie_and_mark , 

Welcome to the community and thanks for your post. 

In order for the community to best assist, a few more details will be needed;

• Are you using a third party equipment (router, switch, etc.)?
• To confirm, you have access to internet on devices directly connected to your modem with an Ethernet cord? 
• When you indicated "The Virgin+ app shows there is nothing wrong with the connection", are you referring to the Virtual Repair Tool?
• You mentioned a brand new phone and iPad, are other types of devices affected (Chromecast, Firestick, smart home equipment, etc.) ?
• Does the issue occurs when closer to the modem (interference)?
• Have you split your Wi-Fi connections into separate bands (2.4Ghz,5Ghz,etc.)?
• Have you got in touch with our technical support team to review your concern?

Looking forward to hearing back from you.