Valerie modem keeps turning on/off

[KitchenerInternet]

Please help; tried contacting Virgin directly but they were no help.

Valerie modem keeps turning on/off... not completely off, but glitching. Won't send me my administrator passwords, and internet goes on/off. Tried unplugging, many times, and can't even check my modem status online without getting the admin password.

Any suggestions?

[SeaDreamer]

I don't have any suggestions, but I am having the same problem with Valerie not sending me the admin password. I'm considering either a new modem or a new provider. It depends on how they respond to this. 

[VirginPlusAntgio · Accepted solution]

Hey there @KitchenerInternet and @SeaDreamer ,

Welcome to the Community and thanks for your posts. 

We're sorry to learn about your troubles with our Virgin Plus Home Internet and we will be happy to help where we can.

If you're still having issues with your services, give our Virtual Repair Tool a try (please complete via a mobile browser in order to complete a full test).

With just a few clicks, it detects and fixes problems remotely, so you don't have to call support. It's like having your own repair technician - just sit back and let him do all the work.

The Virtual Repair Tool will:

• Search for service failures in your area
• check equipment outside your home
• reboot all your equipment
• optimize your service settings.

Another option to try is to factory reset your modem.

Give that a try and keep us posted on the results.

[KitchenerInternet]

Thanks for the response.

We have tried both of these options; the virtual repair tool just gets "stuck" at the step of resetting the modem. I've tried this twice, and my wife tried it while on the phone with a Virgin rep. No luck. Also factory reset, but no luck there either.

Then things got worse!! it was now tripping out every 5-10 minutes. Unacceptable for my wife who works from home. She spent another 2 hours on the phone trying various things. The rep couldn't figure it out. Suggested we "upgrade to a higher speed" to fix. Which we reluctantly did (I say reluctantly because I don't think that was the issue).

And... we were right. Now at 300mb download speed, still tripping out. 3rd (and final) call to Virgin, my wife insisted they do something immediately or we are canceling. The rep (again) tried various tests, but agreed that she can't figure out the issue, and is sending a new Valerie Modem by Monday.

...Last chance, or we are taking our internet and mobile business elsewhere. Can't work like this.

[VirginPlusAntgio]

Thanks for the details @KitchenerInternet , 

We'd like to have a closer look into it and have sent you a private message with the details that we need to get started.

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

Thanks.

[mija4]

Why does my wifi regularly turns off repeatedly and more often during nighttime?

[VirginPlusKris]

Hi there, @mija4. Welcome to the Virgin Plus Community, and thanks for your post.

We wanted to check in and see if you were still having issues with your home internet. If so, have you taken the chance to review the troubleshooting tips provided earlier by @VirginPlusAntgio?

If those haven't worked for you, have you taken the time to call in and speak to Tech Support? If so, were they able to share any information or updates with you as to the nature of the issue?

Looking forward to hearing back from you.