If you are like us, you might feel like you cannot live without an internet connection. The disruption to watching movies, playing games or even browsing the web is intolerable for most of us in the UK. It is easy to complain about, but how can we fix it?
We’ll provide easy-to-follow troubleshooting advice on resetting your SuperHub router, changing WiFi channels, replacing old equipment, and more. You’ll also learn when it’s the right time to call in Virgin Media’s technical support team, request an engineer visit, or weigh switching providers.
Arm yourself with the knowledge needed to stabilize your broadband connection. By the end of this guide, you’ll have the tools to determine why your Virgin Media internet keeps cutting out and the best fixes to get back online and stop the disruption. Ready to finally solve those frustrating broadband drops? Let’s get started!
Table of Contents
- What Causes Virgin Media Internet to Keep Dropping
- Troubleshooting Steps to Fix Dropping Virgin Media Internet
- Preventative Measures to Minimize Connectivity Issues
- Long-Term Solutions for Persistent Connection Drops
- When to Escalate Issues to Virgin Media Support
- Getting Help from Virgin Media Support
What Causes Virgin Media Internet to Keep Dropping
Each situation is different, but we know from first-hand experience that commonalities exist when it comes to Virgin Media’s internet drops. Several potential culprits are behind frequent drops in your Virgin Media broadband connection. Here are the most common causes to investigate:
- Line Quality Issues – Faults like damage to the phone line, water getting into cables, noise or interference on the line can disrupt your connection. This is especially common in bad weather. Run some line tests to check quality.
- Network Congestion – At peak times like evenings when everyone is streaming video, Virgin Media’s network can become overloaded and cause drops. See if issues coincide with high usage periods.
- WiFi Interference – Nearby routers or devices like baby monitors using the same WiFi channels can cause signal issues. Scan networks and change to less crowded channel.
- Old or Faulty Router – Outdated hubs like the SuperHub 2 or devices having hardware issues can worsen drops. Try connecting via ethernet to isolate WiFi problems.
- Too Many Connected Devices – Having too many gadgets connected to your router can overload it and cause drops. Disconnect less important devices to reduce load.
- Local Outages – Check Virgin Media’s service status page and forums to see if drops coincide with known issues in your area. Weather or damage can cause regional outages.
If you are noticing the internet cuts out consistently at certain times or when doing certain activities, make notes to help identify patterns and potential reasons behind the drops. This will aid troubleshooting and might help you identify the issue before you even have to get too technical.
Troubleshooting Steps to Fix Dropping Virgin Media Internet
If you’ve diagnosed that the issue lies with your router or WiFi network, there are several troubleshooting steps you can take:
Reset your SuperHub router – Locate the reset button on the back or bottom of the hub (check your model’s manual for exact position). Use a paperclip to press and hold the button for at least 10 seconds until lights flash. This will reset the router to factory settings.
Change the wireless channel – Log into your SuperHub’s admin console (192.168.0.1) and go to Wireless Settings. Run a WiFi analyzer app on your phone first to scan nearby networks and see what channels are most congested. Then choose a less crowded channel like 1, 6 or 11 for your router.
Request a router replacement – If your SuperHub is very outdated or you suspect hardware issues, contact Virgin Media support to request a free replacement. Upgrading from the SuperHub 2 to 3 or 5 may improve stability.
Consider buying your own router – More advanced third-party routers may offer better WiFi coverage and connectivity. You can use them with Virgin Media’s modem mode feature.
Call in Virgin Media support – Their troubleshooting team can run line tests, check for issues in your area, and optimize your connection remotely. Have your account details handy when you call support.
Schedule an engineer visit – If you’ve tried the above without success, a technician visit may be needed to thoroughly inspect your cabling and equipment for faults.
|Up to 100Mbps
|Basic modem/router combo
|Very outdated, end of life
|Up to 120Mbps
|Limited processing power
|Up to 200Mbps
|Faster dual-band wireless
|Only 2 Ethernet ports
|Up to 300Mbps
|Tri-band WiFi for less congestion
|Up to 516Mbps
- The SuperHub 1 is extremely old and cannot support Virgin’s faster speeds. Upgrade ASAP.
- SuperHub 2 offers dual-band WiFi but is single-core. Prone to stability issues.
- SuperHub 3 improved speeds but has limited wired ports.
- SuperHub 4 adds dedicated 5GHz band for congestion relief.
- SuperHub 5 unlocks Virgin’s ultrafast offerings up to 500Mbps.
Upgrading to a newer SuperHub model can provide faster wireless capabilities and may improve reliability if your current router is dated. But also consider third-party routers for even better features.
Preventative Measures to Minimize Connectivity Issues
While intermittent drops can happen to anyone, there are some preventative steps you can take to potentially avoid connectivity problems:
- Position your SuperHub router in a central location of your home, at least a few feet off the ground. Keep it away from appliances and electronics that could interfere with signals.
- Use a WiFi analyzer app on your phone to scan nearby wireless networks and optimize your router’s channel selection. This can help avoid interference.
- Install surge protectors and backup battery packs to keep your networking equipment stable during storms and power fluctuations.
- Regularly update your SuperHub’s firmware and enable automatic firmware updates if available. Keeping the software up-to-date prevents bugs.
- Try limiting the number of devices connected to your router if you have dozens of gadgets on your network. Too many can overload the router and degrade performance.
Long-Term Solutions for Persistent Connection Drops
For those who continue battling frequent drops despite troubleshooting, look into these long-term solutions:
- Consider upgrading your Virgin Media broadband package for increased bandwidth and speed capabilities.
- If reliability issues persist despite upgrades, research competitive providers in your area for comparison.
- Use wired Ethernet connections for any devices where stability is important, like desktop PCs or gaming consoles.
- As a last resort, investing in enterprise-grade networking equipment can provide ultimate reliability.
When to Escalate Issues to Virgin Media Support
While DIY troubleshooting is useful, know when to enlist Virgin Media’s help directly:
- If you have worked through all the basic resets, upgrades, and tips with no improvement, it’s time to contact support.
- Issues that only affect your connection and not your neighbors may indicate a line problem that requires examination.
- Visible damage to exterior cabling, water getting into lines, or faulty equipment you can see also warrant engaging support.
Getting Help from Virgin Media Support
If you are still experiencing frequent drops after trying the troubleshooting steps, it’s time to enlist the help of Virgin Media’s support team.
Run Virgin Media’s Diagnostic Tools – Visit your SuperHub admin console and go to Help & Support > Diagnostic Tools. Run the line tests to check quality and performance. The results provide useful data when contacting support.
Have Your Account Details Ready – Make sure you have your Virgin Media account number, home phone number, and billing information on hand when calling. This allows support to quickly pull up your account.
Average Wait Times – Expect wait times to be around 5-10 minutes when phoning Virgin Media support. Call volumes are lower on evenings and weekends. Consider using web chat as an alternative.
Support Hours – Virgin Media support is available 7 days a week from 8am to 10pm. Outside these hours, you can request a callback or use web chat.
- Phone: 0345 454 1111
- Website chat: virginmedia.com/help
- Twitter support: @virginmedia
Provide a Detailed Description – Explain precisely when the drops occur and what troubleshooting you’ve already tried when communicating with the representative. Be ready to answer questions.
With your account information handy and a clear outline of the issue, Virgin Media’s support team will be able to run diagnostics, check for network problems, and suggest next steps to resolve your connection drops.
Will switching to a newer SuperHub model help with my dropping connection?
Maybe. Newer models have faster processors and radios, so they can help. But switching routers isn’t guaranteed to fix underlying issues.
What typically happens during an engineer visit for connectivity issues?
The engineer will inspect your cabling for damage, reterminate connections, install filters, check the line quality, and replace equipment if faulty hardware is suspected.
Does Virgin Media prioritize speed over stability? Should I downgrade my package?
Not necessarily – issues can happen even at lower speeds. Check that your connectivity is stable even with devices directly wired to the router.
Will buying my own router completely solve Virgin Media cutting out?
Advanced third-party routers can improve stability, but they rely on the same underlying line. If the core issue is with the line, a new router may not fix it.
Why does my Virgin internet cut out more in bad weather?
Heavy rain or wind can cause interference and noise on the line. Water getting into a cable’s protective insulation can also impact connectivity during storms and after storms as corrosion starts to set in on a cable with damaged insulation.
Q: Will switching to a newer SuperHub model help with my dropping connection? A: Maybe. Newer models have faster processors and radios, so they can help. But switching routers isn’t guaranteed to fix underlying issues.
Q: What typically happens during an engineer visit for connectivity issues? A: The engineer will inspect your cabling for damage, reterminate connections, install filters, check the line quality, and replace equipment if faulty hardware is suspected.
Q: Does Virgin Media prioritize speed over stability? Should I downgrade my package?
A: Not necessarily – issues can happen even at lower speeds. Check that your connectivity is stable even with devices directly wired to the router.
Q: Will buying my own router completely solve Virgin Media cutting out? A: Advanced third-party routers can improve stability, but they rely on the same underlying line. If the core issue is with the line, a new router may not fix it.
Q: Why does my Virgin internet cut out more in bad weather? A: Heavy rain or wind can cause interference and noise on the line. Water getting into cables can also impact connectivity during storms.