topic Re: Virgin internet connection problem in Archive

Virgin internet connection problem

Dave+r+robbo — Wed, 24 Nov 2021 14:38:52 GMT

Hi all

my sky glass as lost its internet connection.

re started the hub twice stays in for about a minute then drops again .

rang sky they say it's a known issue but don't know when it will be fixed .

im now paying for sky glass and watching freeview.

had glass since 7th November all been fine until yesterday .

needless to say I'm not happy and sky know it.

anyone else had this issue and got round it

Re: Virgin internet connection problem

GD1 — Wed, 24 Nov 2021 14:41:10 GMT

@Dave+r+robbo wrote:
Hi all
my sky glass as lost its internet connection.
re started the hub twice stays in for about a minute then drops again .
rang sky they say it's a known issue but don't know when it will be fixed .
im now paying for sky glass and watching freeview.
h
had glass since 7th November all been fine until yesterday .
needless to say I'm not happy and sky know it.
anyone else had this issue and got round it

Are you connecting over wifi? Are you able to use ethernet or powerline adpaters?

Re: Virgin internet connection problem

Jayboy1990 — Wed, 24 Nov 2021 14:43:17 GMT

I assume only glass is affected? Everything else else fine connection wise?

Re: Virgin internet connection problem

Dave+r+robbo — Wed, 24 Nov 2021 15:28:05 GMT

Yes rest of the house is fine

Re: Virgin internet connection problem

Dave+r+robbo — Wed, 24 Nov 2021 15:29:18 GMT

Was WiFi tried wired same result

Re: Virgin internet connection problem

Jayboy1990 — Wed, 24 Nov 2021 15:31:57 GMT

Rebooted the tv? Tried a different Ethernet cable? Rebooted router?

failing all that I think it's a full reboot and link the tv back up again!

Re: Virgin internet connection problem

Jayboy1990 — Wed, 24 Nov 2021 15:37:47 GMT

@Dave+r+robbo

The process I would take is as follows;

-switch off using side standby button

-unplug at mains

-hold down power button on side whilst plugging into power

-continue holding for a few seconds then release the side standby button

this should go through a software refresh and ask you to enter a code on skys activation page in a web browser.

Re: Virgin internet connection problem

Dave+r+robbo — Wed, 24 Nov 2021 15:47:09 GMT

Yep

trying factory reset but won't connect to internet so I'm stuffed

Re: Virgin internet connection problem

Jayboy1990 — Wed, 24 Nov 2021 15:50:04 GMT

Hmm, I am totally out of ideas sadly. Do you have a friendly neighbour that would allow you to hook onto their broadband to check if that will possibly work?

Did sky offer a replacement by any chance?

Re: Virgin internet connection problem

bucket57 — Wed, 24 Nov 2021 16:09:42 GMT

@Dave+r+robbo

Hi,

What broadband provider, is it VM?

Edit: oops didn't read the title🥴

I don't have glass but have Q and had exactly the same problems this morning with VM hub i.e. connected to hub but no connection to internet (have always used ethernet and no problems for a year). Anyway based on a suggestion I had seen a while ago, in Q terms I went into network settings and changed the DNS server manually to 1.1.1.1 and everything sprang to life. As I say I don't know how glass works regarding network but the symptoms are remarkably similar...if you can change settings manually then it is at your own risk of course😉

Re: Virgin internet connection problem

Dave+r+robbo — Wed, 24 Nov 2021 16:27:03 GMT

Latest update is they are sending a replacement on Saturday .

I then have until the 3rd to make up my mind if I keep it.

I was very very close to sending it back and going to Q again ( which may happen if I have the same trouble )

I seem to think they suspect something as gone wrong inside this one.

they kept saying there is a known issue with virgin but my brother as virgin on his glass and it runs fine.

many thanks for all your suggestions everyone

Re: Virgin internet connection problem

Jayboy1990 — Wed, 24 Nov 2021 16:30:14 GMT

@bucket57 Sadly sky glass doesn't allow you to set DNS servers manually!

Re: Virgin internet connection problem

Jayboy1990 — Wed, 24 Nov 2021 16:30:44 GMT

@Dave+r+robbo I am with virgin and no issues.

Re: Virgin internet connection problem

bucket57 — Wed, 24 Nov 2021 16:37:58 GMT

@Jayboy1990 @Dave+r+robbo

@Jayboy1990 wrote:
@bucket57 Sadly sky glass doesn't allow you to set DNS servers manually!

Ah, ok, sorry to have suggested a non-starter🥺🙂

Re: Virgin internet connection problem

Thorogoodies — Wed, 24 Nov 2021 16:57:46 GMT

Yep had the same problem just been on the phone for 30 minutes went through two customer service representatives and got to the third one who told us it is a known issue. They don't know when they can fix it and like you we are now paying for a service that we can't get not happy will check again tomorrow and the day after and hope it's fixed but nothing you can do I've tried everything with them ! fingers crossed

Re: Virgin internet connection problem

Jayboy1990 — Wed, 24 Nov 2021 17:04:51 GMT

Have Sky said what is actually at fault?

If it is a DNS issue you would need to pop the supplied Virgin Hub into modem mode and attach a third party router and adjust the DNS servers on this router.

The reason for this is due to Glass and the Virgin Hubs not allowing you to alter the DNS servers manually!

Sky. should be more transparant if they are aware of the issue, have you tried checking with Virgin media, i find they have some good tech support available when these types of issues occur.

Re: Virgin internet connection problem

DazH54 — Wed, 24 Nov 2021 17:12:54 GMT

I have just received my spyglass today and have exactly the same problem. Makes perfect connection to Wi-Fi and router, but won't get an internet connection. Replaced Wi-Fi with Ethernet connection - same result. All other devices work 100%. Only getting transferred to sky broadband mid Dec so not keen on paying for tv if it is not truely 'internet enabled' - do they mean skybroadband enabled?

Re: Virgin internet connection problem

Jayboy1990 — Wed, 24 Nov 2021 17:16:05 GMT

@DazH54 wrote:
I have just received my spyglass today and have exactly the same problem. Makes perfect connection to Wi-Fi and router, but won't get an internet connection. Replaced Wi-Fi with Ethernet connection - same result. All other devices work 100%. Only getting transferred to sky broadband mid Dec so not keen on paying for tv if it is not truely 'internet enabled' - do they mean skybroadband enabled?

This is a very new issue that iv only seen happening today, Sky or Virgin media are the only ones that will be able to help.

Its impossible to say what is actually happening - Its very odd.

Re: Virgin internet connection problem

DazH54 — Wed, 24 Nov 2021 17:20:19 GMT

As I'm new to Sky, what is the tech Helpdesk number?

Re: Virgin internet connection problem

Jayboy1990 — Wed, 24 Nov 2021 17:24:18 GMT

0333 7591 018 Or 150 from sky mobile