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Discussion topic: Virgin internet connection problem
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Message posted on ‎24 Nov 2021 02:38 PM
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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
Best Answers
Message posted on ‎07 Jun 2023 12:53 PM
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Hi Everyone
THis issue has been confirmed as resolved.
I'm closing this thread, so that it's easier for the community to see if there's a problem in the future.
Kev
Community Manager
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Sorry, you can't reply to this discussion as it's been locked by our Community Managers.
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Message posted on ‎24 Nov 2021 02:41 PM
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Re: Virgin internet connection problem
@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?
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.
Samsung 75" 4K TV, Sky Glass Gen 2 55", Sky Stream, EE FTTC Broadband, Three 5G Broadband (Backup), Sony 7.1 AV Receiver, Technisat MultiSat receiver.
Message posted on ‎24 Nov 2021 02:43 PM
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Re: Virgin internet connection problem
I assume only glass is affected? Everything else else fine connection wise?
Message posted on ‎24 Nov 2021 03:28 PM
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Re: Virgin internet connection problem
Yes rest of the house is fine
Message posted on ‎24 Nov 2021 03:29 PM
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Re: Virgin internet connection problem
Was WiFi tried wired same result
Message posted on ‎24 Nov 2021 03:31 PM
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Re: Virgin internet connection problem
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!
Message posted on ‎24 Nov 2021 03:37 PM
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Re: Virgin internet connection problem
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.
Message posted on ‎24 Nov 2021 03:47 PM
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Re: Virgin internet connection problem
Yep
trying factory reset but won't connect to internet so I'm stuffed
Message posted on ‎24 Nov 2021 03:50 PM
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Re: Virgin internet connection problem
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?
Message posted on ‎24 Nov 2021 04:02 PM - last edited: ‎24 Nov 2021 04:09 PM
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Re: Virgin internet connection problem
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😉
Message posted on ‎24 Nov 2021 04:27 PM
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Re: Virgin internet connection problem
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
Message posted on ‎24 Nov 2021 04:30 PM
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Re: Virgin internet connection problem
@bucket57 Sadly sky glass doesn't allow you to set DNS servers manually!
Message posted on ‎24 Nov 2021 04:30 PM
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Re: Virgin internet connection problem
@Dave+r+robbo I am with virgin and no issues.
Message posted on ‎24 Nov 2021 04:32 PM - last edited: ‎24 Nov 2021 04:37 PM
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Re: Virgin internet connection problem
@Jayboy1990 wrote:@bucket57 Sadly sky glass doesn't allow you to set DNS servers manually!
Ah, ok, sorry to have suggested a non-starter🥺🙂
Message posted on ‎24 Nov 2021 04:57 PM
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Re: Virgin internet connection problem
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
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