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Little_L
Posts: 7
Registered: ‎22-07-2012

Superhub wireless keeps disconnecting

[ Edited ]

I'm having the same problems as a lot of VMS customers appear to be having.  My not so "super"hub's wireless signal keeps dropping out.  All of the wireless devices in the house (2 x laptop, ass, piped, blackberry and andiron phone) can all see the hub but several times a day over the last 3 days (at least) none of the devices can connect to the network.

 

I phoned 150 and one of the operators asked me to connect using Ethernet, which I did, and this allowed her to access the hub settings remotely and change the channel etc. she told me that the signal was low and therefore she had boosted it, and that there was also a signal problem in the area (although none of my neighbours on Virgin were having any problems) and that she had flagged this to be sorted within 24 hours. After rebooting the hub the wireless connections appeared to be working.....for around half an hour!  I logged into the hub settings myself and the settings had gone back to default.  I changed the channel again and rebooted.  This appeared to solve the issues until this morning when I was yet again unable to connect.  This time I unplugged the router instead of going into the settings, and after about 5 minutes it worked...for about half an hour.  I phoned 150 again, and went through exactly the same process as yesterday with remote access and rebooting. Everything was fine for a few hours and then it all went wrong again and has been like it all evening.  I tried to call 150 again and the message said that they were aware I had reported a problem recently and if I would like an update from the team then press 1.  I pressed one and held for 32 minutes without any response.  I finally gave up and have had to unplug the hub again and wait for it to reload.

 

I have read a lot of advisers are saying to use a separate router, this isn't an option for me as I gave my old router to my parents and don't intend paying out extra money for something that should be included in the all in one router and modem superhub

 

I really would like to know what is being done to resolve these issues as it is becoming more than a little bit frustrating to keep having to unplug and reboot the equipment.

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The Sorter
Dale_T
Posts: 994
Registered: ‎05-12-2011

Re: Superhub wireless keeps disconnecting

Hi Little_L,

 

I have checked your superhub, and the connection from the network segment you are connected to all looks stable, I have also checked the network for any are issues, there are none that are reported for the network segment that your equipment is reporting on.

 

Could I ask you to go into your configuration page of your superhub and to try the reset option inside. Please let us know if you find that this resolves your issue, or whether it is still ongoing after this check.

Kind Regards,

Dale_T

Help & Support Forum Team



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One to Watch
Little_L
Posts: 7
Registered: ‎22-07-2012

Re: Superhub wireless keeps disconnecting

[ Edited ]
Thanks for your reply and advice. I have tried the reset option numerous times each day, and this option has also been tried by 3 different people via remote access when I've called for assistance. The connection isn't working again today so I'm having to use my mobile for this reply. I have unplugged and rebooted the hub but that only stayed connected for about half an hour again so I've given up now. The last person I spoke to said they would send me a new hub. But from what I can see here on the forum there are an increasing amount of people experiencing the same problem. I'm wondering why I was told I needed a superhub in the first place, it doesn't appear to have made any difference speed wise and the signal is not as strong as that from my old router, all it seems to be doing is sitting there lighting up the room looking like a fancy air freshener and needing to be reset several times a day. I'm under contract to pay for a service but for at least 4 days now, that contracted service isn't being supplied as promised, so I'd like to know what I'm paying for and what can be done by way of reimbursing me for loss of service and also to correct this issue.
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Making Waves
o_chris_o
Posts: 6
Registered: ‎20-07-2012

Re: Superhub wireless keeps disconnecting

Hi.  I've had exactly the same issue over the past week and was given the same feedback from Virgin support.

 

I think I may have narrowed it down to my Blackberry.  I turned off wireless for a few days and its been fine, no issues with the laptop.  Then today I turned on wireless on the BB and an hour later, the laptop can't connect!  Maybe just coincidence, we'll see!

I also noticed that when my two laptops and wd tv device couldn't connect, my BB could!  Possibly something to do with a G vs N connection?

 

 

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Freakishly Helpful
Leanne_K
Posts: 1,837
Registered: ‎21-03-2012

Re: Superhub wireless keeps disconnecting

Hi Little_L,

 

Sorry to hear your still facing the same issue.

 

It may be a idea for you to downloaded a programme such as inssider which will tell you which channels are being used and congested in your area incase your currently located on a channel that is, that way you know whether its interference from neighbours or if its the actual superhub itself with the fault.


Leanne K
Help & Support Forum Team

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One to Watch
Little_L
Posts: 7
Registered: ‎22-07-2012

Re: Superhub wireless keeps disconnecting

Hi guys, thanks for your replies...sorry it has taken so long to get back to you but guess what??? My really not so super hub wasn't playing all day yesterday so i couldn't get online unless i used my phone. 

 

I tried everything, factory reset on the hub, factory reset through ethernet cable in settings.  I've disconected both my mobile and the blackberry from wireless so that all that was searching for a connection was the laptop, still the same issues - connecting for a short time then nothing - sometimes lasting half an hour, sometimes instant disconnection. I downloaded inssider last week when the problems first began as i wanted to try and resolve the issue without having to make a call.  I was on channel 1, and then that changed to channel 11.  I've had 3 people remotely access the hub and reset it to factory settings and change the channel - but nothing worked.

 

A friend of mine has been exeperiencing the same issues and has had to connect through ethernet cable to get online.  She made a call to 150 and spent an hour and a half on to them, they couldn't it to work and told her that it must be her laptop, and they couldnt answer the question as to why the mobile and a second laptop couldnt connect either - they then transferred her to tech support who wanted to charge her for the call.  She then went through to terminations to try and cancel her internet with Virgin as she was appalled at spending over an hour and a half on the phone to someone who then wanted to transfer them to a charged call.  Obviously not wanting to lose the business, the call was transferred yet again to someone who gained remote access and changed some settings and then after a while it began working again - but it took about 3 hours in all.  

 

Today i received a new hub, this has been up and running for about 20 minutes now.  Hopefully this will now be resolved but I am not holding my breath.  If the issues do continue then i will be looking to move to another provider as i have spent way too long on hold waiting for updates or waiting for calls to be returned that just don't happen.

 

Thanks to everyone who has offered assistance - i will keep you informed as to how my new (super for the minute) hub is getting on

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One to Watch
Little_L
Posts: 7
Registered: ‎22-07-2012

Re: Superhub wireless keeps disconnecting

Ok well that didn't last long did it?  i think about half an hour and the really not super hub stopped working and had to be rebooted.  Am now on the phone to retentions to see about moving to another provider only to be told that I am in a contract and therefore would be charged to move.  I have reminded them that they are also under contract to provide a service and that service is not being provided to the standard promised.  Before allowing me to leave the contract they want to get a technician out to look at the hub or alternatively i can book a call from a Broadband specialist who will call me at a specified time to discuss the issues.  They also say they need to check the network box outside and the signal in the area - i am surprised that after 3 or 4 phone calls regarding the same issue that this has not already been checked. 

 

The earliest call is Monday at 11.30 - so all I can do now is wait. The guy that is calling me will check eveything to do with my wireless connection and if he can't fix it then i will be passed back to retentions to discuss my options from there.  After being with Cable & Wireless/Telewest/Birmingham Cable/Virgin Media for over 15 years I really don't want to have to move to another provider but if the service can't be provided correctly then I may not have any option.

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Freakishly Helpful
Lindsey_P
Posts: 2,218
Registered: ‎16-01-2012

Re: Superhub wireless keeps disconnecting

Hi Little_L

 

Sorry to see that you've experienced so many issues with your Superhub. I've run some checks on the network and your local connection (the Superhub) in case there was any underlying issues. Everything appears to be functioning well presently.

 

I can see you've already tried an awful lot to try and get this up and running, please let us know how the call goes on Monday.

Kind Regards,

Lindsey P

Help & Support Forum Team



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One to Watch
Ubiquitan
Posts: 4
Registered: ‎04-10-2012

Re: Superhub wireless keeps disconnecting

I just made a post about how I fixed this in my particular case. Hope it helps some people!

 

How to fix Superhub disconnections!

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