Forum Discussion

RB10's avatar
RB10
Joining in
2 years ago

Broadband causing problems with streaming services

During the afternoon of 2nd Feb 2024, I tried to use the Channel 4 streaming service on my TV, which would not work. I then discovered that of the main streaming apps, including Apple TV, only Netflix and You Tube worked  

Further investigation revealed that the problem, was common to other devices. It seemed however that my Virgin Broadband was functioning normally with good speed.  

I am in the fortunate position of having a second broadband connection via the Open Reach infrastructure, so I tried using this instead and everything worked perfectly.

The problem was therefore somehow related to my Virgin Media Broadband.

Having run out of time to fault find Virgin that day, I went online on the morning of 3rd Feb. I followed the fault checking procedure, which led to a hard reset of my Media Hub 3.0. The power light is now permanently Red. The online diagnostic states that the connection is normal and broadband of reasonable speed seems to be available.

However, the situation remains of many common streaming apps, either not or barely functional via Virgin Broadband. I am therefore not getting what I am paying for.          

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    Log into your online account and go to "security" and inactivate"the "Childsafe" function.  See if that sorts it

    Also if the Hub3 light is red in normal router mode - it needs replacing.

    • RB10's avatar
      RB10
      Joining in
      2 years ago

      Childsafe was not in use. The Hub was supposed to be in router mode (no wi-fi) but wasn’t, even though the Red (or is is Magenta?) light was on. After a further power on/off reset or two, I was able to put the Hub back into Router mode and at this time the streaming services seem normal. I haven’t understood the problem, except that the issue was definitely with my Virgin connection.  I didn’t see a white light on the hub at any point, so perhaps it faulty in some way?   

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 years ago

    Hey RB10,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with the Channel 4 app, we're glad that you could get this resolved with a reboot. Which light is currently showing on your hub? If the light is red, is your router hot to the touch? 

    Kind Regards,

    Steven_L

    • RB10's avatar
      RB10
      Joining in
      2 years ago

      No the hub doesn't seem hot ,except that the top plate is midly warm. The surface temperature of the router is circa 27C at an ambient of about 20C. The light looks red to me, not magenta. Is the difference obvious? It seems to be functioning normally with the expected speed.  

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        2 years ago

        The led should be white on a Hub 3 when in Router mode.  If the red LED persists after a pinhole reset, the Hub should be swapped out. This red LED is the overheat warning and should be working correctly. If you wait here a couple of days a VM Mod should pick this up and discuss directly with you.