Forum Discussion

mindwhip's avatar
mindwhip
On our wavelength
4 days ago

Replacement hub 3 issue

At the beginning of January my connection speed dropped off a cliff from the normal 400Gbps to less than 0.5Gbs.  Around half the downstream channels were showing error counts in the millions.  After a conversation with customer service a new hub3 was dispatched and when installed fixed the speed issues.

Unfortunately the new Hub about once a day stops communicating then reboots itself knocking me offline for around 10 minutes. Sometimes this happens at night when there is little consequence but I often work from home and need a stable connection.  There is nothing in the network log to indicate the reboot or a reason for it and all channels are connecting with near 0 errors and 32dB SNR or greater.

And after the third time this happened while on an important work Teams call I phoned customer service again.  After going through a factory reset and asking me if I still have the issue (how can I tell right after A reboot if the once a day random reboot was fixed???) and me telling them no they have arranged an engineer visit for Tuesday but I am now concerned that the engineer will not be able to do anything as it is likely just the hub that is fault and being a very intermittent issue will not be able to find an issue with with it.  I'm worried that if the engineer decides there is nothing wrong I will be charged for it.  

Should I phone customer service again and insist they just try sending me another replacement hub rather than the engineer visit?  When I called them I got the distinct impression they didn't actually listen to what I was telling them as none of it followed their script which they were determined to follow.

5 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    3 days ago

    You are at some length describing a fault with the signal to the VM Hub.

    Check for known faults in your street. Try both methods:

    Call the local fault line: 0800 561 0061 – this is an automated number.

    https://www.virginmedia.com/help/check/status/identification/identify

    Check the Service Speed:

    https://www.samknows.com/realspeed/
    https://real-speed-fe.eu1.sk.thousandeyes.com/

    Once the test begins click on: Run full test
    to include: Latency, Jitter, Packet loss & Upload speed


  • mindwhip's avatar
    mindwhip
    On our wavelength
    3 days ago

    Hi.   Thanks for reading as much as the customer service rep listened and providing a response that doesn't even try to answer my question.  There are no issues with speed on my new hub.  There are no issues with the signal to my hub.  There are no issues in my area. The speed test comes back as near perfect.  The issue is the box just randomly reboots around once a day.

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      3 days ago
      mindwhip wrote:

      The issue is the box just randomly reboots around once a day.

      This should be an entry in the Hub's Network log, and if you need further evidence, setup a BQM to monitor and record your incoming circuit.   http://www.thinkbroadband.com/ping

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      1 day ago

      Hello mindwhip

       

      Sorry to hear of the hub issues experienced and connection problems, we appreciate you taking the time to raise this with us via the forums.

       

      We can see this has been raised and a resolution offered since your post, please keep us up to date with this and let us know if you need further support.

       

       

  • Client62's avatar
    Client62
    Alessandro Volta
    3 days ago

    If you wish to press for the rebooting Hub to be swapped out again, discuss with the engineer on Tuesday, they carry replacement Hubs on the VM van.