Status of Hub 3's

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

The speed at the Hub should reflect your subscription.

The VM Hub 3 is easy to reset, the process is a bit critical.

1) Press and hold RESET for 60 seconds.

2) Leave the Hub 3 powered on to complete the factory reset.

3) A fully reset Hub reverts to the factory passwords on the bottom side sticker

Yes this differs from the VM notes on the help website, but it works ! 


Now looking at the known fault and poor speeds at the Hub I'd not do any more Hub resets and the VM service is clearly the problem and resets are not going to clear that. 

Before calling, wait for the reported fault to have cleared for a day or so.  With VM being aware of the fault it is in hand for a fix and that means VM will not send an engineer to you until their problem is considered closed & resolved.

Thank you for getting back to me I appreciate it. I used the reset button on the Hub 3 this morning and I believe it did a factory reset as my previous settings were removed and it went back to the default password. At first the download speed improved to around 60 to 70 Mb but it seems to have dropped off again since and that was still v.
I did as you suggested and the first result was interesting and different to yesterday when it showed green status for all three items. Today I got:

So it looks like there is a detectable issue at the moment. I can still use the Internet and TV at the moment so it is not really an emergency that requires me calling on a Sunday but if I get similar results on Monday I will call the VM support line and see what can be arranged.

Thank you again for your help.
Martyn

On Sunday I had the following update "Thank you for your patience as we investigated your network issue. We've monitored your connection for 24 hrs and the issue should now be resolved – your devices appear connected and speeds are what we'd expect. Still experiencing network issues? Visit our site for next steps https://sms.virginmedia.co.uk/z6VdU/14XWoEU"

I tried the tests again with no improvements but seeing Alessandro's message I thought I would try again today, with no improvement but the status showed that there was a known TV issue which Engineers were working on and it was expected to be fixed at 13:10. I thought it worth waiting until after that was fixed in case there was a common cause with my Internet and phone issues. I checked again this afternoon and there was no improvement in Internet speed but when I checked the status I found the TV issue has not been fixed yet and the latest estimate is 21:10 so I will wait again and see if when the TV issue is fixed my issues go away and if not log a call.
Thank you for your help,
Martyn

The TV issue is still not fixed, latest estimate online is 17:10. I also received another message that they will monitor my Internet service for 24 hours which was the same message I got at the weekend after which they said it was resolved and I should then have the speed I paid for but in fact there was never any change and I am now starting to wonder if this is just a delaying tactic. I will keep you updated with progress if I see any!

All the best,
Martyn

Latest update, fixing the TV service has now been moved back a further couple of days until 17 October at 16:10. I have also received a message from Virgin "Support":

Thank you for your patience as we investigated your network issue. We've monitored your connection for 24 hrs and the issue should now be resolved – your devices appear connected and speeds are what we'd expect. Still experiencing network issues? Visit our site for next steps <redacted link>

But following that I get a another 24hr holding message:

Intermittent signal in your area

We’re looking into it. Check back here after 24 hours, and if there’s still an issue we’ll help you book an engineer. 

So I expect that will be next week at the earliest so over a week with less than 10% of the bandwidth I pay Virgin Media for and without many of my TV services.

Now Virgin Media customer service seem just to be trying to wind me up I have just had another identical message to the one before saying my issue has been fixed and my Internet is now achieving speeds expected. When I go to run the tests on the Virgin Support web site the status page says there is an "Intermittent signal in your area, we are looking into it. Check back here in 24 hours, and if there's still an issue we'll help you book an engineer." I am getting 13.5Mbps at my hub when I pay for a 500Mbs service. As I seem to be just getting the runaround from the service team I think I need to log a complaint about this "Service" they just seem to be putting me in a continuous look saying wait 24 hours and it is not even as if I get a consistent 13.5Mbps it sometimes drops out altogether.

Just so anyone following knows I have just had a very helpful proactive call, I don't know if that was you John or David, but thank you very much and they have booked in an Engineer's visit on Monday which hopefully will get me sorted out. I very much appreciate the help and going out your way to call me.
All the best,
Martyn

Update: The Virgin Media Technician came this afternoon and replaced my HUB3 with a Hub5, which was the main issue. He also sorted out an issue with the wiring outside my house as it was still the original configuration when it was installed about 28 - 30 years ago, I have emails from Telewast in 1997. Apparently it needed updating for the my current bandwidth. A test now:

Even more importantly the connection is stable, yesterday I had a family Zoom call and I kept freezing and then being thrown out the call with a message on the screen that I had an unstable Internet connection. I am now confident everything will go well, the tests I have done so indicate that will be the case. 

Thank you for sorting this out.
All the best,
Martyn