Forum Discussion

martynco's avatar
martynco
On our wavelength
3 days ago

Status of Hub 3's

 I have gradually been having more problems with internet dropouts and now the speed of my internet has now dropped to between 6 and 10MB, it should be 500MB. I have tried rebooting the hub but no change. I did think about trying factory resetting, I don't know when the documentation is but I see there is a reset button on the back so I assume if I hold that down for a while that will do the job. The problem could be something else but my suspicion is the hub, am I wasting a lot of time on an obsolete device or is it still considered a current one? I am also concerned because my landline phone runs which also runs from the hub rather than via copper is also playing up. I have tried to get my 95-year-old parents to start using my mobile but they still use the land line and at that age I worry they will have an emergency and not be able to get me on that. 
If the Hub 3 is seen as obsolete, can I just contact customer service and get a newer hub sent to me? I think this would be a reasonable first step to investigating my issues rather than get someone out although they may be able to do some diagnostics from the call centre?
I would appreciate your thoughts on this.
Thank you
Martyn

5 Replies

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

      Hello, thank you very much for getting back to me I appreciate it very much. I used the reset button on the Hub 3 this morning and I believe it did do a factory reset as my previous settings had cone and it was back to the default login details. At first the download improved to around 60 – 70 Mbps but still some way short of what it should be. This seems to have dropped off again during the day. I have run the tests you suggested:

      The first result is interesting and not what I saw yesterday but there does look to be a detectable issue now, which in a way is progress. I can still use the Internet and TV so it is not an emergency requiring me to call on a Sunday but if I still get similar results on Monday I will call and see what can be done.

      Thank you again for your help
      All the best
      Martyn

  • Client62's avatar
    Client62
    Alessandro Volta
    3 days ago

    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. 


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

      Thank you Alessandro, I did try a reset and, for a short time, the speed did improve a little but it soon dropped back again. I expect that the service check will show the same on Monday and then I will give the Virgin Media Support line a call.
      Thanks again,
      Martyn

  • Client62's avatar
    Client62
    Alessandro Volta
    2 days ago

    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.