Forum Discussion

place36's avatar
place36
On our wavelength
2 months ago

Connection issues

Hi -The ethernet connection between my installed 360 TV BOX and Hub 3 was lost today. The fault shown on my TV SAID IN ORDER TO Start up again I had a to input my broadband network starting VM----- and password to restore my TV channels and Apps. The cause of the fault showed as a very slow signal strength due to the ethernet connections at each end of the cable were loose and I was urged to make sure the connection between 360 TV BOX and Hub 3 was securely tightened. Are your ethernet connections securely placed in the ports? My connection at the end of  the cable is my issue as I am reminded when an app is not able to download because of insecure and loose connections which are not clicking into the ports but are unstable causing connection issues .Hope the Virgin media Team can help me either by replacing the existing ethernet cable which causes a very slow signal strength with another one which will connect in place with a click in each port and send a great signal strength.

13 Replies

  • place36's avatar
    place36
    On our wavelength
    2 months ago

    May one of the virginmedia  Team help me by PM in order to answer my complaint to discuss the best way forward on my connection issues

  • japitts's avatar
    japitts
    Very Insightful Person
    2 months ago

    You'd put both your posts as "me too" additions to existing threads rather than creating a new one which would have been easier - that's now been tidied up for you.

    I'm trying to make sense of what you've posted, please correct me if I'm wrong, but... your TV360 uses an Ethernet connection to your home-hub, and this connection is having problems? Hence asking for a replacement cable?

    When did your Ethernet connection last work? Working Ethernet connections tend not to stop working unless there's a physical change somewhere, like the cable being ejected at one end and not re-inserted. Are you saying that one of the ports is loose? In which case which one... on the TV360? Or on your home-hub?

    If the problem is physical damage to your Ethernet cable, then alternative ones can be sourced from any reputable electronics or computer shop. And you can use wireless in the meantime.

    • place36's avatar
      place36
      On our wavelength
      2 months ago

      The yellow connectors are not working together to produce a strong signal by ethernet as recommended to use over a Wifi connection. At this point I would consider an upgrade to a more reliable Broadband Router .With this in mind, please can you pass on these images to an engineer and will you be able to  lmplement  an appointment for his visit to install the next generation Broadband Router on my behalf 

      Thank you Garry

      • japitts's avatar
        japitts
        Very Insightful Person
        2 months ago

        When did your Ethernet connection last work? Working Ethernet connections tend not to stop working unless there's a physical change somewhere, like the cable being ejected at one end and not re-inserted. Are you saying that one of the ports is loose? In which case which one... on the TV360? Or on your home-hub?

        If the problem is physical damage to your Ethernet cable, then alternative ones can be sourced from any reputable electronics or computer shop. And you can use wireless in the meantime.

  • place36's avatar
    place36
    On our wavelength
    2 months ago

    The yellow connectors are together not working to produce a strong signal. As a result may  a request be submitted on my behalf to book and Engineer's appointment to upgrade my Broadband Router for a better performance Thanks Garry

  • place36's avatar
    place36
    On our wavelength
    2 months ago

    Any chance of a reply folks from Virgin Media Team [Just leave a PM]

     

  • roy247's avatar
    roy247
    Hero
    2 months ago

    If you have a spare ethernet cable you could try disconnecting the 2 yellow connections from the 360 box and the hub and connect the 360 to the hub using the spare cable.

    You could also try removing the ethernet cable from the 360 and then try connecting by wi-fi as previously suggested by japitts, this would help to see where the problem is.

     

     

  • place36's avatar
    place36
    On our wavelength
    2 months ago
    HERE IS THE UPDATED IMAGE ,AND AS CAN BE SEEN AS EXPLAINED WITH THE PREVIOUS IMAGES From the BROADBAND AND TV OUTLET ARE 2 WIRES.ONE WIRE SPLITS AND HAS THE ETHERNET CABLE INTO THE TV BOX AND COAX CABLE CONNECTED TO THE TV BOX
    THE OTHER WIRES SPLITS AND HAS THE ETHERNET CABLE INTO THE ROUTER AND COAX CABLE CONNECTED TO THE ROUTER.
    THIS IS A JOB I CANNOT DO TO TEST FOR A STRONG SIGNAL , THAT IS WHY AN ENGINEER WOULD THE BEST PERSON TO DO THIS.ALSO AS SUGGESTED ABOVE WOULD LIKE AND UPGRADE

     

    • roy247's avatar
      roy247
      Hero
      2 months ago

      There is no problem with the hub 3 connecting to the 360 box by ethernet cable so you won't be getting an upgraded or newer hub, I still use the hub 3 with no issues, you would need to upgrade your broadband to 1 gb  to get a new hub.

      Some people have reported problems with the splitter cable causing intermittent problems. As far as the 2 yellow connections are concerned it's just an ethernet cable so you could remove these and use a spare ethernet cable to connect the hub to the box if you have one.

      Did you upgrade from an old TiVo box and get sent the hub 3 and a 360 box because you wouldn't have or needed the splitter cable if you updated a V6 to 360.

      All the advice about trying an ethernet cable or disconnecting the ethernet cable and trying wi-fi is valid to prove what the problem is if you do need an engineer visit or just a new cable sending out.

      The quickest way to get an engineer if you really think you have a problem used to be calling virgin but I believe it's now a lot of AI.

      It could take the forum team 2 to 3 days to respond so any help you can give them might speed things up.

       

       

      • japitts's avatar
        japitts
        Very Insightful Person
        2 months ago

        The quickest way to get an engineer if you really think you have a problem used to be calling virgin but I believe it's now a lot of AI.

        Whilst I understand the sentiments, I don't think there's anything "intelligent" about VM's automated systems. They use a lot of bots yes, and keyword triggers - but that doesn't make them intelligent by any stretch!

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      2 months ago

      Hi place36,

      Thanks for posting and sorry to see you've had some connection issues.

      I can see the community have offered some advise, have you been able to follow this since your last post?

      Let us know how you're getting on with it.

      Alex_Rm

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 months ago

    Your explanation is just confusing. There is a coaxial cable splitter with one leg to the hub and the other to the 360. There is an Ethernet cable from the hub to the 360. Change the hub LAN port and if this doesn't work change the Ethernet cable.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    If the ethernet cable is loose at either end, or connected to the 360 but not the hub then the onscreen message advises, "Connect an ethernet cable from your Virgin TV box to the hub".  It doesn't ask you to input the VM SSID or password if  connecting by ethernet cable as  the connection is made automatically between the hub and the 360 box providing the ethernet cable is attached to both the hub and 360.   

    However, if I want to connect the two devices wirelessly then I only need to click on the VM SSID in the list and enter the password if it hasn't been saved.   If I wished I could also connect wirelessly by clicking on the WPS button on my hub and then highlight WPS within in the 360's Settings > System > Change connection type > Wifi setting

    Looking at the pictures you've posted, the hub3 and TV360 box are so close together that you don't need the ethernet connection.  If you used a wireless connection instead then the connection speed would be perfectly fine for streaming and catch up services.