Please could someone help check with my connection
Noticed in the last couple of weeks that my HUB4 has been 'whirring' a lot.
For the last few days my internet has been losing connection, tried rebooting/restarting hub, changing ethernet etc but I keep losing internet access
Currently working and then lost connection 20 minutes later, cannot access via http://192.168.0.1/?home&mid=Home
Thanks in advance
Hi Stella71, thank you for your post.
We're sorry to hear about the connection issues you've been having 😔
I can see you're currently being impacted by an area outage, which has an estimated end date of 31 August at 2:10pm.
If, by any chance, you're still no further forward by then and the estimated fix time hasn't been updated on the service status checker, please pop back to us on here.
Regards,
Daniel
Thanks for the reply Daniel, am I entitled to any compensation due to loss of service?
Am still without connection, understand due to be fixed tomorrow, will I get compensation also my router is so loud and is overheating, don’t like to leave it running but need WiFi for work
Still without full service, fix was due today, now being advised 17.09.25!
Forum TeamHi Stella71 👋 Thanks for returning to the thread to keep us updated.
Our sincerest apologies for the delay to the outage fix date! If you continue to have issues but there's no longer an outage listed, please let us know - as this can indicate an alternative type of fault that we would need to investigate further to help with.
Thanks for your continued patience! 🌞
Compensation starts after 48 hours of total loss of service, and it should be automatically paid (within a month I believe?) As for WFH, as there are no SLA's for residential contracts, a backup plan is a good idea. A simple 30 day rolling SIM based router should suffice.
As for the "whirring", the Hub 4 is the only Hub with an inbuilt fan, and as such these can clog up with dust over time. It may help to power off the Hub and blow it out with a tin of compressed air.
Compensation is only for TOTAL loss of all services, and it only starts after an initial 48 hour period. It should be automatic and AFAIK takes about a month to be paid.
As for the Hub, if it is overheating, call it in as a fault.
Thanks for the reply, have ordered an air compressor. Also tethered with my mobile. How do I tell if my normal broadband is connected or not?!
How do I tell if my normal broadband is connected or not?
You can't unless you have a BQM, or some other system setup to monitor your supply. Otherwise you are relying on VM to assess any downtime. A BQM can be setup here http://www.thinkbroadband.com/ping
