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VsUK's avatar
VsUK
Dialled in
2 days ago

Faulty modem & IP problem.

I have the Hub 5 for 1GB cable that's been running great until a few days ago. I run the modem in modem mode as I use my own router which hasn't given a issue in speed or coverage. However, the virgin hub 5 suddenly dropped all internet. I couldn't even connect to the modem to check status at all. It wouldn't respond. I rebooted & powered off for 5 minutes, It did let me connect to the modem briefly. I clicked on the status to check for internet but all the info was blank, then it kicked me off again. 

There's nothing wrong with the ethernet or port, because all I did was reset the router back to default settings, and aside from having to change login info, it's all back up & running great. However, it's causing conflicts with my router that has specific IP forwarding beyond the range of the router & other settings. I put the modem back into modem mode & the problem was back again. So the router is faulty & I need a replacement because I can't use it in router mode with my setup as the hub 5 doesn't have the features I need to change to allow it to work, only in modem mode works. 

The second issue, was I requested a fixed IP when I signed up for 1GB cable. I was told this would be done & my router would reboot when its done to finalise the IP, which it did. And I've had the same IP now since I took out the service. However, since this problem, my IP has changed 3 times. I need the fixed IP put back on because my home CCTV & other things need to be specified by IP & if my IP keeps changing, it's a lot of messing about. 

I tried to use Contact Us, but there was no option for reporting faulty equipment & the closest I tried to what it could be, just sent me in circles to help me page of useless info not related to my problem. I can't call because I'm deaf & I live alone, so no one can call on my behalf. 

So I need this sorting please. So if some staff could get back to me, that would be great. 

Thanks

11 Replies

  • fronty's avatar
    fronty
    Tuning in
    23 hours ago

    There's some weird sh!t that goes on with the DHCP allocation from Virgin Media, I've had a couple occasions where my WAN port went down and wouldn't then get an IP address allocated. In the end I just left it and switched over to using a USB dongle - after about 2 days the WAN port suddenly came back up with my IP address allocated via DHCP. I could see in my router logs it was constantly trying to get an IP address via DHCP, but VM wouldn't respond until 2 days later - so I wonder if they have some weird thing going on where they have to wait for the lease to expire or some other timer to time out. So my advice is to just leave it for a couple days, maybe use the hotspot on your phone for a bit, then pray it comes back up on it's own after a couple days.

    • legacy1's avatar
      legacy1
      Alessandro Volta
      22 hours ago

      Hmm never run into this problem unless VM DHCP server has a subnet range for known Router mode MAC's to give out WAN IP in given subnets and any MAC different gets other WAN IP by other subnets? which would be really bad.

      unless VM DHCP server is for both and the DHCP server went offline which has happened to me for a short time and I don't know if router mode was affected but likely was and VM know this may happen and so router mode just on the end of the lease keeps on going where other routers reset the IP to 0.0.0.0 (and some routers/devices may DHCP request renew from 0.0.0.0) at the end of the lease and waiting for DHCP offer if renew failed?       

  • Client62's avatar
    Client62
    Alessandro Volta
    2 days ago

    If you had a fixed IP it would be presented as here is a letter / email with your IP it is say 80.xx.xx.25 and this is for the duration. For VM Domestic connection that does not happen.

    • VsUK's avatar
      VsUK
      Dialled in
      24 hours ago

      Yeah I didn't pay for it, just asked for one & they said no problem on live chat. I had fixed IP with Vodafone I was with previously. 

      But the problem is, the router keeps randomly restarting & my IP keeps changing, which is messing everything up!

      • Client62's avatar
        Client62
        Alessandro Volta
        24 hours ago

        I was under the impression in Modem mode the Public IP of a VM Hub was usually stable provided the MAC of the 3rd party Router was also stable.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 days ago

    Whoever sold you a static IP was having a laugh.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 days ago

    Your IP will change there is no true fixed IP even on VM business so you need to use DDNS

    Does modem mode now work with your router set to DHCP now? Is not you may have been given a un-routeable IP try changing your router WAN MAC to another MAC you own power off hub for 2 minutes and you should be back on line.

    • VsUK's avatar
      VsUK
      Dialled in
      24 hours ago

      I get about 90% of what I need working to work in the router mode. However, when I switch to modem mode, there's no connection what so ever, I cant even connect to the hub, the 192.168.100.1 just hangs. I've reset & done this half a dozen times, even allowing it to sit for a few hours. 

      All was working fine until about 11:30pm Sunday night when I lost internet. Waited thinking it was an restart or a short dropout but it didn't come back on. I reset & I get the constant white flashing light, stops for a bit, flashes again & then changes to a solid green. Directly connecting it to my laptop gives no internet or access to the hub. But without changing the ethernet cables, I reset & everything starts working again in router mode, more or less. 

      It's a fault, that I'm sure of. And you cant change anything in modem mode, it's just a modem converting the signal to one your devices understands as internet & nothing more. No matter what I change on the hub 5, it's removed in modem mode, which is what the modem mode is designed for. A bare bones modem, nothing to slow down the hub. 

      • legacy1's avatar
        legacy1
        Alessandro Volta
        24 hours ago

        It not a fault with the hub if router mode works on the same port then modem mode should work on the same port 

        So modem mode did work? this being a hub 5 I don't see why this would stop working unless your doing something wrong because it work fine here.

        So try again with a PC or laptop power off hub for  2 minutes then on in modem mode on the 2.5Gb port their is no reason why it should not work.