Forum Discussion

chuckstre's avatar
chuckstre
On our wavelength
3 months ago

HUb 3 issues

My Hub 3 that ive had for many years seems to be showing signs that its coming to the end of its useful life. Some devices lose connection randomly, it often loses connection to the WiFi pod i have (which is not good as that is what my home cctv connects to) the power light at the front is constantly red. According to the website this is due to overheating but the hub is not enclosed in any way, When i have spoken to VM in the past they do thier online checks and cant see an issue so im reluctant to call them again as last time we were going round in circles for weeks until they eventually agreed to send an engineer who swapped the hub for another one. Now this one is showing the same behaviours as the previous hub. I have tried to use the connect app to halp with my diagnosis but it cant find the hub, but i dint think tht has ever worked since i got the last hub, Can anyone offer any other advice before i just call it quits and go to another broadband provider?

  • chuckstre's avatar
    chuckstre
    3 months ago

    Hi. The hub 5 is working as expected. 
    Before I received it I managed to get the Hub 3 connected to the VM Connect app. 
    I changed the name of the router from what I had changed it to back to the original name that it came with (on the underside of the router). After that the app connected without issue. Perhaps bear this in mind when anyone else complains they are unable to connect via the app. 

  • legacy1's avatar
    legacy1
    Alessandro Volta
    3 months ago

    Its a thing with hubs they don't have wifi that will last for years and as for VM saying nothing wrong they are right in that they test to the hub over Docsis and say its fine so they see 50% as fine the other 50% of the hub they can't check.

    so yes go with another broadband provider or use hub in modem mode because the Ethernet likely works fine with your own router with 1Gb ports

  • chuckstre's avatar
    chuckstre
    On our wavelength
    3 months ago

    The more i read about it the more it seems like its a known issue.and is an overheating problem and needs replacing.

    Maybe someone on here could possibly get it replaced without me having to spend hours speaking to someone who just follows a script telling me to do all the checks ive already done many times - but doesnt actually have any real life technical knowledge.

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    Is my Hub 3 hot or not ?

    To check login in to the Hub 3 menu at http://192.168.0.1/ 
    use the numeric Hub password from the bottom side label.   ( this is not the Wi-Fi password )

    Run the Network diagnostic tool

    Scroll down through the results and find the Temperature entry.   Is it:  Normal  ? 

    • chuckstre's avatar
      chuckstre
      On our wavelength
      3 months ago

      Yep, did all that. It’s registering the temperature as normal. 
      spent hours trying to research and trouble shoot. Just end up going round in circles. 

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    Having VM Pods means you have Smart Wi-Fi enabled and Auto Channels enabled,
    disabling both of these resolved issues with Hub 3 random Wi-Fi dropouts.

    We rejected the VM Pods in favour of more reliable Wireless Access points,
    for us network equipment must not be locked down or tied into any one ISP.

  • chuckstre's avatar
    chuckstre
    On our wavelength
    3 months ago

    It’s worked fine until recently. Nothing in my home environment has changed. I can’t get the VM Connect app to connect to the hub to do any further checks. It’s really frustrating. 

  • chuckstre's avatar
    chuckstre
    On our wavelength
    3 months ago

    Finally got to speak to someone at VM. Said the hub needed to be replaced. Wanted to send another Hub 3 but I explained I’m done with the hub 3 cos it’s obviously unreliable. Told him I would rather leave VM than have another hub 3. He offered to upgrade to Hub 5 but would cost me more monthly. I obviously didn’t want to pay more. He put me through to cancellations who upgraded me to higher internet speeds with a hub 5 for less than I’m paying now 🤷‍♂️

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      3 months ago

      Only thing to add is that a red light on a aHub3 is a sign of a failing LED and is no indication of any Hub/Network issues.  A new Hub5 will remedy any Hub problems but if there is an underlying issue on the connection it probably wont.

      So once its on keep your eye on it - if connection issues persist, post back here for more advice.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      3 months ago

      Hi chuckstre, thank you for reaching out with an update and I am sorry to hear about the experience you've had.

      How is the Hub5 do you currently have this yet?

      If so if everything working as it should be now?

      • chuckstre's avatar
        chuckstre
        On our wavelength
        3 months ago

        Hi. The hub 5 is working as expected. 
        Before I received it I managed to get the Hub 3 connected to the VM Connect app. 
        I changed the name of the router from what I had changed it to back to the original name that it came with (on the underside of the router). After that the app connected without issue. Perhaps bear this in mind when anyone else complains they are unable to connect via the app. 

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    VM usually fail to re-pair any VM Pods to a replacement Hub,
    so expect to have to chase that up once the new Hub is working.

    Hub 5 has Wi-Fi 6 good news if your devices work with it,
    but has been a repeated source of issues with 2.4GHz Wi-Fi IoTs.

    Hub 5 lacks 10Mb/s Ethernet support, this affects some central heating controllers.