hub 5 - keeps disconnecting

• my devices stay connected to the hub but it just loses all internet for a minute then reconnects this happens 4 or 5 times a day

Hi John_Clay,

Welcome and thank you for posting on our forums. 

Sorry to see you are having issues with our broadband; we have checked from our systems and we can see some of your power levels are out of spec. This means you will need an engineer to resolve this issue. 

We will send you a private message to get this arranged. Watch out for the purple envelope. 

Thank you.  😊

Thank you for replying on the private message. 😊

I have booked an engineer appointment, to access this you can click this link https://virg.in/manageorders. This way you can change the date to the day that suites you best. 

Let us know if there is anything we can help with. 

Thank you. 

Hi Faruque051

Thanks for posting and welcome to the community.

I am sorry to hear you're having issues with the disconnections. I have not been able to locate your system from the Forum details provided. 

Can you post your Hub status and logs? How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode), 
• Don't log in, click on 'router status' 
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at https://www.thinkbroadband.com/broadband/monitoring/quality
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum 🙂

Is this also affecting both wired and wireless? Or just wireless?

If just wireless devices, please try the Connect App - https://www.virginmedia.com/broadband/connect-app - when downloaded, you'll be able to do a wireless scan in the property which will identify any coverage blackspots. It'll optimise them where possible and also if a Pod is needed, you'll be prompted to order.

Best wishes,

In the end after a couple engineer visits where they checked the drop cable and junction boxes (and even re-terminated the lines), the Hub 5 was the fault. We were switched to the Hub 4 and we've been problem-free since. The Hub 4 fixed the issue immediately.

I can only guess there must be some incompatibilities with the Hub 5 and some of the infrastructure.

Hi darksinfulldeed, 

Thanks for taking the time to post about your issues in the Community. ⭐

We're sorry to hear you;re having an issue with disconnections multiple times a day. Taking a look at things this end, I can see the downstream and upstream power levels are looking good however your overall signal levels are a little low. As well as this, I can see the disconnections are logging too and there have been quite a high number within the last week. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊

Thanks,

Hi darksinfulldeed, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• ➡ The technician diagnoses the faults as not being caused by our network/equipment
• ➡ The technician discovers that the fault or problem relates to your equipment
• ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
• ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.

Hi matttye88 

Thanks for posting on our community forum and sorry to hear about the issue with your broadband.

I am going to drop you a private message now to collect some more information and investigate further, keep an eye on your inbox for a message from myself.

Regards

The way I cured my disconnect problems was to log into the router and put it into modem mode. So far no more disconnects. This means that you will have to use RJ45 cables of the appropriate specs to connect to the hub.

Also make sure you network card is at the same speed as your internet connection, i.e. a 1gig internet speed needs a 1 gig network card.