Forum Discussion

Covad1983's avatar
Covad1983
Tuning in
2 years ago

Hub 5 Keeps Randomly Dropping

Virgin Media upgraded my wifi router to the Hub 5 but now I lost connection roughly every hour for roughly 2mins.  It’s incredibly annoying.

I have Amazon Eero mesh wifi set-up (which was working fine on Hub 4) but I don’t think that the problem as other hardware connected to the Hub also loses connection.  The Hub 5 has wifi disabled so it’s effectively in modem mode (but not actually in modem mode as that messed things up for some reason).

Virgin support on the phone have been dismissive and unhelpful, requesting me to hard reset the router and wait 24 hours but I’ve done this and it’s still a problem.  

Anyone any other suggestions on how to diagnose the problem rather than just resetting the router.

I’m really fed-up.

  • Joseph_B's avatar
    Joseph_B
    Forum Team (Retired)

    Hey there Covad1983,

    Welcome back to the Community Forums and thanks for the post 😊 Super sorry to hear about your WIFI drop outs you have been experiencing with our services 😢

    Having checked into our systems I can see you spoke to one of our team since this post, were they able to assist you with your query and get your issue resolved? You can check any orders or appointments they may have booked in our system by checking 👉 here on your my VM account.

    Hope to hear back from you soon, cheers Joe

    • Covad1983's avatar
      Covad1983
      Tuning in

      Hi,

       

      Thanks for your reply.

       

      No, all I was told was to reset the router and then when that failed she said I needed an engineer to visit.  

      I don’t understand why you can’t be monitoring this yourselves and identifying the issue remotely.

      • Beth_G's avatar
        Beth_G
        Forum Team

        Hi Covad1983,

        Thanks for getting back to us.

        We cover a huge network, and some issues can be highly localised or even unique to individual customers. The issue could be due to damage to internal or external cabling and so if customers don't notify us, we are unable to investigate and offer further support.

        We can see that you have had your visit, how did it go?

  • I had the same problem, 3 engineer visits, all connections changed inside and out, a hub change and was still getting disconnects. I cured the problem by putting the router into modem only mode. Not had a disconnect since.

    • BackInTheDay's avatar
      BackInTheDay
      Joining in

      Can I just ask, when you say you set the router to modem only mode were you using other kit alongside it (mesh wi-fi, different router etc)?

       

      I’m experiencing pretty much the exact same issue as everyone else has described eg. wi-fi dropping out intermittently on just about every connected device for up to a minute at a time. 

      wired connections seem fine (TV, Xbox) but wi-fi is painful at times and it’s so frustrating. I’m desperate to find a solution. I’ve never had this issue before with such wi-fi reliability. I’m assuming it’s the Hub5 that’s the issue or the software it runs on

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team

        Hey BackInTheDay, thank you for reaching out and a warm welcome to the community I am so sorry to hear about your connection problems.

        I've taken a look and from our side everything looks great, you have some amazing levels.

        How has it been since Saturday?