Forum Discussion

mohar's avatar
mohar
Joining in
2 years ago

Hub 5 nothing but issues! Help?

I recently got a new hub 5 after upgrading my broadband package to Gig1. It has been set up for two days and I have had nothing but issues with it.

I installed the router and got good signal via ethernet and Wi-Fi for about 5 minutes. After that everything has been awful, the signal drops out every 10 minutes and the internet becomes completely useless until it picks back up. After running the network diagnostic tool a few times it shows that there are " a few issues" specifically with Broadband Service and Wi-Fi connections (Broadband Service sometimes passes but doesn't other times). I have already tried contacting Virgin about this and was told to complete some Wi-Fi speed tests, after completing these tests I was told that it looked like there was an issue and that they would send some information to my router and that it would have to be restarted. I did what they asked and there has been no change to Wi-Fi OR ethernet connections as they still drop out super frequently.

It got so frustrating that I even did a manual factory reset to it and still... issues. It's also been plugged into different coax ports throughout my house and the issues are still persistent, which makes me think it is either the router or the connection to my house. However, my old Hub3 never had any issues on the 250mb package?

Has anybody had the same experience? If so could you share some tips that might help me get this sorted before I go back to Virgin and request a technician to come and check it out.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    Try the reset again as below.  If it doesnt help post the data requested.

    _________________

    Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! With the Hub still "switched on" throughout, press the reset pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker so log in and change them back to what they were/should be.

    Also do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc.  Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, in the daytime check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box.

    THEN   Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    2 years ago

    Hi mohar

    Thank you for your post and welcome to our community. 

    I am very sorry to hear about the service issues you are having. Please pop your postcode into our service status page here
    this will show any known area issues and provide an estimated fix time. 

    If nothing shows, please select 'still having issues' and run the tests there.

    If a fault is found, you will be able to book an engineer there.

    Please let us know how you get on.