Forum Discussion

Liveammo's avatar
Liveammo
On our wavelength
11 hours ago

Hub keeps going off / updating

I’m on a Hub 3.0 and everything was perfectly fine until about 3 or 4 days ago. I upgraded my Virgin Media plan from M350 to M500 since I was on a rolling contract, and ever since the change the hub keeps shutting itself off and then rebooting. It’s already happened four or five times while I’ve been home, and my family said it’s also happened a couple of times when I wasn’t around.

Each dropout takes a good ten to fifteen minutes before the connection comes back, sometimes longer. At first I assumed it was the hub being updated for the new plan, but this has been going on for days now. When upgrading I believe I was informed the new plan would start from 11th December. 

As we speak, the connection was lost 10-15 mins ago and I'm using my mobile hotspot to drop this message. Can someone from VM check what’s going on their end? 

Broadband
Connection
Hub3
WIFI

5 Replies

  • Liveammo's avatar
    Liveammo
    On our wavelength
    10 hours ago

    Its wired. Its the hub 3.0 itself, it goes off and then starts up again with the lights flashing for a long while and then finally back to solid green. 

    I just checked /check-services/ and it came up with the following: "Intermittent signal in your area. To make sure it’s not the kit in your home that’s causing the issue, follow our steps to check your kit"

    The suggested steps in the short video have all been done already - a few times over the last few days. 

    The upcoming events is also showing "no upcoming works" at our postcode.

    The hub 3.0 is back on... running flawlessly again. But I'm guessing it will lose connection again at some point this evening. The last connection loss lasted just over 20 mins. 

     

     

     

  • boater_rich's avatar
    boater_rich
    Joining in
    11 hours ago

    I'm experiencing the same issues. WiFi is the issue as when I connected my laptop via ethernet it was fine.  
    We've just moved to a digital phone, prior to this had no issues.

    Service status shows no issues.

    • Tudor's avatar
      Tudor
      Very Insightful Person
      10 hours ago

      boater_rich​ please raise a separate topic. Even the description of the original does not seem to fit your scenario. 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    11 hours ago

    Are the drop outs on wired or wireless connections?

    Have you used the /check-services/ function to check for problems in your area? You can also a run a test on your equipment from there. If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This is generally  better  as it gives details of more local issues down to postcode level.

    You should also run a speed test using https://samknows.com/realspeed/ 

    This shows the speed to the hub as well as to your device  so it may help indicate if the issues are internal or external.   Run the full test so it includes Latency, Jitter, Packet loss & Upload speed

    • Liveammo's avatar
      Liveammo
      On our wavelength
      9 hours ago

      Its wired. Its definitely the modem (hub) itself, it turns off and then restarts with the lights flashing for a long time and then eventually back to solid green. Sometimes we're back online within 5-10 mins, other times 10-20mins. When its working its flawlessly fast but the disconnects can very inconvenient. 

      I checked /check-services/ and it returned with: "Intermittent signal in your area,  To make sure it’s not the kit in your home that’s causing the issue, follow our steps to check your kit"

      I've checked the short video step by step guide and I've already done this a few times since the problem started. 

      Also via /check-services/  the 'upcoming events' for our postcode are showing as "no upcoming work"

      Ran the speed test with https://samknows.com/realspeed/ which shows the same results as speedtest.net. When the connection is down, can't run any speed tests. When is up and running again, its very fast. The problem remains with the modem disconnect/reconnect long delays.