Forum Discussion

hackneyuser's avatar
hackneyuser
On our wavelength
7 months ago

Internet connection keeps cutting out

For the past few days my internet connection keeps cutting out. Sometimes a few seconds, sometimes more than a minute.

When I run the VM online option to check connection it says everything is fine - obviously as I cant run it when I am disconnected from the internet!

The next option is to text my Hub, but it says:
A factory reset takes about 20 minutes. During this time your internet connection will be down.
The Hub will return to its original settings, including the WiFi network name and password. We’ll let you know how to reconnect your devices using these settings after the reset.

I have no idea what my original network name and password are, so haven't dared do this.

Where can I find the original network name and password.

Thanks

(Is it worth me pressing the reset button on my hub to see it that helps?)






  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta

    I hope it’s not another Hub 3.  That model is > 8 years old and showing its age.  Yours would be a ‘refurb’ and round the houses again could be expected.

    • hackneyuser's avatar
      hackneyuser
      On our wavelength

      On no - I did get a Hub 3 as they said that was all my package entitled me too.

      It looked like it came out new from a box but ...

      First day using it was fine, then yesterday just after 6pm got the same cutting out problems. So am now wondering if in fact VM has taken on more customers in this area than their current cabling can support. ie maybe a lot of people had to home from work or something.

      Am keeping a note of the times to see if there is a pattern.

      Just to add the engineer / technician was extremely helpful and polite, and explained about setting new passwords etc., (I have a freeview box upstairs with wifi connectivity) So dont like to think he was palming me off with something.

      But thanks for letting me know.

      • Beth_G's avatar
        Beth_G
        Forum Team

        Hi hackneyuser

        Thank you for your post. We're sorry for our delayed response and to hear you had some issues with your broadband.

        I'm pleased to hear that an engineer did visit and get the Hub swapped round for you. I understand you still had a few issues following the visit, but it looks like you've had another visit since your post. How've things been since Thursday? If you're still having issues just let us know 😊